Customer Success Manager at ATN International Inc

Saint Croix, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Strategy, Customer Success, Retention Programs, Customer Insights, Operational Excellence, CRM Tools, Data-Driven Mindset, Leadership, Communication, Stakeholder Management, B2C, B2B, Problem Solving, Collaboration, Continuous Improvement, Strategic Thinking

Industry

Telecommunications

Description

We are seeking a strategic and customer-obsessed Customer Experience & Success Manager to lead the charge in delivering exceptional service and long-term value across both B2C and B2B segments. This role is critical in driving customer retention, ensuring operational alignment, and maintaining high-quality service standards across all customer touchpoints especially within our call center operations. You will serve as the bridge between operations and the call center, ensuring that frontline teams are equipped with the right information, tools, and support to deliver a consistent and outstanding customer experience. Key Responsibilities: Customer Experience Strategy * Design and implement a unified customer experience strategy across B2C and B2B channels. * Map customer journeys and identify friction points to improve satisfaction and reduce churn. * Monitor, evaluate and report on KPIs (e.g., NPS, CSAT, CES) to track and enhance customer sentiment. Customer Success & Retention * Lead a proactive Customer Success function focused on onboarding, engagement, and retention. * Design and execute retention programs tailored to both B2C and B2B customer needs. * Identify at-risk customers and implement targeted interventions to reduce churn. * Build success plans for key accounts and scalable engagement models for broader customer segments. Voice of the Customer (VoC) * Establish feedback loops to capture, analyze, and act on customer insights. * Partner with Product, Sales, and Marketing to advocate for customer needs and influence roadmap decisions. * Lead initiatives that turn feedback into action, driving continuous improvement. Operational Excellence * Implement tools and systems (e.g., CRM, CX platforms) to streamline customer interactions and reporting. * Collaborate with support and technical teams to resolve escalations and ensure service excellence. * Develop playbooks, training, and knowledge bases to empower internal teams and customers alike. Qualifications: * Bachelor’s degree in Business, Marketing, Communications, or related field (Master’s preferred). * 5+ years of experience in Customer Experience, Customer Success, or Account Management, with exposure to both B2C and B2B environments. * Proven track record of improving customer satisfaction, retention, and lifetime value. * Strong leadership, communication, and stakeholder management skills. * Experience with CRM and CX tools (e.g., Salesforce, Zendesk, Gainsight, HubSpot). * Data-driven mindset with the ability to translate insights into action. What We’re Looking For: * A customer champion who thrives on building relationships and solving problems. * A strategic thinker who can balance long-term vision with day-to-day execution. * A collaborative leader who inspires teams and drives cross-functional alignment. * A change agent who embraces innovation and continuous improvement. Why Join Us? At ONE Communications VI, we’re redefining what it means to connect. You’ll be part of a purpose-driven team that values voice, vision, and velocity — and you’ll play a key role in shaping experiences that matter.

Responsibilities

The Customer Success Manager will design and implement a unified customer experience strategy and lead proactive customer success initiatives focused on onboarding and retention. They will also establish feedback loops to capture customer insights and drive continuous improvement.