Customer Success Manager

As a Customer Success Manager (CSM) at KORE, you will be the strategic partner and advocate for our assigned customer portfolio, owning the post-sale lifecycle from onboarding through renewal. You are not a reactive troubleshooter; instead, you will proactively drive platform adoption, monitor customer health metrics, and systematically mitigate risk. Your goal is to maximize customer lifetime value, ensure high Gross Revenue Retention (GRR), compress Time-to-Revenue, and unlock commercial expansion opportunities by establishing yourself as a trusted IoT advisor.

In this role, you will be responsible for the following areas:

• Acting as the central point of contact for the entire customer lifecycle, from onboarding and adoption to renewal and expansion, ensuring a seamless and positive customer experience.
• Increasing customer platform adoption, revenue retention, and satisfaction at scale across your assigned portfolio using standardized tools and playbooks. 
• Developing and maintaining effective cross-functional relationships across KORE to quickly navigate internal teams and accelerate customer adoption and time to revenue
• Acting as a partner to identify expansion and renewal opportunities, passing qualified leads to Sales by maintaining a strong working knowledge of KORE’s commercial offerings. 

Onboarding

• Guide customers through structured onboarding processes, platform training, and Success Plan execution to accelerate platform adoption, compress Time-to-Revenue (TTR), and deliver rapid time-to-value. Co-develop, execute, and monitor living Customer Success Plans with clients, aligning deployment milestones, connectivity goals, and business outcomes with measurable ROI.
• Gather accurate, detailed technical requirements from the customer during onboarding to ensure that training meets their strategic goals, and both parties are fully aligned on what success looks like. 
• Own and maintain customer-facing onboarding materials to ensure our self-service resources are accurate, up-to-date, and best-in-class for customers to seamlessly scale their businesses with KORE.

Operational Excellence

• Develop a deep understanding of each customer's business objectives and challenges, positioning yourself as a trusted advisor to help them maximize the value of KORE's solutions.
• Conduct targeted training reviews for newly established customer contacts to maintain a high level of proficiency across KORE's self-service platforms and operational processes. 
• Conduct regular business reviews (QBRs) and check-ins to assess satisfaction, address concerns, and reinforce the value of our partnership, driving customer loyalty and advocacy.
• Synthesize and advocate for the customer experience by providing actionable feedback to internal teams on operational gaps, helping drive positive process improvements and system enhancements.

Talent Development & Leadership

• You are an experienced and trusted advisor and trainer for the wider Customer Success and Support teams 
• Develop and implement comprehensive training and onboarding programs for new team members 
• Promote open and effective communication within the team and across other departments, role modeling the need for a diversity of perspectives to identify the best possible outcome. 
• Help design, refine, and document standardized Customer Success playbooks to scale consistent team-wide performance.
• Maintain deep knowledge of IoT industry trends, telecom standards, and Customer Success methodologies to act as a trusted advisor.

QUALIFICATIONS

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting, preferably within a SaaS, PaaS, or technology/telecoms (IoT) environment. 
• Exceptional ability to build and maintain strong relationships with a diverse set of stakeholders, from technical teams to C-level executives, establishing trust and credibility as a strategic advisor.
• Strong organizational skills with the ability to manage a portfolio of accounts, conduct strategic business reviews (QBRs), and execute time-sensitive projects (like onboarding) to accelerate customer time-to-value.
• Outstanding written, verbal, and presentation skills, with the ability to effectively orchestrate internal, cross-functional resources to drive customer outcomes.
• Experience using data and customer health scores to guide actions, prioritize efforts, and mitigate churn risk. Proficiency with CRM software (Salesforce) and customer success platforms is highly desirable.
• Ability to grasp and articulate technical concepts related to IoT, connectivity, and platform solutions (e.g., KORE ConnectivityPro) to both technical and non-technical audiences.

KORE COMPETENCIES

• Commercial Awareness with Consultative Acumen: Ability to converse with technical architects and executive sponsors, bridging technical IoT architecture with business value.
• Excellent continuous improvement focus, to optimize costs internally while driving the highest value for our customers 
• Strong commitment to innovation and learning by remaining up to speed on key industry trends that may impact your customers, proactively identifying how to help them grow with KORE
• Excellent ability to present information- written and verbal to internal and external customers Excellent training skills with different mediums [live, written, recordings] with the ability to engage at the right level

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to remain stationary; move; lift, push, pull and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.

VISION

To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all.

MISSION

To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve.

KORE VALUES

Customer Obsession

We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions – we want to be loved by our customers.

Be the Spark

We lead with energy, creativity, and urgency. We don't wait for change – we ignite it. We listen, engage, and encourage others to participate.

Own the Outcome

We take accountability seriously – delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we’re frugal where it makes sense.

Grit & Positivity

We face challenges head-on – with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.

Challenge. Debate. But Be Human.

We speak up, question assumptions, and challenge ideas – not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we’re all on the same team.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.