Customer Success Manager – Enterprise Accounts

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take charge of customer retention and safeguard recurring revenue for the designated portfolio.

• Develop and uphold account success strategies that encompass customer goals, key stakeholders, services, locations, equipment, risks, renewals, and growth prospects.

• Oversee account health, kit activations, service utilization, support activities, billing issues, contract obligations, and future renewals.

• Detect customers at risk and spearhead recovery initiatives.

• Maintain consistent communication with essential customer stakeholders.

• Lead renewal strategies and manage internal approvals, pricing, and documentation.

• Take ownership of routine expansions within assigned accounts, including additional kits, data plans, EnerStar 360 managed services, and existing offerings.

• Recognize unmet customer requirements and propose appropriate solutions.

• Prepare and coordinate regular quotations, order needs, and internal fulfillment processes.

• Formulate account-growth strategies and project additions, renewals, and expansion revenue.

• Collaborate with Sales, technical leaders, or executive sponsors on significant or complex opportunities.

• Act as the main relationship contact following implementation and account transition.

• Evaluate, document, and report on customer satisfaction.

• Organize internal resources to address escalated service, operational, technical, shipping, or billing challenges.

• Follow up after major installations, service disruptions, and significant account modifications.

• Gather customer feedback and suggest service and process enhancements.

• Develop reference, testimonial, and case-study opportunities with Marketing and customer consent.

• Plan and execute quarterly business reviews for assigned strategic and top-tier Starlink customers.

• Prepare account-specific reports on service performance, active kits, data utilization, support activities, billing, requirements, risks, and growth opportunities.

• Present Starlink developments, EnerStar 360 services, products, and technology options in a practical context for customers.

• Document commitments, action items, owners, and completion dates, ensuring follow-up actions.

• Provide management with quarterly summaries on QBR completion, customer health, retention risks, renewals, and growth opportunities.

• Collaborate with Sales during account transitions and partner with NOC, Operations, Engineering, Logistics, Field Services, and Accounting.

• Keep accurate customer records, contacts, opportunities, activities, forecasts, and action items in the CRM system.

• Enhance onboarding, account transitions, renewal processes, customer reporting, and escalation procedures.

• Undertake additional duties and responsibilities as identified.

⛳️ Requirements

• A minimum of five years' experience in customer success, strategic account management, telecommunications, managed services, SaaS, or a related field.

• Proven experience managing enterprise or multi-location customer relationships, including retention, renewals, and account expansion.

• Excellent executive-level communication, relationship management, and presentation skills.

• Track record of enhancing retention, customer satisfaction, and revenue from existing accounts.

• Commercial acumen and the ability to discern when an opportunity can be addressed directly versus when to engage Sales or technical leadership.

• Capability to comprehend technical services and articulate them in practical business terms.

• Strong organizational, follow-through, forecasting, and problem-solving abilities.

• Experience conducting QBRs and proficiency in working with CRM, quoting, and reporting systems.

• Ability to coordinate effectively across multiple departments without direct authority.

• Background in satellite communications, telecommunications, managed connectivity, oil and gas, government, healthcare, or emergency response is advantageous.

• A bachelor's degree or equivalent relevant experience is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive work environment.

• Flexible work arrangements and work-life balance support.