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.