Customer Success Manager – Multinational Corporations

About the role

The Customer Success Manager (CSM) in Trinidad delivers an exceptional customer experience to Liberty Business's portfolio of high-value strategic named accounts. Working closely with the Global Account Manager, the CSM is the primary post-sales relationship manager, helping customers get maximum value from Liberty's solutions while driving retention, satisfaction and long-term growth. The role is highly collaborative and calls for strong relationship management, commercial awareness and cross-functional leadership.

Key responsibilities

• Build and maintain trusted relationships with key stakeholders across assigned strategic accounts and act as the main day-to-day contact for operational and service matters.
• Conduct regular business reviews and customer health checks, and develop success plans aligned with customer objectives.
• Partner with the Global Account Manager to execute strategic account plans and support account growth through adoption and expansion opportunities.
• Prepare customer reports, presentations, executive business reviews and performance metrics, and coordinate communications and follow-up on strategic initiatives.
• Drive product adoption, monitor customer health, satisfaction and service performance, and identify risks to satisfaction or renewal with mitigation plans.
• Lead renewal readiness with Sales and coordinate internally across Sales, Operations, Technical Support, Service Delivery, Billing, Engineering and Product teams.
• Track customer requests to resolution, escalate critical issues, and ensure SLAs and service commitments are met.
• Maintain accurate customer documentation and CRM records, monitor KPIs, and share account insights with leadership.

Required profile

• Bachelor's degree in Business Administration, Telecommunications, Information Technology or a related field.
• 3-5 years in Customer Success, Account Management, Enterprise Support or Client Relationship Management.
• Experience supporting enterprise or strategic business customers; telecommunications or technology industry experience preferred.
• Experience working with cross-functional teams in a fast-paced environment.

Required skills

• Commercial acumen: understanding of the sales cycle, quoting, contracts, pricing and revenue opportunities.
• Organization and attention to detail, handling multiple requests, quotes, contracts and deadlines accurately.
• Stakeholder management across sales, operations, finance, legal and other teams.
• Strong written and verbal communication, analytical skills and proactive execution.