Customer Success Manager-Enterprise

Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Role Summary

We are seeking a strategic and customer-focused Customer Success Manager (CSM) to join our Enterprise team. As a CSM, you will be the primary point of contact for our largest and most strategic customers, ensuring they achieve their desired outcomes through our solutions. You will build strong relationships, drive product adoption, and help customers realize maximum value, leading to renewals, expansion, and advocacy.

Essential Duties and Responsibilities

• Nurture healthy internal and external relationships
• Manage business accounts while acting as the main point of contact as well as brand ambassador
• Respond and deal with enquiries and complaints whilst feeding back in a professional manner
• Report on usage and KPIs to B2B clients according to the required frequency
• Attend client meetings to help achieve clients’ objectives
• Ensure customer details are kept up to date on the CRM system
• Ensure delivery of agreed SLAs
• Co-own the client engagement experience
• Manage contract renewals with clients to help support company growth

Knowledge/Skills/Abilities Required

• Experience in managing business accounts and providing a great customer experience
• Attention to detail while maintaining a high standard of work
• Experience in building and retaining new and existing customer relationships
• Experience within Salesforce CRM is preferred
• Excellent time management and organisation skills
• Fluency in British Sign Language

Other General Requirements/Additional Notes

• Occasional travel is required (Less than 25%)
• Prolonged periods of sitting at a desk and working on a computer.
• This position has access to highly confidential, sensitive information relating to the employees and customers of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

We can offer you:

• Vitality Private Health Insurance
• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years
• Cycle Scheme
• British Sign Language Level 1, 2 & 3
• Personal VRS & VRI Package
• Life Relevancy Plan
• Company Sick Pay
• We Care Service (paid time to volunteer)

Equal Opportunity Employer

We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.