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Pavlov Media · 4 hours ago

Customer Success Owner

positionChampaign, IL
timeFull-time
remoteOnsite
seniorityMid Level
money$65K/yr - $95K/yr
Pavlov Media is seeking a Customer Success Owner to champion the customer experience and ensure seamless service delivery within an assigned territory or region. This role will serve as the primary point of escalation and ownership for customers, managing technical, administrative, and field service functions to deliver exceptional outcomes.
Telecom & CommunicationsInformation TechnologyTelecommunications

Responsibilities

Act as the primary advocate for customers, ensuring their needs are met and issues are resolved promptly
Own the end-to-end customer experience, including onboarding, service delivery, and ongoing support
Proactively identify opportunities to improve customer satisfaction and retention
Coordinate across and within teams (technical support, field services, account management) to ensure timely resolution of escalations
Monitor service performance and implement corrective actions when necessary
Provide regular updates and reporting to leadership on service status and improvement initiatives
Available to support team during some evenings, weekends, and occasional holidays

Qualification

Customer successAccount managementTechnical aptitudeCRM systemsData analysis toolsTrust buildingCommunication skillsProblem-solving skillsCross-functional collaboration

Required

Strong background in customer success, account management, or operations
Excellent communication and problem-solving skills
Ability to manage multiple priorities and work cross-functionally
Proven ability to build trust and maintain long-term customer relationships

Preferred

Experience in telecom, networking, or technology services preferred but not required
Familiarity with CRM systems, service platforms, and tools like Odoo or CDG Elements a plus
Technical aptitude in networking or fiber optics a plus
Strong understanding of customer success frameworks and lifecycle management
Experience with data analysis tools (PowerBI, Tableau, etc.)
Previous management experience preferred but not required

Benefits

15 company paid holidays
3 weeks PTO
Medical, Dental, Vision starting day one
401K with company match
Health and Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational and professional reimbursement
Short- and long-term disability benefits

Company

Pavlov Media

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Pavlov Media (formerly Fusion Broadband) is a nationwide triple-play communications and technology provider that delivers customized
dateFounded in 1992
location
Champaign, Illinois, USA
people-size201-500 employees
web-link
http://www.pavlovmedia.com

Funding

Current Stage
Growth Stage
Total Funding
$239M
Key Investors
Macquarie Asset Management
2025-05-20Debt Financing· $235M
2023-03-28Private Equity
2010-12-10Series Unknown· $4M

Leadership Team

D
Dorothy Kallmayer
Senior Vice President of Sales
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W
Wendy Burr
Senior Vice President of Sales
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Recent News

PR Newswire
Pavlov Media Breaks Ground on Municipal Fiber Networks in Lawrence, Kansas and Fayetteville, Arkansas
2025-12-05
PR Newswire
Pavlov Media Expands Fiber Internet Construction Across Will and Cook Counties
2025-10-14
thefastmode.com
NetExperience Appoints Jack Raynor as President to Drive Enterprise Wi-Fi Growth
2025-09-19
Company data provided by crunchbase