Customer Success Manager
At a glance
Mid-level Customer Success role at Harmonic Inc.. Denver · full-time · $90,000–$100,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Set retention targets and map milestones for customers and internal teams to reach
- Guide customers through program or software setup, usage, training, and product-value conversations
- Run customer meetings, including QBRs, while handling reports, quotes, pricing, and renewals
- Monitor NPS, CSAT, SLAs, and KPIs, then address complaints and improve the customer experience
- Resolve commercial and technical issues while coordinating timely answers with other employees
What you bring
- At least five years in customer success management or a closely related position
- Experience supporting MSOs and demonstrating value through the customer experience
- Technical ability to work with the relevant product or service, plus high-tech experience
- Strong communication, relationship-building, accountability, and personal organization skills
- A communications or marketing degree is preferred, along with experience managing and training varied groups
Who this fits
You’ll suit a customer-facing individual contributor role that reports to a Customer Success Regional Lead and has no direct reports. The job is fully remote, preferably aligned with US Eastern or Central time zones, and requires travel up to 15%. It fits someone with high-tech experience, ideally in broadband or telecom, who can handle both commercial and technical customer challenges.
From the employer
Role Description
A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.
The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.
We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates.
A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.
Ultimately, Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
Location
Remote - this position is 100% remote, preferably in the US Eastern or Central time zone.
What you will be doing:
Establish clear client retention goals
Process milestones for the clients and employees to work toward
Assist customers with setting up and navigating programs or software
Promote the value of the product
Upsell services and products with the brand image
Promote value through customer experience
Assist in creating training courses and educational materials
Lead Customer meetings including QBR’s
Lead & Generate Reports, Quotes, Pricing and Contract renewals
Maintain & track high score of NPS & CSAT
Track commercial and technical SLA’s & KPI’s
Review customer complaints and concerns and seek to improve the customer experience
What you should have:
Proven work experience as a Customer Success Manager or similar role, with at least 5 years of expirence.
Experience working with MSOs and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service
Technical experience in the high-tech industry, preferably within the broadband or telecom industries
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
A communications or marketing degree is preferred
Travel
You are required to travel up to 15% percent.
Pay & Benefits
For this role, the estimated base salary range is between $90,000 - $100,000. The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and & Inclusion at Harmonic Inc
At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
Additional Equal Opportunity statement:
Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact hrhelp.nam@harmonicinc.com
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