Senior Customer Success Manager
CSG

Job Info

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Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

As Customer Success Manager Sr, you will be responsible for overseeing a portfolio of strategic customers, ensuring their satisfaction, success, retention, and growth. You will serve as the primary services point of contact, building and maintaining strong relationships with key stakeholders to understand their needs and objectives. Leveraging your expertise in customer success strategies, you will develop tailored plans to drive adoption, usage, and value realization. Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and long-term partnerships.

We are looking for a Senior Customer Success Manager who will:

• Proactively Develop an Account/Program Strategy
  • Manage a portfolio of strategic accounts, often with complex program and technical requirements, providing clients with thought leadership and consultation to maximize their investment in CSG.
  • Develop a deep understanding of your customers' expected business outcomes, build strong relationships up through C-level executives collaborating with them to construct and execute strategic account plans to drive customer success, retention and growth.
  • Own and maintain the Customer Success Framework for the Accounts in the portfolio, in collaboration with the internal partners.
• Drive Product Adoption and Benefit Realization
  • Evaluate, understand, and advise on ways to materially drive usage of our platform.
  • Collaborate cross-functionally with CSG's GTM, finance, product management and technical teams to ensure seamless implementation and ongoing support of the CSG CX solution portfolio.
• Develop Deep Program Understanding
  • Be equipped to act as the 'expert' at CSG on the customers program, product utility and business outcomes.
  • Understand the Business Objectives behind each solution contributing to the overall CX vision for the client.
• Own the Services Relationship
  • Monitor customer health metrics and create prescriptive recommendations to drive high utilization and adoption of the CSG's CX product suite.
  • Act as an escalation point for reported/identified issues and operational service impacting events.

Is this opportunity right for you? We are looking for candidates with:

Education

• Bachelor's degree or equivalent education/experience

Experience

• 5+ years of experience in customer success, consulting, CX, project/program management and/or account management
• Experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• Proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.

Preferred:

• Experience with Contact Center operations, Telephony Network, Secure File transfer protocols, and IVR systems a plus.

Knowledge, Skills and Abilities

• Strong issue management skills
• Ability to build and maintain relationships with internal/external clients at all levels of the organization as well as consult with the customer and assist them in defining their needs based on product industry knowledge.
• Possess strong leadership and collaboration skills with cross-functional teams.
• Demonstrated business acumen with the ability to translate business requirements into technical solutions.
• Ability to analyze workflow, evaluate systems, and formulate plans
• Ability to use a personal computer. Proficiency with other Microsoft Office applications.
• Ability to read, write, speak and understand the English language in a business environment.

Our Guiding Principles:

Impact

Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits:

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use, and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.

#LI-Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$86,847.39-$138,955.82

This role is eligible for a bonus opportunity.

Location(s):
United States Remote

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