Customer Success Manager - Wireless

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

 

The Customer Success Manager serves as the primary point of contact for customers after the initial sale, driving long-term retention, maximizing customer lifetime value, and minimizing escalations through proactive engagement, trusted partnership, and operational excellence. This role ensures every customer achieves their desired outcomes while experiencing exceptional service that strengthens their commitment to MetTel. 

ROLE AND RESPONSIBILITIES:

Client Relationship Management 

• Serve as the primary point of contact for day-to-day communication with assigned customer accounts 

• Build and maintain strong relationships with key stakeholders and main points of contact 

• Proactively communicate priorities, product roadmap updates, and new service offerings 

• Conduct regular business reviews and planning sessions with customers 

• Gather and document customer future needs and feedback for internal teams 

Customer Management & Documentation 

• Maintain comprehensive and accurate customer information in CRM system 

• Document key contacts, current environment, services, goals, objectives, and pain points 

• Track competitor landscape, tech stack configurations, and Bruin integrations 

• Ensure contract information is properly reflected for reporting and support purposes 

• Monitor and document purchasing criteria and custom deployment requirements 

Problem Resolution & Service Excellence 

• Prioritize meeting all service level objectives (SLOs) and resolve escalations quickly 

• Listen to customer concerns and coordinate internal solutions across business units 

• Own the resolution process, ensuring clear communication and timely follow-up 

• Provide consultative guidance on technology decisions and best practices 

• Share customer success stories and insights on industry trends and emerging solutions 

Revenue Retention & Growth 

• Drive customer satisfaction to reduce churn and increase account value 

• Identify and monitor churn risk triggers (ticket volume, declining engagement, complaints, etc.) 

• Manage renewal contracts and negotiate terms to ensure continued partnership 

• Identify upsell opportunities within existing services  

• Generate qualified leads for cross-sell opportunities to sales or SET teams 

• Ac