Customer Success Manager
Eleven Eleven
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience.
- Build trusted, consultative relationships by understanding customer goals and aligning ElevenOS capabilities to support those objectives.
- Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn.
- Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
- Identify opportunities to expand customer adoption of Eleven Software solutions and collaborate with Sales on upsell/cross-sell opportunities.
- Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
- Work cross-functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer.
- Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.
Requirements
- Strong technical aptitude with experience in networking concepts, Wi-Fi infrastructure, topology, or IT environments.
- 5+ years of proven experience in Customer Success, Account Management, or similar customer-facing roles, with a focus on relationship management, retention, and growth.
- Exceptional communication skills, capable of presenting technical information to both technical and non-technical audiences.
- Experience leading executive-level conversations, including QBRs, with Director-, VP-, and C-suite-level stakeholders.
- Familiarity with the hospitality industry, MDU space, or similar service-driven verticals is a plus.
- High attention to detail with strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced environment, balancing multiple priorities across a diverse portfolio of accounts.
- Comfortable working across global time zones as needed to support customers and internal teams.
- Occasional travel for company meetings or customer onsite engagements.
Benefits
- Work with global hospitality brands and innovative Wi-Fi technology.
- High-impact role within a growing CS organization.
- Collaborative team, meaningful customer relationships, and room for career growth.
- Mission-driven company focused on elevating the guest and resident experience.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
networking conceptsWi-Fi infrastructuretopologyIT environmentscustomer satisfaction datakey performance indicatorscustomer health monitoringdata analysisupsellcross-sell
Soft skills
relationship managementretentiongrowthexceptional communicationanalytical skillsproblem-solving skillsattention to detailability to thrive in fast-paced environmentsbalancing multiple prioritiescross-functional collaboration