Customer Success Manager
Job Description
Customer Success Manager (CSM)
We believe that a great customer experience starts with people. At Playvox, we are a customer-first organization. The Customer Success Manager is focused on securing healthy long-term adoption and relationships with an assigned portfolio of customers, as well as the ongoing growth and expansion of their accounts. This is a role for someone who is both forward-thinking, practical and has a passion for helping customers.
Responsibilities:
● Manage a full account portfolio and relationships with customers to drive long-term adoption
● Serve as the primary point of contact and manage the customer communication by proactively engaging with customers: conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams
● Cultivate a trusted advisor relationship with stakeholders and executive sponsors
● Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
● Maintain overall health of accounts to ensure account success and growth
● Collaborate with the Sales and Onboarding team to assist in implementation of new customers
● Collaborate with technical support to assist in triaging customer technical issues or product questions
● Identify opportunities and drive expansion within current accounts to continue to provide
exceptional value to customers
● Conduct ongoing customer training
● Present product demonstrations
● Support customers and solve problems for specific and individualized use cases
● Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry
● Serve as the voice of the customer to drive improvement across all areas
● Forecast revenue and meet personal quarterly and annual goals
Requirements
● Bachelor’s degree in a business-related or technical field
● 5+ years of B2B client-relationship management experience in software/technology, preferably in contact center industry
● Knowledge of customer success processes and best practices
● Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-
growth environment
● Ability to be a subject matter expert within the product and lead customer-facing conversations
● Ability to identify opportunities for growth and expansion and manage a sales cycle
● Excellent written and verbal communication skills
● Strong attention to detail, both written and verbal
● Full fluency in English
● Fluency in Spanish or Portuguese is a plus
Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
