Customer Success Manager – Strategic Named Accounts (B2B)

About the role

The Customer Success Manager (CSM) will act as the primary post‑sales relationship manager for Liberty’s high‑value strategic named accounts in the Caribbean market. The CSM ensures customers derive maximum value from Liberty’s telecom solutions, driving retention, satisfaction, and long‑term growth.

Key responsibilities

• Build and maintain trusted relationships with key stakeholders across assigned strategic accounts.
• Serve as the day‑to‑day contact for operational and service‑related matters, conducting regular business reviews and health checks.
• Develop and execute success plans aligned with customer business objectives, supporting adoption and identifying expansion opportunities.
• Prepare and deliver customer reports, executive business reviews, and performance metrics.
• Coordinate internally across Sales, Operations, Technical Support, Service Delivery, Billing, Engineering, and Product teams to ensure SLA and service commitments are met.
• Monitor customer health, satisfaction, and KPIs; identify risks and develop mitigation plans.
• Lead renewal readiness activities in partnership with Sales and manage escalation of critical issues.

Required profile

• Bachelor’s degree in Business Administration, Telecommunications, Information Technology or a related field.
• 3‑5 years of experience in Customer Success, Account Management, Enterprise Support, or Client Relationship Management.
• Experience supporting enterprise or strategic business customers, preferably in the telecommunications or technology industry.
• Proven ability to work with cross‑functional teams in a fast‑paced environment.

Required skills