Note: The job is a remote job and is open to candidates in USA. Fourteen IP is a global leader in providing AI and cloud telephony solutions to the hospitality industry. The Customer Success Manager plays a critical role in ensuring customer satisfaction and retention by fostering strong relationships, driving product adoption, and identifying opportunities for growth.
Responsibilities
- Proactively monitor customer health through data analysis and engagement to identify and mitigate potential churn risks
- Build and maintain strong, long-term customer relationships to ensure high satisfaction and maximize retention
- Collaborate with internal teams to identify and support at-risk clients before issues escalate
- Identify upsell opportunities aligned with customer goals and strategic objectives
- Monitor product and service adoption to uncover expansion opportunities and address any barriers to success
- Partner with Sales and Account Management to execute renewal and growth strategies
- Work closely with Sales, Operations, Support, and technical teams to deliver a seamless and positive customer experience
- Act as the voice of the customer internally, advocating for their needs and influencing product and process improvements
- Identify trends and insights across the customer base to drive engagement and continuous improvement
- Proactively address customer challenges and provide guidance to ensure successful outcomes
- Share usage data, best practices, new feature updates, and industry trends to demonstrate ROI and enhance customer value
- Conduct regular business reviews with customers to assess performance, measure satisfaction, and align on future goals
- Track and analyse key success metrics, including retention, expansion, renewals, and engagement levels
- Conduct and report on Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys to measure client sentiment
- Partner with the Marketing team to provide customer feedback that informs and supports customer marketing initiatives and strategy
Skills
- Proven experience in Customer Success, Key Account Management or a client facing role, preferably in SaaS, Hospitality Tech or telephony solutions
- Excellent communication, problem-solving, and relationship-building skills
- Strong organisational and time-management abilities, with the ability to manage multiple accounts
- Experience using CRM and customer success tools
- Analytical mindset with a focus on continuous improvement and results
- Strong problem-solving and negotiation skills
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Company Overview