Middle Customer Success Manager

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

Learn more about us here!

This is a remote position open to candidates residing in the following states: Alabama, Arizona, Arkansas, Florida, Georgia, Indiana, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin

About your new role:

The Customer Success Manager will focus on business development and customer retention through consistent customer contact, QBRs, and management of a base of CommandLink customers.  The primary goal is to maximize CommandLink customer experience, growing the base of business through upgrades, product cross-selling, and maintaining our industry-low customer churn rate.  The Customer Success Manager will be supported by exceptional engineering resources, Sales Directors who will work in concert in these efforts, and sales leadership who are laser-focused on helping every employee surpass their career goals.

Key Responsibilities:

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle.
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business.
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

What you'll need for success:

• 4-year college degree, or experience commensurate with a degree.
• Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal.
• 3-5+ year’s experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software.
• Effectiveness and comfort with interaction of a customer’s leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations.
• Strong Excel, MS Office, and general computer software skills.
• Positive, likeable, calm, and persuasive personality with negotiation skills.
• Self-motivated drive with zero outgoing call reluctance.
• Ability to meet deadlines and maintain composure under pressure.
• Charismatic personality that can quickly gain the trust of CommandLink’s customers and partners.
• Proven ability to learn new skills, software tools, and tasks quickly.
• Proven ability to perform while exceeding sales and customer retention goals.

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off  
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Commandlink hires individuals in a number of geographic regions and the pay ranges listed reflect the cost of labor across these regions. The base pay for this position as displayed at the bottom of the job description is a range based on our lowest geographic region, up to our highest geographic region. Pay is based on location among other factors, such as skill-set, experience, and qualifications held.

At CommandLink, we’re committed to creating a fair, consistent, and efficient hiring experience. As part of our process, we use AI-assisted tools to help review and analyze applications. These tools support our recruiting team by identifying qualifications and experience that align with the requirements of each role.

AI tools are used only to assist in the evaluation process — they do not make final hiring decisions. Every application is reviewed by a member of our recruiting or hiring team before any decisions are made.