Note: The job is a remote job and is open to candidates in USA. Crexendo Inc. is a customer-centric organization committed to delivering an exceptional experience across their cloud communications software platform. They are seeking a highly motivated Client Success Manager to provide proactive, customer-obsessed service, build long-term relationships, and ensure solution adoption for their NetSapiens platform customers.
Responsibilities
- 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
- 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
Skills
- Bachelor's degree or equivalent experience
- 2–3 years of telecom and VoIP experience
- 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
- NetSapiens Platform experience a plus
Benefits
- Medical
- Vision
- Dental
- Holiday pay
- Paid time off (PTO)
- Paid sick time (PST)
- Up to 3.5% 401K match
Company Overview