About this role
About the Role
Telesign is seeking a Scaled Customer Success Manager to
help our customers realize meaningful value from our products and grow their
relationship with us over time.
As part of our pooled Customer Success team, you will manage
a portfolio of mid-market customers through a scalable, 1-to-many engagement
model. You will proactively support customers at key moments in their journey,
using customer data, predictive signals, and standardized success plays to
drive adoption, strengthen retention, and identify opportunities for growth.
In addition to helping customers achieve their desired
outcomes, you will identify and pursue upsell and cross-sell opportunities
across your portfolio. You will collaborate closely with Sales, Support,
Product, and other internal teams to remove obstacles, mitigate risk, and
deliver a consistent customer experience at scale.
The ideal candidate is customer-focused, commercially
curious, comfortable working with data, and excited by the opportunity to help
build and improve a scaled Customer Success motion.
What You’ll Do
- Manage
a portfolio of mid-market customers through a pooled Customer Success
model, balancing proactive engagement with timely, needs-based support.
- Guide
customers through key lifecycle milestones, including adoption, value
realization, renewal readiness, and expansion.
- Deliver
scalable 1-to-many customer engagements through targeted outreach, digital
campaigns, webinars, office hours, customer education, and other programs.
- Use
product usage data, customer health indicators, predictive signals, and
standardized success plays to prioritize outreach and proactively engage
customers.
- Develop
an understanding of each customer’s objectives, use cases, and business
challenges, helping them maximize the value of their investment.
- Drive
product adoption by connecting customer needs with relevant capabilities,
best practices, and additional use cases.
- Proactively
identify churn and contraction risks, develop mitigation plans, and
coordinate with internal partners to address issues before they affect
retention.
- Own or
contribute to renewal readiness across the portfolio, ensuring customer
health, value realization, risks, and next steps are clearly documented.
- Identify,
qualify, and pursue upsell and cross-sell opportunities based on customer
needs, usage patterns, and growth potential.
- Manage
expansion opportunities through the appropriate stages of the commercial
process, partnering with Sales and other teams when needed.
- Meet
or exceed established goals for customer retention, product adoption,
customer engagement, and portfolio expansion.
- Respond
to customer questions and coordinate escalations with Support, Product,
Engineering, and other internal teams to drive timely resolution.
- Monitor
portfolio performance and maintain accurate customer, opportunity, risk,
and activity records in Salesforce and other Customer Success systems.
- Act as
the Voice of the Customer by capturing recurring feedback, identifying
trends, and sharing actionable insights with Product, Marketing, Sales,
and Customer Success leadership.
- Contribute
to the development and continuous improvement of pooled Customer Success
programs, playbooks, outreach campaigns, and operating processes.
- Maintain
a strong understanding of Telesign’s products, customer use cases, and the
broader CPaaS and digital identity landscape.
What Success Looks Like
In this role, success will be measured through a combination
of customer and commercial outcomes, including:
- Gross
and net revenue retention
- Renewal
and churn performance
- Upsell
and cross-sell revenue
- Product
adoption and usage
- Customer
health and risk mitigation
- Customer
engagement across pooled programs
- Portfolio
coverage and outreach effectiveness
- Accuracy
of customer and opportunity data
- Customer
satisfaction and feedback
Why This Role Matters
Our mid-market customers need proactive guidance, timely
support, and clear pathways to realize more value, but they do not all require
a traditional high-touch engagement model. This role will help us deliver an
effective, consistent customer experience at scale while creating sustainable
opportunities for retention and growth.
As an early member of the pooled Customer Success team, you
will also have the opportunity to shape how the program operates. Your customer
insights and frontline experience will help us refine our engagement
strategies, success plays, segmentation, processes, and technology.
About You
- You have 1–3 years of experience in Customer Success, Account Management, Inside Sales, or another customer-facing role, preferably in a SaaS, CPaaS, technology, or commercial environment.
- You have experience managing multiple customers or accounts and can effectively prioritize competing needs across a portfolio.
- You are comfortable working in a fast-paced environment where customer success includes both retention and revenue growth.
- You have a customer-first mindset and can connect product capabilities to customer goals and measurable business value.
- You are commercially minded and comfortable identifying customer needs, discussing additional use cases, and introducing relevant products or services.
- You communicate clearly and confidently across email, phone, video, webinars, and other digital channels.
- You are comfortable using data, customer signals, and defined processes to prioritize your work and make decisions.
- You are collaborative and have experience working across departments to solve customer problems and deliver results.
- You have experience with Salesforce, Customer Success platforms, business productivity tools, and virtual engagement technologies, or the ability to learn them quickly.