Customer Success Manager

Description

The Customer Success Manager (CSM) serves as the primary customer-facing leader responsible for ensuring customers realize measurable business value from their CCaaS investments.

As a CCaaS reseller and systems integrator, Voxai partners with customers across software, professional services, integrations, managed services, and ongoing optimization. This role acts as a trusted advisor to enterprise and mid-market customers, helping them achieve contact center transformation across people, process, and technology.

The CSM leads customer success strategies that drive adoption, optimization, retention, renewal readiness, and long-term account growth. This role works closely with Sales, Services, Managed Services, Support, Product, and technical teams to ensure customer goals are clearly understood, actively managed, and tied to measurable outcomes.

Location: On-site - Local to DFW

Department: Customer Success

Reports To: Director of Customer Success

Responsibilities:

• Build trusted relationships with executives, business leaders, operational owners, and technical stakeholders
• Develop and execute Customer Success Plans aligned to customer business outcomes
• Drive adoption and optimization of CCaaS platforms and CX technologies
• Own the customer lifecycle from post-sale handoff through onboarding, adoption, value realization, renewal, and expansion support
• Partner with Professional Services and Project Management teams to ensure a clean transition from implementation to ongoing customer success
• Ensure managed services contractual obligations are understood, tracked, communicated, and met or exceeded
• Monitor customer health, adoption, service performance, open risks, escalations, and renewal readiness
• Coordinate cross-functionally with Sales, Managed Services, Product, and Support to resolve customer issues and drive alignment
• Conduct regular customer business reviews, service reviews, health checks, and success plan updates
• Identify opportunities for optimization, additional services, integrations, reporting, automation, AI, and/or managed services growth
• Support renewals and expansion opportunities by connecting customer outcomes to demonstrated business value and ROI
• Maintain accurate customer, account, risk, renewal, and service information in Salesforce, ServiceNow, and related internal systems
• Serve as the internal voice of the customer, ensuring customer needs, risks, and opportunities are visible and actionable

Requirements

Required Qualifications:

• Bachelor's degree or equivalent experience
• 5-10+ years in Customer Success, Account Management, Consulting, Managed Services, or related customer-facing roles
• Experience supporting SaaS, CCaaS, CX, contact center, cloud, or enterprise technology customers
• Strong understanding of contact center operations, customer experience, and cloud-based technology environments
• Demonstrated ability to manage executive relationships, customer risk, adoption, renewals, and cross-functional follow-through
• Experience working with CRM, ticketing, project management, or service management platforms
• Strong written and verbal communication skills with the ability to translate technical topics into business impact

Preferred Qualifications:

• Experience with CCaaS platforms
• Experience working for or with a systems integrator, reseller, managed services provider, or professional services organization
• Familiarity with CRM platforms; preferably Salesforce and ServiceNow
• Background in digital transformation, contact center modernization, CX strategy, or managed services
• Experience with CRM integrations, reporting, analytics, IVR, routing, workforce management, AI/bots, omnichannel, or customer journey technologies
• CCaaS certifications or willingness to pursue relevant certifications
• Experience supporting enterprise customers with complex stakeholder environments

Skills & Competencies

• Executive communication and stakeholder management
• Proactive problem-solving and analytical thinking
• Ability to influence, align, and drive accountability across teams
• Program management and strategic mindset
• Strong business acumen and ability to connect technology outcomes to customer value
• Customer health, risk management, and escalation management discipline
• Ability to balance customer advocacy with commercial awareness
• Comfort operating across cross-functional teams, including Sales, Support, Managed Services, and technical teams
• Strong attention to detail in documenting account activity, risks, action plans, and contracting documents

Operating Cadence

• Maintain current Customer Success Plans for assigned accounts
• Conduct recurring business reviews, service reviews, health checks, and internal account reviews
• Track renewal readiness, adoption progress, customer risks, open escalations, and value realization milestones
• Partner with Sales and Services to align account strategy, commercial opportunities, and delivery commitments

What Success Looks Like

Success in this role will be measured by the CSM's ability to help customers realize measurable value from their CCaaS and CX investments while strengthening their long-term partnership with Voxai.

• High customer retention and renewal performance
• Increased adoption and optimization of CCaaS capabilities
• Growth in account value through services, managed services, optimization, and expanded CCaaS capabilities
• Improved customer health, executive engagement, and renewal readiness
• Successful execution of customer success plans and business reviews
• Reduction in customer risk, escalations, recurring issues, and operational friction
• Measured improvements in customer experience and contact center outcomes, such as routing effectiveness, reporting visibility, agent experience, containment, handle time, service levels, or customer satisfaction
• Strong alignment between customer goals and Voxai delivery, support, and managed services commitments
• Accurate account, risk, renewal, and service documentation within Salesforce, ServiceNow, and internal systems
• Development of long-term, referenceable customer relationships