Customer Success Manager

Job Description

Job Description

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 lifecycle—onboarding, 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 teams—including Engineering, Product, Sales, Deployment, and Customer Service—ensuring 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

• 2–3 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.