Customer Success Manager

• 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.