Senior Customer Success Manager

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Customer Success Full Time Professional GA, US

2 days ago Requisition

The Strategic Customer Success Manager is responsible for the customer journey, building loyalty, and developing close, long-term client relationships with our strategic customers. In this role, you will help KORE’s customers grow and achieve their goals by ensuring that they receive the tools and support needed, while simultaneously strengthening their relationship with KORE as a strategic differentiator. Internally, you will act as the voice of the customer with our sales, marketing, and product teams, ensuring that we are able to meet the customer’s future needs in a proactive way.

In this role, you will be responsible for the following areas:

• Monitoring customer health scores and usage metrics, proactively identifying opportunities for increased product adoption thereby increasing customer lifetime value.
• Efficiently managing internal resource allocations to maintain profitability while ensuring customer success.
• Developing strong relationships with customers, creating advocates who can provide testimonials and case studies, supporting sales efforts, and contributing to revenue growth.
• Driving customer retention by defining what success looks like for each unique customer, then mapping our full product capabilities to track, measure, and prove the delivery of those specific business outcomes
• Acting as a partner to identify expansion and renewal opportunities, passing qualified leads to Sales by maintaining a strong working knowledge of KORE’s commercial offerings

Customer:

• Act as a consultative IoT advisor, translating KORE’s comprehensive product suite into tailored, high-value solutions that address diverse customer business models.
• Orchestrate the end-to-end customer onboarding journey, establishing clear milestone frameworks and Joint Success Plans to accelerate time-to-value and ensure immediate alignment with customer KPIs.
• Design and deliver customized, high-touch enablement programs for strategic accounts, supplementing real-time strategic workshops with a scalable, self-service knowledge library to drive autonomous platform adoption.
• Serve as the primary strategic partner and executive sponsor for a high-value customer portfolio, cross-functionally quarterbacking internal product, engineering, and support teams to proactively mitigate risk and resolve complex operational challenges.

Operational Excellence:

• Establish outcome-based Quarterly Business Reviews with strategic accounts, moving beyond basic status updates to deliver concrete analyses, benchmark adoption gaps, and align on success plans.
• Establish a proactive, structured product feedback loop, translating strategic client insights and platform usage trends into highly organized feature requests and business cases that influence the product roadmap and engineering resources
• Develop, document, and scale standard operating procedures (SOPs) and Customer Success playbooks, ensuring high-quality, repeatable interactions that maintain a consistent standard of excellence.
• Leveraging CRM and other tools to automate routine tasks, track customer interactions, and manage customer data effectively.
• Regularly measure and report upon key performance indicators (KPIs) related to customer success, to identify areas for improvement.

Talent Development and Leadership:

• You are an experienced and trusted advisor and trainer for the wider Customer Success and Support teams
• Develop and implement comprehensive training and onboarding programs for new team members
• Promote open and effective…