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Customer Success Manager

2 weeks ago

Plano, Texas, United States Amdocs Full time

Job ID:
Required Travel :Minimal 
Managerial - Yes
Location: Plano, TX - Alpharetta, GA - St. Louis, MO - Toronto, Ontario

Hybrid Work Model: Typically 3 days onsite

Who are we?

At Amdocs, our purpose is to enrich lives and progress society. With our creativity and technology, we help make a better-connected world. Amdocs and its 28,000 employees serve the top tier players in the communications and media industry, enabling next-generation experiences in 90 countries. Our cloud-native, open and dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth, transform and take their business to the cloud. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5 billion in fiscal 2024. For more information, visit Amdocs at

In one sentence

The Customer Success Manager (CSM) will act as a trusted advisor, owning the post-sale customer relationship, ensuring successful product adoption, maximum value realization, and long-term customer health and growth. This role is critical for retaining our valuable customer base and driving expansion revenue in a highly competitive market.

We are seeking a highly motivated and results-oriented Customer Success Manager (CSM) to join our team, focusing on driving value delivery and strategic partnership with our key Telecom and Enterprise customers leveraging our cutting-edge SaaS product offerings.

What will your job look like?

Value Delivery & Adoption

  • Customer Onboarding & Implementation: Oversee the successful and on-time delivery of the SaaS solution implementation and onboarding process, ensuring rapid time-to-value for the customer.
  • Strategic Partnership: Serve as the primary point of contact and trusted advisor for executive and operational stakeholders within assigned Telecom and Enterprise accounts.
  • Value Realization: Proactively drive feature adoption and usage, demonstrating the tangible value and quality of deliverables against the customer's stated business outcomes and return on investment (ROI).
  • Health Monitoring: Continuously monitor customer health scores, usage metrics, and sentiment to identify risks and opportunities for intervention.


Retention & Growth

  • Customer Churn Management: Develop and execute proactive risk mitigation strategies for at-risk accounts, focusing on retention and minimizing customer churn.
  • Revenue Growth (NRR/ARR): Drive revenue expansion through identifying, qualifying, and collaborating with Sales on upsell and cross-sell opportunities to positively impact Net Revenue Retention (NRR) and Annual Recurring Revenue (ARR) growth.
  • Renewal Strategy: Own and execute the renewal process for the assigned portfolio, ensuring timely and successful contract renewals.


Compliance & Governance

  • Quality & Governance: Ensure all customer deployments, support, and consulting engagements adhere to internal quality standards and customer-specific compliance and governance requirements, particularly crucial in the highly regulated Telecom and Enterprise sectors.
  • Feedback Loop: Collect and synthesize customer feedback, product enhancement requests, and market intelligence for our Product and Engineering teams, acting as the "Voice of the Customer."


Relationship Management

  • Customer Satisfaction: Execute regular Executive Business Reviews (EBRs) and check-ins to review progress, showcase value, and maintain high Customer Satisfaction (CSAT) scores.
  • Cross-functional Collaboration: Coordinate seamlessly with Sales, Professional Services, Support, and Product teams to ensure a unified and exceptional customer experience.
All you need is...
  • 3+ years of experience in a Customer Success Manager, Account Management, or similar role in the SaaS industry.
  • Demonstrated experience managing Enterprise-level customers, with a strong preference for experience in the Telecom vertical.
  • Proven ability to drive value realization, negotiate renewals, and identify expansion opportunities.
  • Strong understanding of recurring revenue models (SaaS) and key metrics (ARR, NRR, Churn, CSAT).
  • Exceptional communication, presentation, and executive-level relationship-building skills.
  • Experience in compliance, regulatory, or governance requirements relevant to Telecom/Enterprise IT is highly desirable.
Why you will love this job:
  • Work within a very diverse and multi-cultural environment, and a fast growing and dynamic organization
  • Lead projects for market leading software solutions for the telecommunications industry. 
  • Work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies 

 Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce