Customer Success Manager

About CommandLink

CommandLink is a global SaaS platform that brings together network services, voice solutions, and IT security under one roof. Its platform helps businesses reduce vendor sprawl by unifying core infrastructure into a single vendor and managing it through a proprietary single-pane-of-glass interface. The company has earned recognition across the industry for innovation and growth, including awards such as SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and AT&T Strategic Growth Partner. Its goal is to help customers improve uptime, simplify operations, and strengthen business performance.

Remote Work Location

This role is fully remote, but it is limited to candidates who live in one of the following U.S. 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, or Wisconsin.

Role Overview

The Customer Success Manager will be responsible for customer retention and business growth through regular customer engagement, quarterly business reviews, and active management of an assigned customer portfolio. The position focuses on improving customer experience, expanding account value through upgrades and cross-sell opportunities, and helping maintain the company’s low churn rate. The role is supported by engineering resources, sales directors, and leadership focused on employee and customer success.

Key Responsibilities

• Build a strong working knowledge of the company’s products, technology stack, software platform, and support approach.
• Use internal tools to maintain consistent communication with assigned customers and stay ahead of their technology needs.
• Develop trusted relationships with customers and serve as a dependable contact for questions, follow-ups, and action items.
• Respond promptly and communicate clearly when customers have positive experiences or new opportunities arise across the customer lifecycle.
• Execute strategic initiatives developed with leadership to uncover cross-sell opportunities and move opportunities through the sales cycle to additional business.
• Work across CRM, quoting, automation, and KPI reporting tools to help ensure performance goals are met.
• Contribute positively to team culture while the company continues to grow.
• Take on additional tasks and special projects as needed to support team and company success.

Requirements

• A four-year degree, or comparable professional experience in place of a degree.
• Demonstrated success managing enterprise customer accounts across deployment, installation, upsell, retention, and renewal phases.
• 3 to 5+ years of experience selling cloud communications, SD-WAN, security, networking, internet services, managed services, or software.
• Confidence working with customer leadership teams, including delivering presentations, demos, QBRs/MBRs, and customer training or webinar sessions.
• Strong proficiency with Excel, Microsoft Office, and general business software.
• A personable, calm, persuasive, and negotiation-oriented approach.
• Self-driven attitude with no hesitation in making outgoing calls.
• Ability to work under deadlines and remain composed in high-pressure situations.
• A charismatic presence that helps build trust quickly with customers and partners.
• Ability to learn new tools, processes, and responsibilities quickly.
• Track record of exceeding sales and retention targets.

Perks and Benefits

• Opportunity to grow within a high-growth organization.
• A workplace that values creativity and new ideas.
• Work that has direct, measurable impact.
• Medical, dental, and vision coverage for full-time employees.
• Flexible time off.
• 401(k) retirement savings support.
• Team events in engaging locations.
• Complimentary DoorDash lunches on Fridays.
• Employee referral bonuses.

Compensation

The base salary range for this remote U.S. role is USD 60,000 to USD 90,000 per year. Final compensation depends on location, skills, experience, and qualifications.

Hiring Process Note

The company uses AI-assisted tools to help review and analyze applications. These tools support the recruiting team by identifying qualifications aligned with the role, but they do not make final hiring decisions. Every application is reviewed by a member of the recruiting or hiring team before a decision is made.