Customer Success Manager

Role Overview

As Customer Success Manager, you will provide first-line support to customers, ensuring they derive maximum value from Vocus’s services, achieve adoption targets, and renew and expand their contracts. You will collaborate with account owners to build and enhance relationships with customers, set and deliver account health strategies, and support customers with account reporting and simplex opportunity facilitation.

What You Will Do

You will work with sales teams to implement targeted communication strategies for customers, monitor customer health indicators, distribute customer education content, and support customer programs that drive retention and expansion. You will also assume full accountability for the end-to-end service management governance across the assigned customer portfolio.

Why It Might Be a Fit

This role requires a passionate team player who aligns with Vocus’s values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. You will have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications, and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

Requirements

• Minimum 3+ years’ customer success/service leadership
• Strong experience with Customer communication & empathy
• Experience with success planning & value realization
• Ability to adopt analytics & health scoring
• Opportunity creation & renewal orchestration
• Experience with Risk (churn) identification & mitigation
• Confident with software and data analysis tools

Benefits

• Diverse and dynamic teams with a supportive and inclusive culture
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile, and internet
• Competitive leave options
• Study assistance programs
• Health and wellness offerings