Customer Success Manager

Crexendo Inc. is a customer-centric organization committed to delivering an exceptional experience across their cloud communications software platform. They are seeking a highly motivated Client Success Manager to provide proactive, customer-obsessed service, build long-term relationships, and ensure solution adoption for their NetSapiens platform customers.

Responsibilities:

• 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
• Continuously review end-to-end processes and customer feedback to improve the customer experience and strengthen platform adoption

Requirements:

• Bachelor's degree or equivalent experience
• 2–3 years of telecom and VoIP experience
• Strong technical aptitude and the ability to understand and communicate platform-level concepts (SIP, routing, call flows, provisioning, APIs, troubleshooting basics)
• Analytical and process-oriented mindset with attention to detail
• Proficiency with Microsoft Office, especially Excel and Outlook
• Ability to work independently and manage multiple technical priorities simultaneously
• Demonstrated ability to communicate clearly with both technical and non-technical audiences
• Excellent written and verbal communication skills
• Strong organizational, time-management, and multitasking skills
• Proven track record in customer service, account management, or technical support within a professional environment
• Ability to respond to customer needs promptly and professionally
• Strong teamwork and collaboration skills, with experience interfacing across multiple internal departments
• NetSapiens Platform experience a plus