At Conterra Networks, we are fiber driven and people powered. We are looking for a Customer Success Manager to ensure our most strategic customers receive an exceptional, tailored experience. You will be responsible for guiding these key accounts through their journey, building deep relationships, and partnering with internal teams to drive retention and growth.
What You'll Do
- Act as the primary point of contact for Conterra's top accounts, guiding them through the customer journey.
- Build strong relationships with a wide range of contacts within your assigned account base.
- Partner with Strategic Account Executives to retain and grow revenue.
- Act as the primary point of contact for customer inquiries, feedback, concerns, and escalations.
- Work closely with internal teams and departments to ensure customers' needs are met.
- Proactively engage with customers to align strategies and stay abreast of their initiatives and potential challenges.
- Attend customer kickoff calls, activation calls, and post-implementation handoff meetings to act as a liaison.
- Review billing accuracy, conduct first-bill reviews with customers, and assist in bill dispute resolution.
- Provide escalations and ensure prioritization of trouble ticket resolution.
- Conduct monthly or quarterly business reviews alongside the Strategic Account Executive.
What We're Looking For
- Proven experience managing strategic, high-value customer relationships.
- Strong ability to build and maintain relationships with diverse client contacts.
- Experience collaborating with sales or account management teams to retain and grow revenue.
- Excellent communication skills for handling inquiries, feedback, and escalations.
- Ability to work cross-functionally to advocate for and meet customer needs.
- A proactive approach to customer engagement and strategic alignment.
- Experience in attending and facilitating key customer meetings throughout the lifecycle.
- Familiarity with reviewing customer billing and assisting in dispute resolution.
- Ability to manage and prioritize customer support escalations.
- Experience preparing for and leading business reviews.
Conterra Networks is an equal opportunity employer.
