Customer Success Manager

Vistance Networks is a company that shapes the future of communications technology by delivering reliable solutions. They are seeking a Customer Success Manager to take ownership of customer accounts, focusing on satisfaction, revenue retention, and business expansion while collaborating with various teams to ensure customers realize the full value of their services.

Responsibilities:

• Lead the strategic engagement of assigned accounts, driving renewals, service expansion, and revenue growth
• Proactively manage escalations, guide customers through their service lifecycle, and create customer account plans that map to their business objectives, OKRs, and long-term growth strategies
• Execute Corrective Action Plans (CAPs), Continuous Improvement Plans (CIPs), and Service Improvement Plans (SIPs), while ensuring compliance with licensing, inventory records, contract commitments, and revenue agreements
• Empower customers to effectively use RUCKUS platforms and tools, improving their operational visibility and service outcomes

Requirements:

• 6+ years in Customer Success, IT service management, or related fields (or an Associate degree with equivalent experience)
• Proven track record managing post‑sales relationships, renewals, and revenue growth
• Experience creating account plans, customer roadmaps, and value‑driven service strategies
• Strong ability to handle escalations, SLAs, and customer expectations with urgency and professionalism
• Hands‑on experience executing CAPs, CIPs, SIPs, and other improvement initiatives
• Solid understanding of licensing compliance, inventory management, and operational documentation
• Familiarity with customer‑facing platforms and ticketing systems (basic IT/networking knowledge a plus)
• Ability to travel up to 25% with clients in South America and US to the customer site
• High level of English and Spanish
• Strong presentation skills
• ITIL certification