Customer Success Manager
- Compensation
- Not disclosed
- Location
- București, Romania
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- Not specified
- Category
- Customer success
- Posted
Skills
Must have
- Senior experience in Customer Success, Technical Account Management, Partner Management, Service Delivery, or similar customer-facing roles within telecommunications, IoT, SaaS, or connectivity enviro
- Experience managing strategic enterprise customers either directly or through indirect channels and partner ecosystems.
- Proven experience developing and executing customer success plans that improve customer outcomes, adoption, and retention.
- Experience leading executive governance forums and managing senior stakeholder relationships.
- Strong understanding of IoT and connectivity ecosystems, including concepts such as provisioning, roaming, connectivity management platforms, APIs, incident management, and service governance.
- Ability to translate technical concepts into meaningful business outcomes for customers and partners.
- Experience using customer data, analytics, and AI-enabled capabilities to support proactive decision-making and customer engagement.
Nice to have
- Ability to build credibility and trust with both business and technical stakeholders.
- Customer-centric mindset focused on delivering measurable outcomes and long-term value.
- Strong stakeholder management and executive communication skills.
- Strategic thinker who can translate customer objectives into practical actions and outcomes.
- Proactive in identifying risks, dependencies, and opportunities before they impact customer success.
- Strong influencing and facilitation skills, with the ability to drive outcomes across matrix organisations without direct authority.
- Data-driven approach to decision-making, using analytics and AI-generated insights appropriately.
- Confidence in utilising approved AI capabilities to improve productivity, customer insight, and Customer Success effectiveness.
- Strong judgement and resilience when balancing competing priorities, ambiguity, and customer expectations.
- Ability to work effectively across multiple cultures and time zones throughout the EMEA region.
- Willingness to undertake occasional international travel as required.
Full description
About the Role
The Customer Success Manager is responsible for ensuring customers achieve successful outcomes from Aeris services throughout their lifecycle. Working across both direct enterprise customers and Communication Service Provider (CSP) partner channels, the role is accountable for driving adoption, customer value, retention, customer satisfaction, and long-term business growth.
Operating within the Technology organisation, the role leads post-sale Customer Success activities for strategic customers, working directly with enterprise customers and through CSP partners to maximise customer value, improve adoption, strengthen retention, and enhance the customer experience. The role combines proactive customer success practices, structured governance, AI-enabled insights, and cross-functional leadership to identify risks early, improve outcomes, and protect existing business.
The role will utilise approved AI capabilities to enhance customer insight, support decision-making, improve productivity, and increase the effectiveness and scalability of Customer Success activities.
This is a contractor role based in Bucharest, with a hybrid work model requiring at least 2 days per week in the office (The Bridge 3, Sector 6).
Key Responsibilities
Customer Success & Value Realisation
- Develop and execute Customer Success Plans aligned to customer objectives, success criteria, and desired business outcomes.
- Drive adoption and ensure customers realise measurable value from Aeris services throughout the customer lifecycle.
- Monitor customer health indicators to identify risks, declining adoption, and opportunities to improve customer outcomes.
- Develop and implement mitigation plans to strengthen retention and protect existing business.
- Use customer feedback and insight to continuously improve the customer experience.
Governance & Stakeholder Management
- Build trusted relationships with operational, technical, commercial, and executive stakeholders across assigned direct customers and CSP partner organisations.
- Lead governance forums, service reviews, and executive updates focused on customer outcomes, priorities, risks, and agreed actions.
- Facilitate alignment and accountability across stakeholders to drive successful outcomes.
- Partner with Sales and Account Management teams to provide visibility of customer health, priorities, risks, and growth opportunities across existing customers and partners.
Cross-Functional Leadership
- Coordinate cross-functional teams to remove barriers to customer success and progress customer priorities.
- Influence Product, Engineering, Support, and Service Operations teams to improve customer outcomes and experience.