WHAT SUCCESS LOOKS LIKE IN THE FIRST YEAR

• You’ve helped key customers get up to speed quickly, and they’re seeing real value from day one.
• Your accounts are sticking around, growing, and renewing—because they trust you and love working with us.
• Customers feel heard and supported, with high satisfaction (NPS/CSAT) showing the impact of your work.
• More people are using our products and getting the most out of them, thanks to your guidance.
• Your check-ins (like MBRs/QBRs) drive engagement, keeping customers happy and invested.
• You’ve made things smoother—whether by improving processes, suggesting new tools, or making teamwork across departments easier.

ABOUT US

At i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, and Ubisoft, we are shaping the future of gaming and network technology

YOUR TASKS

At i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, and Ubisoft, we are shaping the future of gaming and network technology.

WHY YOUR ROLE MATTERS

As a Customer Success Manager (CSM), you’ll be the key player in making sure our top customers get the most out of our products and services. You’ll build strong, long-term relationships while tackling challenges head-on, ensuring that our customers not only stick around but also thrive with our solutions. Your role will be all about delivering top-notch service and making sure we’re constantly improving to meet customer needs. You won’t just be a point of contact—you’ll be a real partner in their success.

WHAT YOU’LL BE DOING

• Onboarding and Implementation
• Guide our top customers through the onboarding process and ensure their transition from ‘quote to cash’ is seamless.
• Set up accounts, provide training, and make sure customers are ready to use the product from day one.
• If customers have specific needs, you’ll be the one implementing those solutions across the team.
• Customer Commitment and Promotion
• You’ll be the go-to person for your accounts, making sure communication stays smooth with regular check-ins.
• Hold weekly meetings to address any questions, concerns, and feedback, and provide metrics to show how we’re delivering.
• Investigation and Promotion
• Work with the Ops teams to dive into customer issues and quickly solve them.
• Be the customer’s advocate internally, making sure their needs are heard in product or service meetings.
• Optimizing the Customer Journey
• Find ways to streamline customer processes, from lead to cash, and make everything more efficient.
• Work with Product, Sales, and Marketing to innovate and implement new tools to keep i3D.net ahead of the curve.
• Align teams to make sure opportunities get executed on time and with impact.
• Data and Reporting
• Look over customer data to spot areas where we can improve and reduce churn risk, using tools like Jira Service Management (JSM).
• Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to keep customers in the loop and promote new features/products.