JOB SUMMARY
The Customer Success Manager leads customer retention, revenue protection, and customer value initiatives across Residential and Business portfolios. The role is responsible for reducing churn, managing renewals and migrations, mitigating revenue risks, and ensuring long-term customer loyalty and business growth.

MAIN RESPONSIBILITIES

• Manages customer Success health index with oversight of Quality, Training and Compliance.

• Develops and executes a comprehensive Customer Success strategy aligned with revenue sustainability including the organization’s revenue, customer experience, and commercial objectives.

• Establishes structured strategies for retention, churn prevention, renewals, downgrade intervention, reacquisition, customer migration, and revenue preservation. 

• Drives (CLV) Customer Lifetime Value and management of revenue retention.

• Leads customer lifetime value (CLV) and revenue preservation strategies by proactively managing customer retention, renewals, rebates.

• Maximizes long-term profitability while balancing customer experience, commercial objectives, and sustainable revenue growth.

• Identifies commercial revenue gaps and develop appropriate strategies in collaboration with relevant stakeholders.

• Establishes customer segmentation and intervention strategies based on customer value, tenure, revenue exposure, contract status, churn risk, and commercial opportunity.

• Drives the continued evolution of Customer Success from a reactive retention function into a proactive, data-led commercial capability.

• Maintains strategic oversight of revenue continuity within the Business customer portfolio, working closely with Business Sales, Account Management, and Business Administration.

• Establishes structured visibility and governance around customers approaching contract expiry, ensuring proactive renewal engagement within defined timelines.

• Identify business revenue at risk due to expired or expiring contracts, billing discrepancies, product structures, service concerns, or unresolved customer issues.

• Supports strategies that strengthen contract coverage, revenue predictability, and long-term customer commitment.

• Establishes reporting that provides visibility into contracted revenue, renewal pipelines, revenue secured, revenue at risk, and renewal outcomes.

• Leads commercial strategies for customers require migration due to differences between legacy and current systems, products, packages, pricing structures, or commercial arrangements.

• Identifies customer populations where system or package differences create revenue leakage, inconsistent pricing, excessive discounting, or increased churn exposure.

• Analyzes cancellation and downgrade drivers to identify systemic customer, product, pricing, competitive, or operational issues.

• Ensures appropriate escalation and intervention for high-value or strategically important accounts where revenue continuity is at risk.

• Establishes reporting that provides visibility into contracted revenue, renewal pipelines, revenue secured, revenue at risk, and renewal outcomes.

• Manages the overall team and driving KPI’s.

REQUIREMENTS

• Bachelor’s Degree in Business Administration, Telecommunications, Information Technology or related field.

• Atleast 3–5 years in Customer Success, Account Management, Enterprise Support, or Client Relationship Management.

• Experience supporting enterprise or strategic business customers.

• Experience working with cross-functional teams in a fast-paced environment. 

• Atleast 3 Years of directly related experience is required.

• Strong knowledge of customer service processes and techniques will be considered an asset.

• Must be in possession of a Police Certificate of Good Character