Customer Success Manager

Technical Client Success Manager

Crexendo Inc., powered by NetSapiens, is a customer-centric organization committed to delivering an exceptional experience across our cloud communications software platform. We are seeking a highly motivated, technical Client Success Manager (CSM) to provide proactive, customer-obsessed service to our NetSapiens software platform customers.

This role operates within a collaborative team environment and serves as a strategic advisor, technical resource, and internal advocate for assigned customers. The TCSM is responsible for building long-term relationships, ensuring solution adoption, and supporting customers in achieving their business and technical outcomes on the NetSapiens platform.

Customer Account Management & Technical Guidance:

Own the customer relationship throughout the entire lifecycleonboarding, implementation, expansion, and ongoing technical success.

Collaborate closely with onboarding and deployment teams to ensure a seamless transition into post-launch operations and support.

Guide customers through NetSapiens platform best practices, configuration standards, and operational workflows to ensure a successful launch.

Build strong, trusted relationships at multiple levels within the customer's organization, functioning as a strategic and technical advisor.

Maintain a deep understanding of Crexendo and NetSapiens products, services, APIs, and system capabilities to effectively address questions, provide technical recommendations, and support troubleshooting.

Assist in periodic technical and billing audits to ensure account accuracy and optimal platform utilization.

Serve as the primary liaison between customers and internal teamsincluding Engineering, Product, Sales, Deployment, and Customer Serviceensuring clear communication and alignment.

Advocate for customer needs internally, helping influence product enhancements, roadmap direction, and service improvements.

Customer Issue & Escalation Management:

Monitor, assess, and drive resolution of customer-reported issues, coordinating with technical teams as needed.

Provide structured escalation management, ensuring timely triage, communication, and follow-through until resolution.

Track and review all live discussions related to escalations, ensuring visibility, documentation, and consistent updates to stakeholders.

Analyze recurring issues and identify opportunities for process improvement, product enhancements, and customer education.

Continuously review end-to-end processes and customer feedback to improve the customer experience and strengthen platform adoption.

Requirements and Skills for Success:

Bachelor's degree or equivalent experience

23 years of telecom and VoIP experience (NetSapiens Platform experience a plus)

Strong technical aptitude and the ability to understand and communicate platform-level concepts (SIP, routing, call flows, provisioning, APIs, troubleshooting basics)

Analytical and process-oriented mindset with attention to detail

Proficiency with Microsoft Office, especially Excel and Outlook

Ability to work independently and manage multiple technical priorities simultaneously

Demonstrated ability to communicate clearly with both technical and non-technical audiences

Excellent written and verbal communication skills

Strong organizational, time-management, and multitasking skills

Proven track record in customer service, account management, or technical support within a professional environment

Ability to respond to customer needs promptly and professionally

Strong teamwork and collaboration skills, with experience interfacing across multiple internal departments

Benefits:

Crexendo offers a comprehensive benefits package including; medical, vision, dental, holiday pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.