Customer Success Manager

• Own a portfolio of enterprise and strategic multi-location customers as their primary point of contact and advocate within SimpleVoIP.
• Build and maintain executive-level relationships with operations, IT, finance, and procurement stakeholders.
• Develop and maintain a success plan for each account that ties SimpleVoIP services to the customer's business goals, growth plans, and KPIs.
• Lead recurring business reviews (monthly/quarterly) with data-driven insights on usage, performance, projects, and roadmap. Retention, Renewals & Expansion
• Drive net revenue retention across the portfolio: protect against churn, identify and close expansion opportunities, and orchestrate clean renewals.
• Identify upsell and cross-sell opportunities (new sites, seats, features, add-on services) and partner with Sales when appropriate.
• Maintain accurate forecasts of renewal risk, expansion pipeline, and account health in HubSpot.
• Negotiate contract renewals and amendments in collaboration with Sales and leadership. Onboarding, Deployment & Project Oversight Existing Customers
• Partner with Provisioning and the project team to ensure on-time, on-spec deployments including new sites, ports, expansions, and platform migrations.
• Facilitate kickoffs, align internal teams, set customer expectations, and remove roadblocks across the project lifecycle.
• Stay close to project status in HubSpot; flag risks and drive corrective action before they impact go-live dates.
• Lead the customer through change management for new features, platform updates, or process changes. Customer

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Required Skills & Experience
• 5+ years in Customer Success, Account Management, or strategic account roles, with at least 2-3 years managing enterprise or multi-location accounts.
• Telecom SaaS background - hands-on experience supporting hosted VoIP, UCaaS, SIP trunking, or comparable cloud telecom services.
• Demonstrated ownership of retention, renewal, and expansion outcomes
• Strong working knowledge of HubSpot (or comparable CRM) - pipelines, deals, projects, tasks, reporting.
• Proven ability to manage complex, multi-stakeholder customer relationships up to the executive level.
• Hands-on, dynamic operator who is comfortable in a fast-moving environment and willing to roll up sleeves on projects, escalations, and process work.
• Excellent written and verbal communication; able to translate technical detail for non technical executives and vice versa.
• Strong project management instincts - able to keep multiple workstreams, sites, and dates aligned without dropping balls.


Nice to Have Skills & Experience
• Experience with multi-location, franchise, or distributed enterprise customers.
• Familiarity with SIP, number porting (LNP), E911, and the basics of how a hosted VoIP platform is delivered.
• Experience leading executive business reviews (EBRs/QBRs) backed by data.
• Exposure to Zendesk, project management tools, and CS platforms (Gainsight, ChurnZero, Catalyst, etc.).
• Bachelor's degree or equivalent experience.


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.