Customer Success Manager

Job Description

Job Description

WHO WE ARE  

Empowering Connections, Inspiring Possibility 

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. Headquartered in Tulsa, OK, with regional offices across the U.S., SageNet connects, manages, and protects technologies and devices across widely distributed enterprises, serving customers in industries such as retail, finance, healthcare, utilities, and energy.

SageNet’s nationwide infrastructure includes 24/7/365 U.S.-based Network and Security Operations Centers, geographically diverse teleports, multiple data centers, a national logistics center, and a nationwide field services organization. The company manages communications for more than 430,000 endpoints across the country.

What makes SageNet unique is its Why: a passion for Trusted Connections. This is a two-fold commitment. First, SageNet delivers secure, reliable, and innovative technological connections for its customers. Second, and just as importantly, the company works tirelessly to build trusted human connections with its customers, partners, and communities. By creating and nurturing these trusted connections, SageNet enhances the world that connects us all. 

 
WHAT YOU’LL DO  

As a Customer Success Manager, Satellite Services, you will serve as a trusted point of contact for customers throughout their relationship with SageNet. You will help coordinate customer needs from initial conversations and quoting through contracting, implementation, ongoing service, renewals, and account growth. 

In addition to supporting the ongoing success of your customer portfolio, you'll help coordinate quotes, contracts, renewals, implementation activities, and service changes while identifying opportunities to grow customer relationships and deliver additional value. 

This role is ideal for someone who enjoys helping customers, keeping details organized, and working across teams to ensure commitments are fulfilled. You will support existing customer accounts, assist with qualified opportunities provided by SageNet, and help customers receive continued value from their satellite services. Deep satellite knowledge is not required on day one. We are looking for someone who is curious, conscientious, relationship-focused, and excited to learn. 

Major Duties and Responsibilities  

Customer Relationships & Success  

• Serve as the primary point of contact for assigned Satellite Services customers, building trusted relationships and delivering an exceptional customer experience. 
• Support customers throughout onboarding, implementation, ongoing service, renewals, and account growth. 
• Maintain regular communication with customers to understand their business needs, answer questions, and ensure they receive maximum value from SageNet's services. 
• Partner with Engineering, Operations, Service Delivery, Finance, and Support to coordinate customer requests, resolve issues, and ensure successful service delivery. 
• Conduct regular customer check ins and gather feedback to strengthen relationships and identify opportunities for improvement.

Account Coordinator & Growth  

• Support existing customer accounts and qualified opportunities by coordinating quotes, proposals, statements of work, contracts, purchase orders, and renewals. 
• Track implementations, service changes, and customer requests to ensure projects are completed accurately and on time. 
• Identify opportunities to expand customer relationships through additional services and solutions that align with customer needs. 
• Maintain accurate customer information, account activity, and opportunities within Salesforce and other SageNet systems. 
• Continuously learn SageNet's satellite solutions, processes, and systems while looking for ways to improve the customer experience. 

YOUR IMPACT  

Success in this role is measured by the quality of the customer experience, the accuracy and timeliness of account coordination, and your ability to strengthen and grow customer relationships. 

You will be successful when you: 

• Build trusted and responsive relationships with customers. 
• Keep customers informed throughout quoting, contracting, implementation, and ongoing service. 
• Coordinate effectively across departments to ensure customer commitments are fulfilled accurately and on time. 
• Support customer retention and identify appropriate opportunities for account growth. 
• Deliver a positive customer experience by communicating proactively and following through on commitments. 
• Take ownership of your work while continuously learning SageNet's products, services, and processes. 

 
WHO YOU ARE  

You enjoy building relationships and helping customers succeed. You're organized, curious, and proactive, with a customer first mindset and a willingness to learn. You communicate naturally, take ownership of your work, and enjoy collaborating with others to solve problems and deliver exceptional customer experiences. 

We're not looking for someone who already knows everything about satellite technology. We're looking for someone who is eager to learn, enjoys working with customers, and wants to build a long-term career with SageNet. 

Required Qualifications  

• Bachelor's degree in Business, Communications, Marketing, Technology, or a related field, or an equivalent combination of education and experience
• 0 to 5 years of professional experience in customer success, account management, account coordination, sales support, client services, customer service, business development, or another customer-facing role. Recent graduates with relevant internships, coursework, or transferable experience are encouraged to apply
• Strong customer service, communication, and relationship-building skills
• Strong organizational skills with the ability to manage multiple priorities and deliver exceptional customer service
• Demonstrated initiative, attention to detail, and willingness to learn new technologies and business processes
• Proficiency with Microsoft Office applications. 

  Preferred Qualifications  

• Experience supporting B2B customers, commercial accounts, or technology-related services. 
• Experience with quoting, proposals, contracts, statements of work, purchase orders, billing, renewals, or order coordination. 
• Experience using Salesforce or another customer relationship management platform. 
• Experience collaborating with Engineering, Operations, Service Delivery, Finance, or other cross-functional teams. 
• Knowledge of satellite communications, including GEO, LEO, VSAT, Ku Band, Ka Band, Starlink, or related connectivity solutions. 
• Experience in telecommunications, managed services, networking, technology, or another service-based environment. 

 
WHERE YOU’LL WORK  

This position is based in our Marietta, Georgia office and will work closely with the Satellite Services, Engineering, Operations, Service Delivery, Finance, and Support teams. 

Special Working Conditions  

• Hybrid work environment based out of the Marietta, Georgia office
• Business casual work environment
• Ability to work in a fast paced, customer focused environment while managing multiple priorities
• Occasional evening or after-hours availability may be needed to support customer or implementation requirements
• Minimal travel may be required for customer meetings, training, or business events

Physical Requirements  

• Ability to sit for extended periods while working on a computer
• Frequent use of hands and fingers for typing and operating standard office equipment
• Frequent visual focus while reviewing contracts, quotes, customer records, and electronic communications
• Ability to communicate by telephone, video conference, email, and in person
• Ability to travel independently by commercial air or ground transportation when required

CLASSIFICATION*: Salary/Exempt 
POSITION TYPE: Full-Time 
TRAVEL REQUIREMENTS:  Approximately 5% to 10% domestic travel by car or airplane
DIRECT REPORTS: None 
SAFETY SENSITIVE: No 

Ready to join a team that values trusted connections? Apply now!  

 
Equal Opportunity Employer  

SageNet is committed to a skills-first approach when it comes to hiring.  As such, we value merit, qualifications, and business needs when making employment decisions. It is the policy of SageNet to provide equal employment opportunity to all employees and applicants without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, disability, genetic information, veteran or military status, marital status, or any other legally protected status. SageNet strictly prohibits and does not tolerate discrimination, harassment, or retaliation on the basis of any legally protected status.

SageNet will not discriminate against any employee or applicant because they are a disabled veteran, recently separated veteran, active-duty wartime or campaign badge veteran, or Armed Forces services medal veteran in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance in employment protected veterans, and to treat qualified individuals without discrimination based on their status as protected veterans in all employment practices.

SageNet will not discriminate against any employee or applicant because of physical or mental disability in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance individuals with disabilities, and to treat qualified individuals without discrimination on the basis of their physical or mental disability in all employment practices. If you have a disability or special need that requires accommodation, please let us know by contacting your HR representative or any member of management.

Legal Disclaimer  

This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.

As a managed services provider, SageNet maintains a high level of information Security. SageNet has a published Information Security Policy and provides mandatory Security Awareness Training for all employees. SageNet requires that all employees adhere to published SageNet security policy, failure to do so may result in termination of employment. The SageNet security program is only as strong as our people and as such it is the responsibility of all employees to protect corporate and customer data following best   practices and policies.