Customer Success Manager

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Customer Success Manager (CSM)

VoApps DirectDrop Voicemail, a NICE Company 
Location: Atlanta, GA (Hybrid or Remote) 

About Us: At VoApps, we’re on a mission to revolutionize the way businesses connect with their customers through our innovative DirectDrop Voicemail technology. We’re experiencing incredible growth, and it’s all thanks to our driven, collaborative team who push the boundaries every day. Now, we’re looking for two exceptional Customer Success Managers to join us and help elevate our client experience even further. 

About the Role: As a Customer Success Manager, you will be a key player in our client success team, reporting directly to the head of Customer Success and Strategic Partnerships. You will own a segment of our customer base, taking a proactive approach to understanding their needs, driving upsell opportunities, and ensuring they get the most value from our products. You’ll be responsible for building strong relationships, conducting regular client meetings (including Quarterly Business Reviews), and diving deep into product utilization to uncover new ways we can help our clients thrive. 

What You’ll Do: 

• Own Client Relationships: Manage a portfolio of key accounts, serving as their main point of contact and trusted advisor. 

• Drive Revenue Growth: Identify upsell and cross-sell opportunities by understanding client needs and leveraging your deep product knowledge. 

• Conduct QBRs: Lead regular client meetings, including Quarterly Business Reviews, to discuss performance, explore new opportunities, and ensure client satisfaction. 

• Onboard and Educate: Guide new clients through the onboarding process, providing training and resources to ensure successful adoption of DirectDrop Voicemail. 

• Analyze and Optimize: Dive into client data to monitor usage, identify areas for improvement, and proactively address any potential issues. 

• Collaborate Across Teams: Work closely with Sales, Product, and Support teams to bring client feedback into the company and advocate for continuous improvement. 

• Become a Product Expert: Develop a deep understanding of DirectDrop Voicemail, quickly mastering the technical aspects of our solution and becoming a go-to resource for clients. 

What We’re Looking For: 

• Proven Experience: 3+ years in a Customer Success, Account Management, or B2B SaaS role, with a track record of driving revenue growth and client retention. 

• Technical Aptitude: Ability to quickly learn and understand technical concepts. You’re not afraid to dive into the details and become an expert over time. 

• Client-Centric Mindset: Exceptional interpersonal skills with a genuine passion for helping clients succeed and the ability to build lasting relationships. 

• Results-Driven: Strong analytical skills and a proactive approach to problem-solving. You thrive in a data-driven environment. 

• Communication Skills: Confident in presenting live and virtually, with the ability to convey complex ideas clearly and effectively. 

• Team Player: You’re collaborative, organized, and self-motivated, with the ability to manage multiple projects and deadlines. 

• Experience in one of our key markets: This CSM will work with professionals in the Online Lending, Fintech, Collections, Credit Union and Healthcare Management verticals, so experience with one or