Senior Success Account Manager

Role Overview

• Serve as the Account Success Leader and trusted executive point of contact for assigned CSP accounts, from post-sale through onboarding, transformation, renewals, and expansion.
• Develop and execute joint account success plans in partnership with Sales, aligning customer business objectives with Calix solutions and success programs.
• Orchestrate the end-to-end customer lifecycle, ensuring alignment across internal teams and consistent delivery of value.
• Guide customers through their business and operational transformation journey, leveraging consultative expertise to influence strategy, priorities, and adoption.
• Champion a value-based approach to Customer Success, defining success metrics, KPIs, and ROI tied to customer outcomes.
• Monitor customer health, utilization trends, and risk signals; proactively lead mitigation plans and drive timely resolution of escalations.
• Build and sustain strong relationships with customer executives and sponsors, strengthening Calix’s role as a strategic partner.
• Co-deliver Quarterly Success Reviews (QSRs) and executive briefings that highlight outcomes, impact, and success stories.
• Drive renewals, retention, and expansion by anticipating customer needs and identifying upsell and cross-sell opportunities.
• Capture and qualify growth opportunities, partnering with Sales to support pipeline development and deal execution.
• Advocate for customer needs internally to influence roadmap alignment and solution evolution.
• Collaborate in a matrixed environment with Sales, Product, Marketing, Support, Business Insights, and Services teams.
• Provide program-level oversight for key initiatives, including planning, execution, timelines, and stakeholder communication.

Requirements

• 8+ years of experience in senior-level customer success, account management, professional services, or post-sales leadership
• Proven success leading customers through complex transformation initiatives in a consultative, executive-facing role
• Experience managing accounts in a matrixed, enterprise environment, partnering closely with Sales and cross-functional teams
• Demonstrated track record of driving renewals, expansion, and long-term customer value

Benefits

• Bonuses
• Professional development opportunities