Customer Success Manager

• Drive Adoption & Outcomes: Be the CCaaS product expert, helping customers implement and optimize capabilities such as routing, inbound and outbound call strategies, IVR and automated experiences, Call Center wallboards and analytics, and AI-infused agent experiences such as co-pilot and VoiceAI.
• Customer Advisory: Lead outcome-driven engagements, including workshops, share best practice, success planning, and health checks.
• Partnership with CSMs: Serve as the CCaaS specialist aligned to the broader CSM account team.
• Onboarding & Enablement: Partner with Professional Services during onboarding to ensure contact center requirements are understood.
• Advocacy & Feedback Loop: Act as the voice of the CCaaS customer internally.
• Value Realization: Connect CCaaS adoption to customer outcomes.
• Cross-Functional Collaboration: Work hand-in-hand with Sales, Renewals, and Services to mitigate risks.

Customer Success Manager, CCaaS Specialist

Customer Success Manager

CRM Deployment Specialist