- Company Name
- Trustmarque
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title**
Customer Success Manager – Enterprise Connectivity
**Role Summary**
Serve as a trusted advisor to enterprise clients after purchase, driving adoption, retention, and expansion of network connectivity solutions and software subscriptions. Own end‑to‑end customer success lifecycle, from onboarding through renewal, and actively contribute to revenue growth by identifying and executing upsell and cross‑sell opportunities. Collaborate closely with Sales, Technical Engineers, and vendor partners to deliver measurable business outcomes and maintain high customer satisfaction.
**Expectations**
- Minimum 3 years of experience in customer success, implementation, or a related client‑facing role.
- Proven history of increasing product adoption, creating new use cases, and achieving tangible customer ROI.
- Strong consulting mindset with technical and sales acumen, especially around subscription and SaaS models.
- Excellent communication, negotiation, and empathy skills with the ability to influence stakeholders at all levels.
- Self‑directed, results‑oriented, and comfortable working remotely with periodic travel.
**Key Responsibilities**
1. Build and maintain relationships with internal and client stakeholders, from operational leads to executive sponsors.
2. Develop, implement, and continuously refine long‑term success plans, setting priorities and managing expectations.
3. Partner with Sales, Technical and Product teams to align adoption activities, identify expansion paths, and execute growth initiatives.
4. Define customer goals and KPIs, conduct regular success reviews, and provide data‑driven recommendations.
5. Design workflow templates, share best practices, and promote a culture of customer success across the organization.
6. Proactively detect at‑risk accounts, devise mitigation strategies, and coordinate retention actions.
7. Deliver timely communication on issues, requests, and escalations.
8. Act as an internal advocate for customers, feeding product enhancement ideas to maximize ROI.
9. Apply customer experience methodologies across Digital, Mid‑Touch, and High‑Touch engagements.
10. Engage with vendor partners (e.g., Cisco) and third‑party organizations, integrating their CX practices and uncovering commercial opportunities.
11. Identify upsell and cross‑sell potential, collaborate with Account Managers and Sales to qualify opportunities, and maintain accurate pipeline data in CRM (HubSpot, Planhat).
12. Contribute to quarterly pipeline targets, renewal retention, and overall growth KPIs.
**Required Skills**
- Customer Success Management
- Project Management & Process Design
- Consulting & Stakeholder Management
- Technical Knowledge of Enterprise Connectivity (WAN, SD‑WAN, VPN, SD‑WAN, cloud networking, connectivity solutions)
- Subscription & SaaS business model expertise
- Negotiation & Consensus Building
- Empathy, Listening, and Problem‑Solving
- Data Analysis & Reporting
- CRM proficiency (HubSpot, Planhat)
- Cross‑functional Collaboration
**Required Education & Certifications**
- Bachelor’s degree in Business, Engineering, Computer Science, or related field.
- Certifications such as Certified Customer Success Manager (CCSM), CBP (Customer Success Management Professional) or equivalent are highly desirable.