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Customer Success Manager

The Customer Success Manager at CX Advanced Solutions serves as a trusted advisor to our customers, blending technical expertise with strategic guidance. This role focuses on building strong customer relationships, driving adoption, and identifying opportunities for growth throughout the customer lifecycle. If you enjoy partnering with customers, influencing outcomes, and aligning technology with business goals, this role offers the opportunity to make a meaningful impact.

Why You’ll Love This Role:

  • Act as a trusted advisor and strategic partner to customers
  • Blend technical knowledge with relationship-building and business impact
  • Influence customer outcomes from onboarding through expansion
  • Drive adoption, optimization, and long-term success
  • Enjoy ownership, visibility, and the ability to shape customer strategy

Job description

Key Responsibilities

Customer Relationship & Strategic Advocacy

  • Act as a point of contact for escalations on enterprise accounts.
  • Build strong relationships with customer executives, IT stakeholders, and operational teams.
  • Advocate for customer needs internally across engineering, product, and support teams.
  • Provide executive-level technical roadmaps and business-aligned guidance.

Sales Engineering & Expansion Support

  • Partner with Sales to identify upsell/cross-sell opportunities and support pre-sales activities including demos, technical validations, and RFP responses.
  • Design tailored solutions that align with business outcomes using Cisco Webex and related cloud technologies.
  • Assist in the creation and delivery of technical Statements of Work (SOWs), BOMs, and proposals.
  • Run Quarterly Business Reviews (QBRs) and strategic planning sessions with customers.

Delivery Oversight for Customer Success on new projects

  • Ensure that complex customer deployment projects are completed (e.g., phased rollouts).
  • Ensure that projects meet project scope, timelines, and risks; ensure stakeholders are aligned and informed.
  • Collaborate with internal project and delivery teams to ensure technical milestones are met.

Device & Asset Management

  • Maintain real-time visibility into customer hardware assets (phones, peripherals, etc.).
  • Oversee provisioning, replacements, upgrades, and lifecycle planning.
  • Recommend optimizations for cost efficiency and performance.

Technical Enablement & Issue Resolution

  • Deliver onboarding, enablement sessions, and technical training for customer teams.
  • Provide escalation support to help identify the correct escalation path for major issues and drive system optimization if needed
  • Serve as escalation lead for critical incidents, coordinating across internal support and vendor teams.

Continuous Improvement & Product Feedback

  • Collect and synthesize customer feedback to influence product development.
  • Stay informed of industry trends and new technology capabilities.
  • Create knowledge assets, case studies, and internal best practices based on real-world experiences.
Reports to
  • Director of Customer Experience
Qualifications
  • Bachelor’s degree in Computer Engineering, Information Systems, or related field.
  • 2+ years in a Sales Engineering, Technical Account Management, or Solution Consulting role.
  • In-depth understanding of cloud-based collaboration and communications platforms (Cisco Webex a plus).
  • Familiarity with VoIP, SIP, and unified communications technologies and understanding of networking, APIs, and scripting languages (Python, JavaScript, Go preferred).
  • Excellent written and verbal communication skills, with experience engaging both technical and business stakeholders.
  • Experience in working with CRM (Salesforce), project tools (Smartsheet), and customer portals (Control Hub, Cascade).
Key Outcomes
  • Customer Satisfaction & Stakeholder Success
  • Revenue Growth through upsell/cross-sell of strategic initiatives
  • On-Time, On-Budget Project Delivery
Systems and Tools
  • Smartsheet – Project planning, reporting, and execution
  • Salesforce (SFDC) – Documentation, pipeline insights, and communication logging
  • Control Hub – Technical administration and monitoring
  • Cascade – Order fulfillment and lifecycle tracking
Performance Metrics / Scorecards
  • Net Promoter Score (NPS) / Customer Satisfaction (CSAT)
  • Project success rate (on-time, on-budget)
  • Technical project adoption and utilization metrics
  • Strategic deal conversion (upsells influenced)
Are you Ready?

Join the team

Fill out the form to the right, upload your resume, and select the position you’re applying for — it’s that simple. Once submitted, our team will be in touch. We’re excited about the opportunity to connect with you and explore how you can make an impact at CXAS.

If you have any questions, feel free to reach out to us at careers@cxsol.com.

Questions?

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