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Description
The Customer Success Manager (CSM) manages a portfolio of strategic customers across the United States, ensuring they achieve measurable business value from Webbing’s connectivity solutions while building long-term partnerships. The CSM serves as the trusted advisor throughout the customer lifecycle-from deployment and onboarding through adoption, growth, and renewal-working closely with Sales, Product, Engineering, Customer Operations, and Support.
Key Responsibilities:
Customer Success Management
- Build trusted relationships with customer stakeholders and executive sponsors.
- Develop and execute Customer Success Plans aligned with customer business objectives.
- Drive customer adoption, retention, satisfaction, and long-term growth.
- Monitor customer health, usage trends, and business outcomes.
- Identify customer risks and proactively lead mitigation plans.
- Act as the primary customer advocate within Webbing.
Customer Lifecycle Management
- Coordinate customer onboarding and deployment activities.
- Ensure successful implementation of Webbing products and services.
- Conduct regular customer cadence meetings.
- Lead Executive Business Reviews (EBRs) and strategic planning sessions.
- Track commitments and ensure timely follow-up on action items.
Business Growth
- Partner with Sales to identify expansion and cross-sell opportunities.
- Support strategic account planning and customer growth initiatives.
- Promote adoption of new products and platform capabilities.
Operational Excellence
- Maintain accurate customer records and Salesforce account hygiene.
- Document customer architecture, stakeholders, and success plans.
- Monitor SIM usage, data consumption, and service trends.
- Coordinate operational requests with Customer Operations and Support.
- Ensure timely communication during incidents and major service events.
Customer Site Visits
- Travel regularly to customer locations across the United States.
- Conduct on-site Executive Business Reviews, workshops, deployment meetings, and relationship-building visits.
- Strengthen executive relationships through face-to-face engagement.
- Support strategic customer initiatives and key business milestones.
Requirements
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, Project Management, or similar customer-facing roles.
- Experience managing enterprise or B2B customers.
- Excellent communication, presentation, and relationship-building skills.
- Strong organizational, analytical, and project management abilities.
- Experience with Salesforce or similar CRM platforms.
- Professional English (spoken and written).
- Willingness to travel up to for customer meetings, Executive Business Reviews, deployments, and site visits.
Preferred Qualifications
- Experience in IoT Connectivity, Telecommunications, Enterprise Mobility, SaaS, or Automotive Connectivity.
- Experience managing strategic or global enterprise customers.
- Knowledge of APIs, eSIM technologies, or connectivity platforms
About Webbing
Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers’ networks. Webbing’s secured network delivers network protection and web content intelligence.
Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing’s powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.
What we offer
- The opportunity for professional development within a reputable international innovative and growing company.
- The opportunity to join a team of highly professional specialists in an international environment.
- Fully remote role
- Medical benefits