Customer Success Manager - Wireless

The Customer Success Manager serves as the primary point of contact for customers after the initial sale, driving long-term retention, maximizing customer lifetime value, and minimizing escalations through proactive engagement, trusted partnership, and operational excellence. This role ensures every customer achieves their desired outcomes while experiencing exceptional service that strengthens their commitment to MetTel. 

ROLE AND RESPONSIBILITIES:

Client Relationship Management 

• Serve as the primary point of contact for day-to-day communication with assigned customer accounts 

• Build and maintain strong relationships with key stakeholders and main points of contact 

• Proactively communicate priorities, product roadmap updates, and new service offerings 

• Conduct regular business reviews and planning sessions with customers 

• Gather and document customer future needs and feedback for internal teams 

Customer Management & Documentation 

• Maintain comprehensive and accurate customer information in CRM system 

• Document key contacts, current environment, services, goals, objectives, and pain points 

• Track competitor landscape, tech stack configurations, and Bruin integrations 

• Ensure contract information is properly reflected for reporting and support purposes 

• Monitor and document purchasing criteria and custom deployment requirements 

Problem Resolution & Service Excellence 

• Prioritize meeting all service level objectives (SLOs) and resolve escalations quickly 

• Listen to customer concerns and coordinate internal solutions across business units 

• Own the resolution process, ensuring clear communication and timely follow-up 

• Provide consultative guidance on technology decisions and best practices 

• Share customer success stories and insights on industry trends and emerging solutions 

Revenue Retention & Growth 

• Drive customer satisfaction to reduce churn and increase account value 

• Identify and monitor churn risk triggers (ticket volume, declining engagement, complaints, etc.) 

• Manage renewal contracts and negotiate terms to ensure continued partnership 

• Identify upsell opportunities within existing services  

• Generate qualified leads for cross-sell opportunities to sales or SET teams 

• Achieve a 20% increase in upsell revenue from existing accounts 

Product Adoption & Growth Initiatives 

• Drive adoption of Bruin platform, targeting 25% increase in utilization 

• Coordinate release communications, customer portal adoption, and best practice usage 

• Promote feature rollouts, product expansions, and integration opportunities 

• Drive customer health scoring system tracking service performance, engagement, and financial indicators 

• Develop proactive intervention plans for accounts scoring below health thresholds 

Cross-Functional Collaboration 

• Partner with Strategic Engagement and Transformation (SET) team on enterprise accounts 

• Provide client health reports to SET summarizing findings from day-to-day contacts 

• Coordinate with Product Managers on customer needs and product roadmap feedback 

• Work across internal teams to ensure customer needs are met efficiently 

DESIRED QUALIFICATIONS:

• Bachelor's degree in Business, Communications, Technology, or related field 

• 5-10 years of experience in customer success, client services, or related customer-facing role 

• Proven track record of managing customer relationships in software, telecommunications or technology industry 

• Experience with CRM systems and customer success platforms (Salesforce, Gong, ShowPad) 

• Demonstrated ability to drive revenue retention and growth within existing accounts 

• Strong understanding of SaaS products, cloud services, and enterprise technology solutions 

Preferred Qualifications 

• Experience with telecommunications services, wireless management, or managed IT services 

• Familiarity with mobile device management (MDM) and security applications 

• Previous experience working with enterprise-level clients 

• Knowledge of contract negotiation and renewal processes 

• Experience with customer health scoring and churn prevention strategies 

• Exceptional communication and interpersonal skills with ability to build trust-based relationships 

• Strong problem-solving abilities with consultative and solution-focused mindset 

• Forward-thinking approach with ability to identify growth opportunities and drive adoption 

• Excellent organizational skills with attention to detail in documentation and follow-up 

• Ability to manage multiple accounts and priorities simultaneously 

• Data-driven approach to customer success with strong analytical capabilities 

• Proactive and self-motivated with strong sense of ownership and accountability 

• Collaborative team player with ability to work cross-functionally 

• Customer-centric mindset with genuine desire to help customers succeed 

Key Performance Indicators 

• Net Revenue Retention (NRR): Maintain and grow account value 

• Customer Satisfaction: High CSAT scores and positive feedback 

• SLO Attainment: Consistently meet or exceed service level objectives 

• Upsell Revenue: Drive 20% increase in expansion revenue from existing accounts 

• Bruin Platform Adoption: Increase usage by 25% 

• Customer Health Scores: Maintain accounts in healthy status zones 

• Business Review Completion: Conduct quarterly business reviews with all key accounts 

• Escalation Management: Minimize escalations and resolve issues quickly 

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position ranges from 150,000-180,000 commensurate with experience, annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: CustomerSuccess, RevenueRetention, NetRevenue, AccountGrowth, Retention,