Customer Success Service Manager

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Description

Job Summary:

The Customer Success Service Manager is responsible for ensuring client satisfaction, retention, and growth by providing proactive service, support, and strategic guidance. This role acts as the main point of contact along with a Platinum Customer Success Manager for clients post-sale, working cross-functionally with Sales, Product, and Support teams to ensure seamless customer experience.

Key Responsibilities:

• Client Relationship Management:
  • Serve as the primary point of escalation contact for a portfolio of key clients.
  • Develop strong, trusted relationships to ensure customer satisfaction and loyalty.
  • Regularly communicate with clients to understand their goals, challenges, and feedback.
• Onboarding & Adoption:
  • Lead the onboarding process for new customers to ensure a smooth transition from sales.
  • Train clients on platform features and best practices to drive product adoption.
• Account Health & Retention:
  • Monitor customer health metrics and proactively address issues.
  • Develop and execute strategies to increase customer retention and reduce churn.
  • Identify upsell and cross-sell opportunities in collaboration with the sales team.
• Issue Resolution & Escalation:
  • Address and resolve client concerns quickly and effectively.
  • Coordinate with internal teams to manage escalations and ensure timely resolution.
• Data & Reporting:
  • Analyze customer usage data to provide insights and recommendations.
  • Prepare regular reports on account health, usage, and satisfaction.
• Team Collaboration:
  • Partner with Product and Support teams to relay customer feedback and advocate for product improvements.
  • Collaborate with marketing to develop customer success stories and testimonials.

Qualifications

• 3+ years of experience in customer success, account management, or a related field.
• Strong communication, interpersonal, and problem-solving skills.
• Proven ability to manage multiple client relationships and projects.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Experience in SaaS or technology industry preferred.

Preferred Traits:

• Customer-centric mindset with a passion for delivering exceptional service.
• Analytical and strategic thinking skills.
• Proactive, organized, and detail-oriented.
• Comfortable working in a fast-paced, team-oriented environment.

Additional Information

Benefits

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our team members. Our benefits include:

• 401(k) Retirement Plan – Prepare for the future with our competitive 401(k) plan.

• Health, Dental, and Vision Insurance – Access quality coverage to keep you and your family healthy.

• Cell Phone Discount Program – Enjoy savings on your monthly wireless bill through our employee discount partnerships.

• Gym Membership Discounts – Stay active and healthy with discounted rates at a variety of fitness centers.

We’re committed to helping you thrive both professionally and personally.