We are building a wider team to support the organisation with its expansion goals. This role would develop and support best practices within an agile environment, mentor team members, liaise with other departments in the organisation and build relationships with our existing external development partner.
The Customer Success Manager (CSM) role is full-time and remote within the North West until the new office is available in 2026. The CSM will work with new and existing partners, strategically aligning with their virtual number and business objectives, using data and insights to drive and improve their product adoption and growth. This involves providing partners with best practice guidance and recommendations to maximise learning through product onboarding, ensuring they are appropriately configured for growth and success. The CSM will also work closely with an internal cross-functional team, including Sales, Support and Technical, to continually refine and develop our internal processes and policies to enhance our customer’s journey.
Responsibilities:
Onboarding: Assist customers during the initial adoption phase, ensuring a smooth and successful onboarding process by understanding their needs and guiding them on effective product use.
Relationship Building: Build strong, trust-based relationships with customers to foster loyalty and encourage retention through regular check-ins and communication.
Customer Management: Manage and track account health, monitor usage patterns, and identify opportunities for growth or upselling additional products or services.
Customer Advocacy: Act as the voice of the customer internally, relaying feedback and feature requests to product development and other relevant teams, and advocating for customer needs.
Support Triage: Manage initial tickets and allocate to internal cross-functional teams to resolve.
Renewals and Upsells: Work to ensure customer renewals and drive upselling opportunities by demonstrating the product's value and business impact. Experience working for a company operating a usage-based pricing model is excellent.
Problem-Solving: Troubleshoot and resolve customer issues promptly, working closely with the support and technical teams for timely resolution.
Customer Educa tion: Offer training and educational resources to customers, enabling them to make the most of the product's capabilities and features.
Customer Health Monitoring: Use metrics and data to assess customer health and satisfaction, identifying potential churn risks and implementing mitigation strategies.
Customer Feedback Analysis: Gather feedback, conduct surveys, and analyse data to gain insights into customer satisfaction and identify areas for improvement.
Qualifications:
Proven working experience in a customer success role, account management or similar.
Proven track record in managing large customer accounts.
Experience with customer onboarding, using recommendations, guidance and learning to minimise time to value for partners.
Strong analytical skills to identify trends and opportunities to improve customer growth and retention.
Experience in evolving and improving the customer journey.
Ability to multitask and prioritise in a fast-paced environment.
Excellent communication, negotiation and interpersonal skills.
Positive attitude and willingness to go above and beyond for customers.
Proficiency in G Suite and CRM software (e.g., Hubspot).
Proficiency in English.
Experience working in the telecommunications industry is a plus, but not essential.
Proven ability to work autonomously, demonstrating strong problem-solving and decision-making skills.
Why Join Us:
Be part of a disruptive and innovative telecoms startup.
Collaborate with a dynamic and creative team.
Opportunity for career growth as we expand our operations.
Competitive salary and benefits package.
Contribute to shaping the future of cloudnumbering and the telecoms industry.
Work within a culture that promotes autonomy and innovation.
If you're ready to embark on an exciting journey with cloudnumbering and share our passion for innovation, we want to hear from you! Apply today and become a vital part of our mission to redefine virtual mobile numbers.