Customer Success Manager-Enterprise Services

Sorenson Communications is a leading provider of language services, dedicated to enhancing communication accessibility. They are seeking a Customer Success Manager to support Enterprise customers by ensuring successful onboarding, adoption, and retention of their communication solutions.

Responsibilities:

• Serve as a primary point of contact for assigned enterprise customers
• Build and maintain strong relationships with customer stakeholders, decision-makers, and operational contacts
• Conduct regular business reviews, account check-ins, and service performance discussions
• Develop a deep understanding of customer business objectives, workflows, accessibility needs, and communication requirements
• Ensure customers receive timely communication, issue resolution, and proactive support
• Lead onboarding activities for new enterprise customers, including implementation, coordination, training, and service education
• Help customers successfully adopt Sorenson Enterprise solutions including:
• Video Remote Interpreting (VRI)
• On-demand interpreting services
• On-site interpreting
• Speed translation services
• Coordinate customer training sessions and provide best practices for maximizing service utilization
• Support customer adoption of enterprise platforms and scheduling workflows
• Monitor customer health, usage trends, service quality metrics, and engagement levels
• Identify risks to customer satisfaction or retention and develop action plans to address concerns proactively
• Partner with internal teams to resolve operational, technical, scheduling, or billing issues
• Advocate for customer needs internally while balancing operational capabilities and business objectives
• Drive customer retention and long-term partnership growth
• Conduct Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and recurring service reviews with enterprise customers
• Analyze service data and customer feedback to identify opportunities for optimization and process improvement
• Collaborate with Sales teams on account growth opportunities, renewals, and expansion discussions
• Support enterprise customers with accessibility strategy recommendations and communication solution planning
• Work closely with Operations, Interpreter Scheduling, Workforce Management, Technical Support, Finance, and Sales teams to ensure seamless customer experiences
• Escalate critical customer issues appropriately and drive resolution through completion
• Maintain accurate customer records, account notes, and activity tracking within CRM systems

Requirements:

• Minimum 4 Year / Bachelor's degree or equivalent work experience
• Minimum 7+ years of experience in Customer Success, Account Management, Client Services, or Enterprise Support
• Experience managing enterprise or B2B customer relationships
• Strong communication, presentation, and relationship-building skills
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Experience conducting customer business reviews and executive-level communications
• Strong organizational skills and attention to detail
• Proficiency with CRM systems such as Microsoft Dynamics or similar platforms
• Experience supporting enterprise implementations or service delivery operations
• Experience in accessibility services, interpreting services, SaaS, healthcare, education, or enterprise service environments
• Knowledge of Deaf culture, accessibility compliance, or communication accessibility solutions
• Data analysis and reporting experience