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Customer Success Manager

Posted:Friday, March 26, 2021

Job Description:


The Customer Success Manager will manage and sustain relationships with customers, helping them take full advantage of our services, providing insights on customer interactions to improve customer experience through responding to enquiries about our products and services, addressing customer complaints, and influencing product and service upgrades based on customer feedback. 


Primary Responsibiiites: 

  • Develop strong customer relationships and foster customer loyalty by addressing customer needs through their Cloudli journey from post-sales onboarding to full adoption of, and success using, our services 
  • Gather customer experience data to improve customer journey and reduce churn 
  • Ensure satisfaction of key customers through periodic check-ins
  • Collaborate with Support Team to pro-actively identify trending questions and pain-points of customer, leveraging self-serve content to address needs
  • Establish, track, and evaluate OKRs and KPIs for Customer Success Team
  • Provide regular training to Customer Success Team and Support Team members on new service features
  • Provide data-based recommendations to Product team, Support team, and Documentation team
  • Act as a primary Customer Liaison for key accounts that are opened in collaboration with Sales Team


Secondary Responsibiiites: 

  • Handle marketing UCaaS leads of 0-5 users, helping close or forward to sales as necessary
  • Provide occasional training for Cloudli Agents when requested, in collaboration with Cloudli Channel Managers
  • Assist Customer Care Supervisor with administration of Support Platform configuration (Zendesk)
  • Assist Documentation Team with the creation of relevant product tutorials and FAQs
  • Occasionally participate in Webinars for new products and services



  • 4+ years in Customer Success, Account Management, or another client-facing role
  • BA/BSc degree in related discipline
  • Experience with customer service practices 
  • Experience supervising others
  • Excellent knowledge of Zendesk (using & programming)
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Knowledge of VoIP and the telecom industry is a big asset
  • Great interpersonal and communication skills with ability to clearly articulate ideas both verbally and written as well as listen to others, encouraging and accepting input from all team members
  • Ability to translate technical jargon into easily understandable information for users



  • A commitment to collaborative work and quality work 
  • Good time-management skills with ability to successfully work under tight deadlines 
  • Bilingual in English and French 


About Cloudli:

Cloudli Communications Corp. (formerly babyTEL) delivers feature-rich communications solutions to businesses of all types and sizes, with a track record that spans decades. Today, our solutions include work-from-anywhere unified communications apps for SMBs, start-ups and entrepreneurs; VoIP connectivity solutions optimized for businesses of any size; and digital fax solutions that leverage new technologies without disrupting trusted and established workflows. Cloudli helps businesses across North America better communicate with their customers – how, where and when they want – without compromising security, reliability and efficiency. Find us on the web, LinkedIn, Facebook and Twitter.  



Click Here to Apply Now

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