CCaaS Customer Success Manager Role Overview The Customer Success Manager (CSM) plays a pivotal role in the commitment to being the customers’ most trusted advisor. This position is responsible for fostering strong, long-lasting relationships with customers, ensuring they maximize value from products, services, and solutions. The CSM collaborates closely with multiple teams, including Sales, Account Management, Provisioning, and Support, to deliver industry-leading experiences. Key Responsibilities Customer Engagement * Optimize customers' use of our products and services to enhance contact centre operations, productivity, and customer satisfaction. * Identify opportunities for improvement within customer solutions and collaborate with the Account Management team to explore upsell opportunities. * Build and maintain strong relationships with key stakeholders, serving as their trusted point of contact. * Represent the customer’s voice within the organisation, working closely with Product, Sales, Account Management, and Operations teams to ensure customer feedback is acted upon. * Assist the New Business Sales team in designing solutions that meet customer needs while ensuring operational feasibility and long-term maintainability. * Serve as an escalation point for customer concerns, ensuring swift and effective resolution. Customer Satisfaction * Track key performance metrics and customer health scores to proactively identify and mitigate risks. * Conduct regular customer check-ins to assess satisfaction and ensure they are receiving maximum value. * Address potential churn risks through proactive engagement and timely issue resolution. * Provide regular reports on customer success metrics, adoption rates, and product usage. * Collaborate with Technical Support and Engineering teams to resolve complex customer issues efficiently. Product Expertise * Maintain a deep understanding of Contact’s products and services. * Stay up to date with industry trends, developments, and emerging strategies. * Build and maintain strong relationships with key vendors and strategic partners, ensuring the cpmpany remains at the forefront of technical advancements. * Work closely with vendor operational and technical teams to stay informed about product updates and enhancements. Skills & Experience Required * Strong technical understanding and experience in the CCaaS (ideally Five9) and Cloud Voice industry sectors. * Commercial mindset with a proven track record of working effectively with sales teams. * Minimum of 5 years’ experience with a CCaaS vendor or provider. * In-depth knowledge of the contact centre landscape, along with an appreciation of core IT & Telecom product pillars. * Excellent communication skills to relay partner announcements and program updates effectively. * Strong technical aptitude with the ability to understand and articulate complex product features. Key Measures of Success * Maintain product margin range. * Grow market share in the CCaaS industry sector. * Identify and facilitate cross-sell and upsell opportunities for the Account Management and Sales teams. * Execute against product business goals. * Achieve high customer feedback and satisfaction scores