Customer Success Manager – Multinational Corporations

WHAT'S THE ROLE

The Customer Success Manager (CSM) is responsible for delivering an exceptional customer experience to Liberty Business's portfolio of high-value strategic named accounts . Working in close partnership with the Global Account Manager (GAM), the CSM serves as the primary post-sales relationship manager, ensuring customers realize maximum value from Liberty's solutions while driving retention, satisfaction, and long-term growth.

The CSM acts as the customer's trusted operational advisor, coordinating internal teams, proactively managing service delivery, and ensuring all customer commitments are executed with excellence. This regional role for the Liberty Caribbean market is highly collaborative and requires strong relationship management, commercial awareness, and cross-functional leadership.

WHAT YOU'LL DO

• Build and maintain trusted relationships with key customer stakeholders across assigned strategic accounts.
• Serve as the primary day-to-day contact for customer operational and service-related matters.
• Conduct regular business reviews and customer health checks.
• Develop success plans aligned with customer business objectives.
• Partner closely with the Global Account Manager to execute strategic account plans.
• Support account growth opportunities through customer adoption and identification of expansion opportunities.
• Prepare customer reports, presentations, executive business reviews, and performance metrics.
• Coordinate customer communications and follow-up on strategic initiatives.
• Drive customer adoption of Liberty Caribbean products and services.
• Monitor customer health, satisfaction, and service performance.
• Identify risks to customer satisfaction or contract renewal and proactively develop mitigation plans.
• Lead renewal readiness activities in partnership with Sales.
• Coordinate internally across Sales, Operations, Technical Support, Service Delivery, Billing, Engineering, and Product teams.
• Track customer requests through to successful resolution.
• Escalate critical issues when required and ensure timely communication throughout the resolution process.
• Ensure customer SLAs and service commitments are consistently achieved.
• Monitor KPIs related to customer satisfaction, service performance, adoption, and retention.
• Maintain accurate customer documentation and CRM records.
• Provide account insights and recommendations to leadership.

WHAT YOU'LL NEED

• Bachelor's degree in Business Admin, Telecommunications, Information Technology or related field OR equivalent experience.
• 3-5 years in Customer Success, Account Management, Enterprise Support, or Client Relationship Management.
• ICT knowledge and previous experience is a plus.
• Experience supporting enterprise or strategic business customers.
• Telecommunications or technology industry experience preferred.
• Experience working with cross-functional teams in a fast-paced environment.

Commercial Acumen

Understands the sales cycle, quoting process, contracts, pricing, revenue opportunities, and commercial requirements associated with enterprise customers.

Organization & Attention to Detail

Able to manage multiple opportunities, quotes, customer requests, contracts, and deadlines simultaneously while maintaining a high level of accuracy.

Stakeholder Management

Able to effectively coordinate activities across sales, operations, finance, legal, customer success, and other internal teams.

Communication

Strong written and verbal communication skills with the ability to communicate effectively with both internal stakeholders and customers.

Analytical Skills

Able to analyze pipeline, revenue, customer, and sales information and turn it into useful reports and insights.

Customer Orientation

Understands the importance of delivering a consistent and professional experience to strategic multinational customers.

Proactive Mindset

Anticipates requirements, identifies potential issues, and follows up with stakeholders rather than waiting for issues to escalate.

Execution

Strong ability to manage tasks from initiation through completion and ensure commitments are delivered on time.