Senior Customer Success Manager

The Strategic Customer Success Manager is responsible for the customer journey, building loyalty, and developing close, long-term client relationships with our strategic customers. In this role, you will help KORE’s customers grow and achieve their goals by ensuring that they receive the tools and support needed, while simultaneously strengthening their relationship with KORE as a strategic differentiator. Internally, you will act as the voice of the customer with our sales, marketing, and product teams, ensuring that we are able to meet the customer’s future needs in a proactive way.

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

• Monitoring customer health scores and usage metrics, proactively identifying opportunities for increased product adoption thereby increasing customer lifetime value. 
• Efficiently managing internal resource allocations to maintain profitability while ensuring customer success.
• Developing strong relationships with customers, creating advocates who can provide testimonials and case studies, supporting sales efforts, and contributing to revenue growth.
• Driving customer retention by defining what success looks like for each unique customer, then mapping our full product capabilities to track, measure, and prove the delivery of those specific business outcomes
• 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

Customer:

• Act as a consultative IoT advisor, translating KORE’s comprehensive product suite into tailored, high-value solutions that address diverse customer business models.
• Orchestrate the end-to-end customer onboarding journey, establishing clear milestone frameworks and Joint Success Plans to accelerate time-to-value and ensure immediate alignment with customer KPIs.
• Design and deliver customized, high-touch enablement programs for strategic accounts, supplementing real-time strategic workshops with a scalable, self-service knowledge library to drive autonomous platform adoption.
• Serve as the primary strategic partner and executive sponsor for a high-value customer portfolio, cross-functionally quarterbacking internal product, engineering, and support teams to proactively mitigate risk and resolve complex operational challenges. 

Operational Excellence:

• Establish outcome-based Quarterly Business Reviews with strategic accounts, moving beyond basic status updates to deliver concrete analyses, benchmark adoption gaps, and align on success plans.
• Establish a proactive, structured product feedback loop, translating strategic client insights and platform usage trends into highly organized feature requests and business cases that influence the product roadmap and engineering resources
• Develop, document, and scale standard operating procedures (SOPs) and Customer Success playbooks, ensuring high-quality, repeatable interactions that maintain a consistent standard of excellence.
• Leveraging CRM and other tools to automate routine tasks, track customer interactions, and manage customer data effectively.
• Regularly measure and report upon key performance indicators (KPIs) related to customer success, to identify areas for improvement. 

Talent Development and 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. 

QUALIFICATIONS

• 7+ years in a Customer Success Manager role
• Bachelor’s degree in Business, Marketing, Communications or a related field
• Experience in managing a portfolio high value customers and driving retention and growth
• Ability to manage multiple priorities simultaneously in a fast-paced environment
• Strong presentation and negotiation skills
• Customer-centric mindset with a passion for delivering exceptional customer experiences
• Team player with the ability to work collaboratively across departments
• Demonstrated ability to drive change and foster a culture of continuous improvement
• Experience successfully working with senior (C-level) executives, internally and externally.

KORE COMPETENCIES

• Demonstrates a superior external customer commitment, advocating on behalf of our Platinum customers
• 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.

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.