Scaled Customer Success Manager @ Proximus

About the Role

Telesign is seeking a Scaled Customer Success Manager to help our customers realize meaningful value from our products and grow their relationship with us over time.

As part of our pooled Customer Success team, you will manage a portfolio of mid-market customers through a scalable, 1-to-many engagement model. You will proactively support customers at key moments in their journey, using customer data, predictive signals, and standardized success plays to drive adoption, strengthen retention, and identify opportunities for growth.

In addition to helping customers achieve their desired outcomes, you will identify and pursue upsell and cross-sell opportunities across your portfolio. You will collaborate closely with Sales, Support,

Product, and other internal teams to remove obstacles, mitigate risk, and deliver a consistent customer experience at scale.

The ideal candidate is customer-focused, commercially curious, comfortable working with data, and excited by the opportunity to help build and improve a scaled Customer Success motion.

What You’ll Do

• Manage a portfolio of mid-market customers through a pooled Customer Success model, balancing proactive engagement with timely, needs-based support.
• Guide customers through key lifecycle milestones, including adoption, value realization, renewal readiness, and expansion.
• Deliver scalable 1-to-many customer engagements through targeted outreach, digital campaigns, webinars, office hours, customer education, and other programs.
• Use product usage data, customer health indicators, predictive signals, and standardized success plays to prioritize outreach and proactively engage customers.
• Develop an understanding of each customer’s objectives, use cases, and business challenges, helping them maximize the value of their investment.
• Drive product adoption by connecting customer needs with relevant capabilities, best practices, and additional use cases.
• Proactively identify churn and contraction risks, develop mitigation plans, and coordinate with internal partners to address issues before they affect retention.
• Own or contribute to renewal readiness across the portfolio, ensuring customer health, value realization, risks, and next steps are clearly documented.
• Identify, qualify, and pursue upsell and cross-sell opportunities based on customer needs, usage patterns, and growth potential.
• Manage expansion opportunities through the appropriate stages of the commercial process, partnering with Sales and other teams when needed.
• Meet or exceed established goals for customer retention, product adoption, customer engagement, and portfolio expansion.
• Respond to customer questions and coordinate escalations with Support, Product,

Engineering, and other internal teams to drive timely resolution.

• Monitor portfolio performance and maintain accurate customer, opportunity, risk, and activity records in Salesforce and other Customer Success systems.
• Act as the Voice of the Customer by capturing recurring feedback, identifying trends, and sharing actionable insights with Product, Marketing, Sales, and Customer Success leadership.
• Contribute to the development and continuous improvement of pooled Customer Success programs, playbooks, outreach campaigns, and operating processes.
• Maintain a strong understanding of Telesign’s products, customer use cases, and the broader CPaaS and digital identity landscape.

What Success Looks Like

In this role, success will be measured through a combination of customer and commercial outcomes, including:

• Gross and net revenue retention
• Renewal and churn performance
• Upsell and cross-sell revenue
• Product adoption and usage
• Customer health and risk mitigation
• Customer engagement across pooled programs
• Portfolio coverage and outreach effectiveness
• Accuracy of customer and opportunity data
• Customer satisfaction and feedback

Why This Role Matters

Our mid-market customers need proactive guidance, timely support, and clear pathways to realize more value, but they do not all require a traditional high-touch engagement model. This role will help us deliver an effective, consistent customer experience at scale while creating sustainable opportunities for retention and growth.

As an early member of the pooled Customer Success team, you will also have the opportunity to shape how the program operates. Your customer insights and frontline experience will help us refine our engagement strategies, success plays, segmentation, processes, and technology.

About You

• You have 1–3 years of experience in Customer Success, Account Management, Inside Sales, or another customer-facing role, preferably in a SaaS, CPaaS, technology, or commercial environment.
• You have experience managing multiple customers or accounts and can effectively prioritize competing needs across a portfolio.
• You are comfortable working in a fast-paced environment where customer success includes both retention and revenue growth.
• You have a customer-first mindset and can connect product capabilities to customer goals and measurable business value.
• You are commercially minded and comfortable identifying customer needs, discussing additional use cases, and introducing relevant products or services.
• You communicate clearly and confidently across email, phone, video, webinars, and other digital channels.
• You are comfortable using data, customer signals, and defined processes to prioritize your work and make decisions.
• You are collaborative and have experience working across departments to solve customer problems and deliver results.
• You have experience with Salesforce, Customer Success platforms, business productivity tools, and virtual engagement technologies, or the ability to learn them quickly.