Customer Success Manager Job Coppell area,Texas USA,Customer Service/HelpDesk

Description

The Customer Success Manager (CSM) serves as the primary customer-facing leader responsible for ensuring customers realize measurable business value from their CCaaS investments.

As a CCaaS reseller and systems integrator, Voxai partners with customers across software, professional services, integrations, managed services, and ongoing optimization. This role acts as a trusted advisor to enterprise and mid-market customers, helping them achieve contact center transformation across people, process, and technology.

The CSM leads customer success strategies that drive adoption, optimization, retention, renewal readiness, and long-term account growth. This role works closely with Sales, Services, Managed Services, Support, Product, and technical teams to ensure customer goals are clearly understood, actively managed, and tied to measurable outcomes.

Location: Dallas, TX preferred / Remote flexible

Department: Customer Success

Reports To: Director of Customer Success

Responsibilities:

Build trusted relationships with executives, business leaders, operational owners, and technical stakeholders
Develop and execute Customer Success Plans aligned to customer business outcomes
Drive adoption and optimization of CCaaS platforms and CX technologies
Own the customer lifecycle from post-sale handoff through onboarding, adoption, value realization, renewal, and expansion support
Partner with Professional Services and Project Management teams to ensure a clean transition from implementation to ongoing customer success
Ensure managed services contractual obligations are understood, tracked, communicated, and met or exceeded
Monitor customer health, adoption, service performance, open risks, escalations, and renewal readiness
Coordinate cross-functionally with Sales, Managed Services, Product, and Support to resolve customer issues and drive alignment
Conduct regular customer business reviews, service reviews, health checks, and success plan updates
Identify opportunities for optimization, additional services, integrations, reporting, automation, AI, and/or managed services growth
Support renewals and expansion opportunities by connecting customer outcomes to demonstrated business value and ROI
Maintain accurate customer, account, risk, renewal, and service information in Salesforce, Service Now, and related internal systems
Serve as the internal voice of the customer, ensuring customer needs, risks, and opportunities are visible and actionable

Requirements

Required Qualifications:

Bachelor's degree or equivalent experience
5-10+ years in Customer Success, Account Management, Consulting, Managed Services, or related customer-facing roles
Experience supporting SaaS, CCaaS, CX, contact center, cloud, or enterprise technology customers
Strong understanding of contact center operations, customer experience, and cloud-based technology environments
Demonstrated ability to manage executive relationships, customer risk, adoption, renewals, and cross-functional follow-through
Experience working with CRM, ticketing, project management, or service management platforms
Strong written and verbal communication skills with the ability to translate technical topics into business impact

Preferred Qualifications:

Experience with CCaaS platforms
Experience working for or with a systems integrator, reseller, managed services provider, or professional services organization
Familiarity with CRM platforms; preferably Salesforce and Service Now
Background in digital transformation, contact center modernization, CX strategy, or managed services
Experience with CRM integrations, reporting, analytics, IVR, routing, workforce management, AI/bots, omnichannel, or customer journey technologies
CCaaS certifications or willingness to pursue relevant certifications
Experience supporting enterprise customers with complex stakeholder environments

Skills & Competencies

Executive communication and stakeholder management
Proactive problem-solving and analytical thinking
Ability to influence, align, and drive accountability across teams
Program management and strategic mindset
Strong business acumen and ability to connect technology outcomes to customer value
Customer health,…