Customer Success Service Manager

About this role

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Description

Job Summary:

The Customer Success Service Manager is responsible for ensuring client satisfaction, retention, and growth by providing proactive service, support, and strategic guidance. This role acts as the main point of contact along with a Platinum Customer Success Manager for clients post-sale, working cross-functionally with Sales, Product, and Support teams to ensure seamless customer experience.

Key Responsibilities:

- Client Relationship Management:
- Serve as the primary point of escalation contact for a portfolio of key clients.
- Develop strong, trusted relationships to ensure customer satisfaction and loyalty.
- Regularly communicate with clients to understand their goals, challenges, and feedback.
- Onboarding & Adoption:
- Lead the onboarding process for new customers to ensure a ...