Senior Customer Success Manager

CommBox is a leading Unified Digital & AI Communication platform transforming customer engagement for over 350 clients worldwide. Our mission is to redefine customer communication, making it effortless, intuitive, and incredibly effective.

We provide brands with state-of-the-art tools to automate customer interactions seamlessly across digital channels and messaging apps like SMS, WhatsApp, Messenger, and Google. Our advanced AI technology manages millions of customer transactions daily, streamlining the journey and enhancing efficiency.

We are seeking a talented Customer Success Manager to join our leading team at Commbox.io. The selected candidate will be responsible for supporting and guiding our customers through the implementation and management of our service systems, with a focus on managing digital centers and continuously improving the customer experience.

Responsibilities:

• Serve as a trusted advisor to enterprise customers, deeply understanding their business needs and guiding them to maximize value from the Commbox platform.
• Lead and manage the full lifecycle of global enterprise customers, from onboarding through ongoing success and growth.
• Proven experience in building, implementing, and scaling Customer Success methodologies for managing global customers.
• Support clients in designing and implementing key digital service processes, including seamless integration with existing contact centers and systems.
• Own and manage implementation projects, providing hands-on technical and strategic support while resolving issues in real time.
• Build and maintain strong, long-term relationships with customers to ensure high satisfaction, retention, and adoption.
• Collaborate cross-functionally with Product, Development, Marketing, and Sales teams to influence product enhancements based on customer insights.
• Analyze customer data and performance metrics, producing actionable reports to continuously improve processes and system usage

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Requirements:

• 8+ years of experience as a Customer Success Manager in a B2B SaaS environment.
• Proven managerial background, including leading and mentoring Customer Success teams.
• Demonstrated experience managing enterprise-level accounts.
• Significant advantage for experience working with digital service platforms or contact centers.
• Strong background in Customer Success methodologies, frameworks, and best practices.
• Strong technical aptitude with the ability to quickly learn and adapt to new systems.
• Excellent problem-solving skills combined with strategic and analytical thinking.
• Outstanding written and verbal communication skills.
• Full professional proficiency in English; additional languages are a strong advantage.