Customer Success Manager

At CallTek, our reputation is built on trust, precision, and follow-through. The Customer Success Manager (CSM) strengthens that reputation by managing post-sales relationships, ensuring extraordinary customer experience, and driving revenue expansion within existing accounts.

The CSM acts as a strategic partner to assigned clients - serving as their advocate, maintaining clear communication, and ensuring internal accountability. With strong relationship management and consultative discovery, the CSM uncovers opportunities for expanded services, technology offerings, contract growth, and long-term partnership alignment.

In addition to managing existing clients, the CSM supports the sales team in onboarding new customer contracts, ensuring proper documentation, communication, and a smooth path from contract execution to service delivery.

Core Purpose

To strengthen customer partnerships through proactive engagement, trusted communication, and commercial insight - while driving revenue growth across existing accounts and supporting the successful implementation of new customer contracts.

Key Responsibilities - Client Relationship Management

Serve as the primary point of contact for assigned clients, ensuring contract obligations are met responsiveness and consistent communication.

Participate in all client-facing meetings and distribute notes promptly.

Build trust through transparency, follow-through, and consultative engagement.

Attend Operations conducted scheduled business reviews to assess performance and identify new opportunities.

Requirements

Key Responsibilities - Sales Expansion & Revenue Growth

Use consultative questioning to surface gaps, new needs, and expansion opportunities.

Identify upsell and cross-sell opportunities across CallTek services and tools.

Develop business cases and solution outlines to support proposals.

Partner with Sales Leadership to finalize pricing and commercial terms.

Own the lifecycle of existing-account growth opportunities.

Maintain accurate CRM updates on opportunity progress.

Support renewal cycles by reviewing performance and expansion paths.

Key Responsibilities - New Customer Contract Support

Assist Sales Leadership with contract creation and accuracy.

Manage the full contract lifecycle including signatures and storage.

Communicate scope and expectations internally to ensure alignment.

Monitor early success indicators and escalate risks when needed.

Communication & Accountability

Maintain visibility into commitments through documentation and communication.

Surface risks or customer-impacting concerns promptly to leadership.

Provide proactive updates to stakeholders to ensure alignment.

Ensure all meeting notes and action items are clearly documented.

Cross-Functional Collaboration

Collaborate with Sales, Operations, Product, and New Services teams.

Share client insights to inform improvements to services and offerings.

Support cross-entity collaboration within OneSource for shared accounts.

Qualifications

Bachelor’s degree in Business, Communications, or related field preferred.

3+ years in client success, account management, or consultative sales.

Proven success in growing existing accounts.

Strong communication, organization, and follow-up skills.

CRM and workflow tool proficiency (Monday.com preferred).

Strong balance of customer satisfaction and commercial goals.

Key Attributes for Success

Consultative & Curious

Sales- & Growth-Minded

Accountable

Collaborative

Trusted Advisor

Expected Outcomes

Increased revenue from existing customers through proactive, solution-based selling.

Higher customer retention through strong relationship management.

Accurate contract lifecycle management and improved documentation.

Stronger internal accountability due to clear communication.

Reinforced trust in CallTek as a reliable, strategic partners.

Benefits

Free one meal a day

Emergency Loan and Other Financial Assistance Program

Free 24 Hours snacks and beverages

Health Insurance

Health Subsidy

Interest-Based Clubs

Life Insurance

Team Socialization Allowance

Perfect Attendance Bonus

Year-End Performance Bonus Plan(Company discretion)

And much more

Subject to change