About this role.
Webbing is seeking a Customer Success Manager to manage a portfolio of strategic customers across the US, ensuring they achieve business value from connectivity solutions. The role involves building trusted relationships, driving adoption, and overseeing the customer lifecycle from onboarding to renewal. The CSM will collaborate with Sales, Product, and Support teams, conduct Executive Business Reviews, and travel regularly for onsite visits. Ideal candidates have 5+ years in customer-facing roles, CRM experience, and strong communication skills. Preferred qualifications include IoT or telecom industry experience.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Success Manager position at Webbing. With over 5 years of experience in customer success and account management within the B2B technology sector, I have developed a strong ability to build strategic relationships and drive measurable business outcomes. My background includes managing enterprise accounts, conducting Executive Business Reviews, and collaborating cross-functionally to ensure customer satisfaction and growth.
I am particularly drawn to Webbing's innovative connectivity solutions and its commitment to delivering enterprise-grade global services. My proficiency in Salesforce and experience with IoT and telecom industries align well with the responsibilities outlined in the job description. I am eager to leverage my skills to help customers achieve success while contributing to Webbing's continued expansion.
Thank you for considering my application. I look forward to the possibility of discussing how I can add value to your team.
Sincerely,
[Your Name]
Sample interview questions
I use a structured approach based on customer health scores, revenue potential, and risk indicators. I segment accounts into tiers and allocate time accordingly, ensuring high-touch for key accounts while maintaining regular cadence for others. I also leverage CRM data to track engagement and proactively address issues.
I would first schedule a meeting to understand their pain points and expectations. Then, I would review usage data and success metrics to identify gaps. Collaborating with the internal team, I would create a tailored action plan, set clear milestones, and provide additional training or resources to drive adoption.
In my previous role, I identified that a key client had underutilized features. I conducted a business review highlighting how these could improve efficiency, then partnered with sales to propose a solution. This resulted in a 20% upsell and expanded the contract.
I establish regular syncs and use a shared documentation system for customer feedback and issues. I act as the customer advocate, clearly articulating business impact to prioritize requests. I also ensure timely follow-ups and provide clear context for technical teams.
I proactively monitor health scores, usage trends, and support tickets. For at-risk accounts, I conduct root cause analysis and create a risk mitigation plan with specific actions and timelines. I also engage executive sponsors to reinforce value and alignment.
Description
The Customer Success Manager (CSM) manages a portfolio of strategic customers across the United States, ensuring they achieve measurable business value from Webbing’s connectivity solutions while building long-term partnerships. The CSM serves as the trusted advisor throughout the customer lifecycle—from deployment and onboarding through adoption, growth, and renewal—working closely with Sales, Product, Engineering, Customer Operations, and Support.
Key Responsibilities:
Customer Success Management
- Build trusted relationships with customer stakeholders and executive sponsors.
- Develop and execute Customer Success Plans aligned with customer business objectives.
- Drive customer adoption, retention, satisfaction, and long-term growth.
- Monitor customer health, usage trends, and business outcomes.
- Identify customer risks and proactively lead mitigation plans.
- Act as the primary customer advocate within Webbing.
Customer Lifecycle Management
- Coordinate customer onboarding and deployment activities.
- Ensure successful implementation of Webbing products and services.
- Conduct regular customer cadence meetings.
- Lead Executive Business Reviews (EBRs) and strategic planning sessions.
- Track commitments and ensure timely follow-up on action items.
Business Growth
- Partner with Sales to identify expansion and cross-sell opportunities.
- Support strategic account planning and customer growth initiatives.
- Promote adoption of new products and platform capabilities.
Operational Excellence
- Maintain accurate customer records and Salesforce account hygiene.
- Document customer architecture, stakeholders, and success plans.
- Monitor SIM usage, data consumption, and service trends.
- Coordinate operational requests with Customer Operations and Support.
- Ensure timely communication during incidents and major service events.
Customer Site Visits
- Travel regularly to customer locations across the United States.
- Conduct on-site Executive Business Reviews, workshops, deployment meetings, and relationship-building visits.
- Strengthen executive relationships through face-to-face engagement.
- Support strategic customer initiatives and key business milestones.
Requirements
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, Project Management, or similar customer-facing roles.
- Experience managing enterprise or B2B customers.
- Excellent communication, presentation, and relationship-building skills.
- Strong organizational, analytical, and project management abilities.
- Experience with Salesforce or similar CRM platforms.
- Professional English (spoken and written).
- Willingness to travel up to for customer meetings, Executive Business Reviews, deployments, and site visits.
Preferred Qualifications
- Experience in IoT Connectivity, Telecommunications, Enterprise Mobility, SaaS, or Automotive Connectivity.
- Experience managing strategic or global enterprise customers.
- Knowledge of APIs, eSIM technologies, or connectivity platforms
About Webbing
Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers’ networks. Webbing’s secured network delivers network protection and web content intelligence.
Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing’s powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.
What we offer
- The opportunity for professional development within a reputable international innovative and growing company.
- The opportunity to join a team of highly professional specialists in an international environment.
- Fully remote role
- Medical benefits
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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