Senior Customer Success Manager

Customer Success Manager

Are you a customer champion with a passion for connectivity and a deep understanding of the broadband landscape? Skyline is seeking a Customer Success Manager based in the Sacramento, CA area to serve as the trusted advisor to our key telecommunications and public-sector clients. If you excel at building strong relationships, translating technical concepts into business value, and ensuring customers realize the full potential of their network infrastructure, we want to hear from you.

The Customer Success Manager is Skyline's customer-facing representative and represents our brand and commitment to excellence across all phases of customer operations, specifically for our broadband and connectivity solutions. Serving clients primarily in the greater Sacramento area, the CSM acts as a dedicated customer advocate, providing strategic guidance, proactive support, and an intimate knowledge of their business needs. This role is crucial for managing the customer relationship, ensuring the successful delivery of our services, and driving mutual value.

The Customer Success Manager plays a critical role in ensuring customer satisfaction and driving the success of our broadband products and telecommunications services. This role requires a combination of technical knowledge of network infrastructure, strong communication skills, and a customer-focused mindset. The CSM serves as a liaison between Skyline and its customers, providing support, guidance, and proactive engagement to help customers get the most from our services.

You can expect to spend your time accomplishing the following:

• 45% of the time on strategic relationship & value management
• 20% of the time on proactive escalation & incident management
• 15% of the time on growth & opportunity identification
• 10% of the time on performance reporting & contractual alignment
• 10% of the time on internal advocacy & collaboration

Job Responsibilities – What to Expect

• Act as the primary point of contact and trusted advisor for a customer serving broadband subscribers
• Coordinate and schedule regular business reviews, strategic planning sessions, and operational meetings with customers (both online and in-person).
• Translate technical network and broadband concepts (e.g., fiber, ISP/OSP, network architecture) into clear, business-oriented language for customers.
• Coordinate and communicate planned network maintenance, service upgrades, and software updates to minimize customer impact.
• Liaise with internal support teams and field technicians to ensure the timely resolution of service incidents.
• Oversee the financial health of your customer accounts, including approving time sheets for project resources and managing budgets.
• Serve as a Subject Matter Expert (SME) on Skyline's broadband services and the competitive landscape.
• Mentor CSM I and II team members and contribute to the team's succession planning program.
• Respond promptly and effectively to all customer requests, issues, or concerns.

Your Knowledge & Expertise

• Bachelor's Degree in Management Information Systems (preferred)
• PMP Certified (preferred)
• ITIL Foundation v4 (preferred)
• 7+ years of experience in a customer-facing role such as Customer Success, Account Management, or Service Delivery Management, with a significant focus on telecommunications, ISP, or broadband industry.
• 5+ years of experience managing relationships with public sector clients. Direct experience with California state, county, or municipal agencies is strongly preferred.
• Deep understanding of broadband technologies and concepts, including fiber optics (ISP/OSP), network architecture, service delivery, and network performance metrics (e.g., latency, jitter, bandwidth).
• Experience with Fiber optic networking, Coherent DWDM, MPLS, L3VPN, EVPN, EvPL, EvLAN, Direct Internet Access, Communications Shelter Colocation, Middle Mile Network Provider
• 3-5 years of experience in an IT Service Management (ITSM) environment.
• Proven ability to empathize with customer needs and advocate for their interests within a technical organization.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with both technical and non-technical stakeholders.
• Strong ability to self-manage, work closely with many different teams, and drive tasks to completion with minimal oversight.
• An analytical mindset with the ability to analyze performance data, identify trends, and make data-driven recommendations.
• Based in the Sacramento, CA metropolitan area for customer site visits and meetings

Benefits Included:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• FSA Plan
• Paid Time Off
• 401K Retirement Savings Plan
• Training & Tuition Assistance
• Disability & Life Insurance