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Lightspeed Voice · 2 days ago

Client Success Manager

Nokomis, FL

Full-time

Hybrid

Mid Level

Lightspeed Voice is seeking a proactive and relationship-driven Customer Success Manager to join their growing team. The role focuses on building meaningful customer relationships, driving product adoption, and ensuring an exceptional customer experience from onboarding through renewal.

Cloud InfrastructureTelecommunications

Growth Opportunities

Responsibilities

Proactively reach out to assigned customer accounts to drive engagement and ensure satisfaction

Develop and maintain strong relationships with key stakeholders

Understand customer goals, challenges, and expectations to ensure successful outcomes

Guide new customers through the onboarding process to ensure a smooth transition and successful adoption of products/services (PIQs, pre-check, post-check, LNP, SAs)

Deliver tailored training, documentation, and resources to accelerate time-to-value

Review and analyze customer tickets and escalations to ensure timely and accurate resolution

Coordinate with support teams to proactively address recurring issues or risks

Monitor customer accounts for risk signals and growth opportunities

Identify and recommend upsell and cross-sell opportunities aligned with customer needs

Manage contract renewals and ensure ongoing alignment with customer goals and business outcomes

Act as the voice of the customer, capturing feedback and communicating insights to product, sales, and support teams

Champion customer needs internally and ensure concerns are addressed promptly and effectively

Analyze customer usage, satisfaction, ROI, and other success metrics

Create and present reports on cancellations, saved accounts, customer health, and overall performance

Address customer concerns with urgency and professionalism

Collaborate with cross-functional teams to deliver solutions that meet customer expectations and maintain a high level of satisfaction

Implement strategies to drive customer retention and reduce churn

Lead renewal efforts, ensuring customers continue to receive value and remain aligned with the product and service roadmap

Represent the company professionally in all interactions with staff and customers

Contribute ideas, insights, and initiatives that support company goals and long-term vision

Refine sales and prospecting processes while developing innovative strategies to foster growth

Help identify new markets or channels that support corporate expansion

Perform other duties as needs or opportunities arise

Occasional travel required

Qualification

Customer Relationship ManagementAccount ManagementCustomer OnboardingCustomer AdvocacyPerformance TrackingProblem ResolutionCollaborationCommunication