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 building a new Digital Customer Success team and are looking for experienced and dynamic Customer Success Managers (CSMs) who are excited to help shape this new 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. 

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent  

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, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work! 

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.   

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.  

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [email protected]. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. 

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