About this role
Welcome!
Our Growth is Creating Great Opportunities!
Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!
Thanks for your interest in working on our team!
The Customer Success Manager (CSM) will be responsible for managing a portfolio of SaaS customers. The Customer Success Manager role is a great opportunity to apply technical level skills along with customer service skills to drive customer success.
Duties and Responsibilities:
- Analyze customer activity to identify and determine metrics to ensure that customers are leveraging our products effectively and finding value in our services.
- Monitor and identify usage trends to uncover risks and support greater adoption rates.
- Establish and maintain customer relationships to drive upgrade revenue through increased product adoption and usage.
- Become an expert in the products available to our customers and have the ability to educate customers on the use and benefit of our products.
- Work cross-functionally with Sales, Product Development, and Services teams to share customer insights to develop new value propositions, build awareness, and reveal expansion opportunities.
- Partner with sales team to ensure a smooth transition and onboarding experience.
- Other projects and tasks may be assigned to accommodate the changing needs of the department and the Company.
Basic Qualifications:
- Bachelor’s Degree (B.S./B.A.) or equivalent experience required.
- 8-12 years of related experience required.
- Experience in Broadband/Telecommunications space preferred.
- 5 years of experience working directly with customers.
- Proven ability to grow enterprise accounts.
- Strong business acumen and communications skills when working with customers.
- Strong customer service skills.
- 20% travel is expected in this position to support ADTRAN’s Sales objectives.
Preferred Qualifications:
- Master’s degree.
- Familiarity with existing ADTRAN SaaS products.
- Competence with A.I. tools
- Experience with Salesforce