Senior Customer Success Manager

Job Title: Senior Customer Success Manager Location: Remote (Preferred: South Africa, US EST time zone alignment preferred) Department: Customer Success Reports To: Chief Revenue Officer Company: My client – A Microsoft Teams-first UCaaS, CPaaS & CX Provider

Role Overview

My client is looking for a passionate and experienced Senior Customer Success Manager to lead a growing team. In this high-impact role, you will be responsible for leading and scaling the global Customer Success function to drive adoption, retention, and expansion across an enterprise customer base.

You will be the primary point of contact for key customers post-sale, ensuring they derive maximum value from our Microsoft Teams-based UCaaS, CPaaS, and Contact Center solutions. You will lead a team of Customer Success Managers, build scalable customer journeys, and work cross-functionally with Sales, Support, and Product to deliver a world-class customer experience.

Key Responsibilities

Customer Success Strategy & Leadership

• Lead and evolve the Customer Success strategy to enhance adoption, renewal, and expansion across enterprise clients.

• Manage and mentor a team of Customer Success Managers to meet retention and growth targets.

• Own customer lifecycle processes, including onboarding, engagement, health tracking, and success planning.

• Develop and execute playbooks for driving adoption, ensuring customer satisfaction, and reducing churn.

Client Relationship Management

• Serve as a trusted advisor to key accounts, aligning my client’s solutions with business goals.

• Conduct regular Executive Business Reviews (EBRs) and performance check-ins.

• Identify upsell and cross-sell opportunities in partnership with the Sales team.

• Act as the voice of the customer to internal teams to influence product roadmaps and service enhancements.

Process & Insights

• Build data-driven insights from usage metrics, support data, and feedback to enhance customer outcomes.

• Create reporting frameworks to monitor customer health, engagement, and revenue expansion.

• Drive continuous improvements to the customer journey, onboarding experience, and success tools.

Cross-Functional Collaboration

• Collaborate with Sales, Marketing, Product, and Support to ensure seamless customer engagement.

• Provide feedback loops to Product teams based on customer needs and pain points.

• Work with Support to ensure fast resolution of critical issues, while proactively mitigating future risks.

Required Qualifications & Skills

Experience & Background

• Minimum of 5 years’ experience in a Customer Success leadership role, preferably within SaaS, UCaaS, or Cloud Communications.

• Proven success leading Customer Success teams in a B2B or enterprise environment.

• Demonstrated ability to manage large enterprise customers and complex account dynamics.

Technical & Commercial Acumen

• Strong understanding of Microsoft Teams, Unified Communications, or Contact Center solutions is highly advantageous.

• Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, HubSpot) and CRM systems.

• Commercially minded with a track record of driving expansion and retention metrics.

Soft Skills

• Exceptional interpersonal, communication, and presentation skills.

• Strong strategic thinking, analytical capabilities, and decision-making under pressure.

• Empathetic leadership style with a passion for building relationships and inspiring teams.

Education

• Bachelor’s degree in Business, Communications, IT, or a related field.

• Certifications in Customer Success or related technologies are a plus.

Why Join My Client?

• Join a Microsoft Teams-first global leader in UCaaS, CPaaS & CX solutions.

• Help shape the future of enterprise communications and customer engagement.

• Enjoy a collaborative, fast-paced, and remote-first working environment.

• Competitive salary + bonus + commission structure.