Digital Customer Success Manager

Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are looking for experienced and dynamic Customer Success Managers (CSMs) who are excited to help shape this new Digital function. This role offers the opportunity to define how we collectively manage and engage with thousands of smaller accounts, ensuring they achieve success and continue to grow with us. As a Digital CSM, you’ll proactively and reactively connect with multiple accounts, leveraging insights and data indicators provided by the Director of Digital Customer Success. You’ll also collaborate closely with the Renewals team, focusing on customer retention and growth.

What You’ll Be Doing (Key Responsibilities):

• Engage proactively with customers based on data-driven insights, scheduled outreach, and reactive needs to enhance product adoption and success.
• Partner with the Renewals team to ensure customer retention and identify opportunities for expansion.
• Serve as a trusted advisor, leveraging deep knowledge of our products and the contact center industry to provide impactful recommendations.
• Help define and refine the role of the Pooled CSM team, contributing ideas and feedback to shape its direction and strategy.
• Build rapport and deliver results in short-term engagements, addressing customer challenges and guiding them toward achieving their goals.
• Collaborate with cross-functional teams, including Support, Services, Marketing, and Product, to provide seamless customer experiences.
• Share customer insights with internal stakeholders to help improve products, processes, and engagement strategies.

Success Criteria:

• Increased customer satisfaction and retention rates.
• Successful execution of proactive and reactive customer engagements.
• Effective collaboration with cross-functional teams to drive customer outcomes.
• A strategic mindset, with a passion for shaping new initiatives and building out best practices for a new team.
• Proven ability to manage diverse customer portfolios, balancing proactive and reactive engagements.
• Expertise in driving product adoption, solving customer challenges, and identifying growth opportunities.
• Familiarity with the contact center industry and its specific needs is a strong plus.
• Strong communication and interpersonal skills, with the ability to quickly establish trust and credibility across diverse customer personas.

Requirements

• 7+ years of professional experience in Customer Success, Account Management, Support, or Services within the SaaS or contact center industries.
• Comfortable working with systems like Salesforce, Gainsight, or similar platforms to track and manage customer interactions.

Benefits

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $95,000 annually.

Our Power is Our People, driven by Our Core Values:

                  Relentless Innovation: Kick status in the quo.

                  Customer Obsessed: Put the customer first. Always.

                  Results Matter: Take action that impacts. Every day.

                  Ignited by Our Diversity: Invite inspiration from everyone.

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, a