Sr Manager - Customer Success Management

In this role you will drive Customer Success to enable revenue growth and renewals across assigned accounts. You will manage onboarding, governance, and lifecycle activities to maximize usage-based adoption and contract value, while mitigating churn and elevating the customer experience. You will build and execute account plans, collaborate with Sales, Solutions, and Delivery, and foster senior-level relationships to increase lifetime value. This role blends strategic relationship management with revenue outcomes in a fast-moving telecom and cloud services environment.

• Meet contracted gross revenue targets across four areas: baseline revenue, SDWIP acceleration, usage-based services adoption, and AOP management for price erosion/aging debt
• Own customer onboarding and align Sales, Solutions, and Delivery for Time to Value
• Manage SDWIP funnel and governance to accelerate revenue realization and reduce cancellations
• Drive service adoption and revenue enhancement, including monitoring usage for migration or deployment in GSIP/UCAAS
• Nurture and retain customers through proactive health monitoring, CSAT/NPS feedback, and governance
• Own end-to-end contract life cycle management and MACD duties, including repricing and documentation
• Collaborate with Sales to create near- and long-term account plans and identify new opportunities for growth

• Relevant Technical/Business Studies Degree or MBA
• 10-15 years of customer-facing experience
• Track record of meeting targets in customer success or account management
• Experience with onboarding and life-cycle management in enterprise accounts
• Strong relationship-building with senior customer stakeholders (C-level)
• Experience with renewals, churn mitigation, and revenue expansion strategies

• relationship-building
• problem-solving
• stakeholder management
• customer success management
• contract management
• account management