We are seeking a proactive and experienced Customer Success Manager (CSM) with a strong background in the telecom industry, particularly within an MVNO environment. The ideal candidate will have at least three years of experience in customer success and a deep understanding of telecom products, services, and industry trends. This role requires the right balance between customer-centricity and revenue orientation, ensuring that we remain a trusted advisor to our customers while also driving business growth. Additionally, the candidate should be multilingual, as they will be working with a diverse customer base across various regions.
Key Responsibilities:
Act as the primary point of contact for assigned customers, ensuring an exceptional post-sales experience.
Develop and execute success plans to help customers achieve their business objectives through our MVNO telecom solutions.
Drive customer engagement by ensuring effective onboarding, product adoption, and utilization.
Monitor customer health metrics and proactively address risks to improve retention and reduce churn.
Collaborate with Sales, Support, and Product teams to resolve customer issues and enhance customer satisfaction.
Identify upsell and cross-sell opportunities and work closely with Sales to drive revenue growth without compromising trust and long-term relationships.
Conduct regular business reviews with customers to assess performance, identify challenges, and recommend solutions.
Stay updated on industry trends, competitor offerings, and emerging technologies in telecom, particularly within the MVNO space.
Advocate for customers internally, ensuring their feedback influences product development and service improvements.
REQUIREMENTS
3+ years of experience in Customer Success, Account Management, or a similar role within the telecom industry (preferably in an MVNO environment).
Strong understanding of telecom solutions, including VoIP, connectivity, cloud communications, or networking services.
Ability to balance customer focus with revenue-driven strategies, ensuring growth while maintaining trusted advisor status.
Excellent relationship management skills with the ability to build trust and credibility with stakeholders.
Proven track record of driving customer satisfaction, retention, and revenue growth.
Strong problem-solving skills with a customer-first approach.
Ability to analyze data, customer metrics, and industry insights to drive informed decisions.
Multilingual proficiency is highly preferred, as the role involves working with diverse international team.
Excellent communication and presentation skills.
Self-motivated, highly organized, and able to manage multiple accounts effectively.
Comfortable working in a remote environment while managing East Coast time zone customers.
Preferred Qualifications:
Experience with Customer Success platforms (Gainsight, Totango, ChurnZero, etc.)
Familiarity with CRM tools like Salesforce, monday.com, HubSpot, or similar.
Knowledge of telecom regulatory requirements and compliance considerations within an MVNO context.
ABOUT WEBBING
Webbing is a global connectivity provider offering services in the Internet of Things (IoT) and Enterprise Mobility space.
As an innovative mobile carrier, Webbing provides an unmatchable enterprise grade solution for Fortune 500 & IoT/M2M companies, as well as an embedded solution for various manufacturers across the globe, to ensure a secured and continuous internet connection for all devices, no matter where they are in the world.
WHAT WE OFFER
The opportunity for professional development within a reputable international innovative and growing company.
The opportunity to join a team of highly professional specialists in an international environment.
Our objective is to keep your organization and devices perpetually connected with innovative, high-quality, and scalable technology so that you can achieve your vision. We understand that you are looking for a long-term partner that meets your needs, technically and financially.
With our global distribution centers and dedicated account managers, we will make sure your technical setup and SIMs meet your deployment needs. With our 24/7 service team you’ll get the highest quality of around-the-clock service.
