Enterprise Customer Success (CPaaS, Telecom)
Overview
The Enterprise Customer Success Manager will own a portfolio of high-value accounts, serving as a proactive, consultative, and commercially minded advisor. This role involves driving customer onboarding, adoption, renewals, and expansion while acting as a trusted advisor to decision-makers.
What You'll Do8
- 1Own a portfolio of enterprise accounts and serve as the primary post-sales point of contact
- 2Build trusted relationships with decision-makers, administrators, and executive stakeholders
- 3Drive customer onboarding, integration coordination, and successful adoption of the platform
- 4Conduct regular business reviews (QBRs/EBRs) to demonstrate value and ROI
- 5Develop success plans aligned with customer business goals and use cases
- 6Drive renewals and identify opportunities for account expansion and upsell
- 7Partner with Support and Product teams to resolve customer issues and advocate for customer needs
- 8Monitor account health, usage trends, and engagement metrics to proactively identify risks and opportunities
Requirements8
- 1Minimum 6+ years of professional experience with at least 3+ years in Customer Success/Enterprise Account Management within CPaaS, Telecom, or B2B SaaS
- 2Minimum 3+ years managing enterprise accounts with portfolio sizes of $50K+ ARR
- 3Demonstrated ownership of renewals, upsell, cross-sell initiatives, and Net Revenue Retention targets
- 4Strong experience owning the complete customer lifecycle post-sales including onboarding, adoption, retention, and account growth
- 5Experience orchestrating complex enterprise onboarding initiatives involving 5+ stakeholders and cross-functional teams
- 6Comfortable engaging and presenting to C-level executives, Directors, and VP-level stakeholders
- 7Proficient in HubSpot or similar CRM platforms, customer success tools, and analytics dashboards
- 8Hands-on working knowledge in at least two of: CPaaS platforms, Cloud Contact Center solutions, Telecom/VoIP infrastructure, SMS & Messaging ecosystem, Political/Civic-tech platforms, or Nonprofit/Advocacy domains
Who Should Apply
An experienced Enterprise Customer Success Manager with 6+ years overall experience and at least 3+ years specifically in CPaaS, Telecom, or B2B SaaS, who has managed high-value accounts ($50K+ ARR) and driven renewals and expansion. Must be comfortable with C-level engagement, complex onboarding, and willing to work US time zones (night shifts). Strong proficiency in CRM tools like HubSpot and domain knowledge in communication platforms is essential.
Salary Insight
Open to discussion
Required Skills
Application Tip
Highlight your experience managing enterprise accounts in CPaaS or telecom, and emphasize your ability to work in US time zones and drive strategic account growth.