Customer Success Manager

Signing a customer is the start, not the finish. The real work is the year after go-live: helping a team get more out of the platform, catching problems before they become churn, and being the person who actually gets their issue solved. That's this role.

You'll own a portfolio of enterprise accounts once they're live — driving adoption, protecting and growing the relationship, and steering renewals.

This is a hands-on success role at a technical company. You'll understand each customer's goals, translate them into how they use messaging, voice, email, and agents, and be the internal advocate who gets support and engineering moving when something's wrong. You'll spot expansion where it genuinely helps the customer, and give the honest read when it doesn't. Phoenix-based, anchoring North American accounts.

• Own a book of enterprise accounts: adoption, health, retention, and renewals.
• Run onboarding-to-value handoffs and regular reviews that tie platform usage to the customer's goals.
• Be the escalation point — coordinate support, solutions, and engineering to resolve issues and close the loop.
• Spot risk early from usage and sentiment signals, and act before it becomes churn.
• Identify genuine expansion opportunities and partner with sales to pursue them.
• Feed patterns from your accounts back into product priorities.

• 4+ years in customer success or account management, ideally at a CPaaS, SaaS, or developer platform.
• Technically fluent — comfortable talking APIs, integrations, and deliverability with a customer's engineers.
• A track record of retaining and growing enterprise accounts.
• Calm, organized, and genuinely responsive; customers trust you because you follow through.
• Strong written and verbal communication.

• Experience with messaging, telephony, or email products.
• Familiarity with AI or automation tooling.
• Background serving finance, gaming, e-commerce, or education customers.