Position is fully remote in the USA. HQ is in Salt Lake City, UT
Company Summary:
Lightstream is a fast-growing technology company that provides full-service cloud and connectivity solutions to enterprises worldwide. Emphasizing its core values of loyalty and enhanced customer care, Lightstream not only designs enterprise solutions but also serves as a single trusted advisor for complex technology infrastructure environments. As a result, Lightstream is an established and recognized leader in the core cloud and connectivity solutions market today. See more at lightstream.io.
Position Summary:
The Customer Success Manager (CSM) has a primary focus on fostering strong customer relationships, driving customer satisfaction, and business growth through the strategic use of Lightstream's technology and network solutions. The CSM serves as a trusted advisor to customers, advocating for their business needs while facilitating the seamless execution of services and solutions.
This role supports our Network Services business, which includes carrier services such as voice and data circuits, as well as inventory and expense management. Preferred experience includes familiarity with telecom carriers, provisioning and installation processes, and the ability to communicate technical concepts clearly to both customers and internal teams.
What you'll be doing:
Customer Relationship Management & Account Management
- Serve as the primary point of contact for assigned Customer accounts, facilitating retention and expansion of customer relationships with Lightstream.
- Develop and maintain strong relationships with key business and IT stakeholders, becoming an expert on the customer's implementation and understanding their top business goals and priorities.
- Perform as a trusted advisor, helping customers achieve their business objectives by offering timely and proactive recommendations on the utilization of Lightstream's technology and network services.
- Lead Quarterly Business Reviews (QBRs), offering data-driven insights, performance metrics, and strategic recommendations to align Lightstream's solutions with the customer's evolving needs.
Service Delivery & Account Support
- Oversee the entire lifecycle of customer accounts, including project management, deliverable preparation, and timely communication of updates and outcomes.
- Monitor and analyze customer usage trends, providing guidance on service adoption, utilization, and optimization as part of the QBR process.
- Identify opportunities for service expansion and provide strategic recommendations to customers that align with their business goals.
- Place and track network-related service orders, ensuring customers are informed of the progress and working collaboratively with internal Lightstream resources to resolve any roadblocks.
- Organize stakeholders, follow up on project action items, and assign ownership and delivery timeframes to ensure accountability and progress.
- Hold partners, Lightstream teams, and customers accountable for meeting commitments and adhering to project deadlines.
Incident & Issue Management
- Act as a customer advocate during the triage and resolution of high-severity issues, ensuring business continuity and customer satisfaction.
- Provide proactive communications in the event of service degradation or disruption, keeping customers informed and engaged throughout the resolution process.
Collaboration & Knowledge Sharing
- Work closely with internal teams to share customer insights, contribute to internal projects and initiatives, and collaborate on process improvements that enhance service delivery.
- Serve as a Subject Matter Expert (SME) for specific process areas, mentoring team members and sharing best practices to improve overall team effectiveness.
Strategic Growth & Expansion
- Continuously identify and pursue growth opportunities within the existing customer base, ensuring alignment between customer needs and Lightstream's evolving service offerings.
- Work alongside sales and technical teams to develop and propose new solutions that enhance customer value and drive additional revenue.
What you need to be successful:
- 3-5 years of applicable experience a CSM role, Network experience is a plus
- Analytical Thinking and Attention to Detail: Ability to analyze invoices, usage reports, and network inventory for accuracy and optimization.
- Communication & Executive Presence: Proven ability to engage with Executive and Senior-level executives, delivering clear, concise, and impactful updates.
- Customer-Centric Mindset: Strong ability to advocate for customers, ensuring their needs are met while aligning solutions with business objectives.
- Project & Service Management: Ability to manage multiple network service orders and initiatives while ensuring timely and high-quality execution. Strong organizational skills are valuable for coordinating service activations, migrations, and issue resolution, along with familiarity with ticketing systems and workflow management tools.
- Problem Solving & Issue Resolution: Strong analytical skills to identify trends, anticipate challenges, and proactively resolve customer concerns.
- Collaboration & Teamwork: Works effectively across departments to drive customer success and contribute to internal knowledge-sharing initiatives.
What we bring to the table:
- Compensation package commensurate with experience and background
- Comprehensive benefits package including medical, dental, vision, and life insurance
- HSA or FSA
- PTO and Holiday Pay
- 401k retirement plan with a company match
- Remote work-from-home options with home office stipend
Base Salary Range:
$65,000 - $80,000
The Salary Range provided for this role is informed by (but not limited to) various factors including responsibilities of the position, work experience, education/training, internal peer equity, geography, as well as other market influences when extending an offer. The disclosed range has not been adjusted for these factors. This role will also be eligible for bonus.
You must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.