Customer Success Manager

Position Overview

Customer Success Manager

Telecom / UCaaS Industry Experience Required

📍 Morristown, NJ | Hybrid: 3 days in office

💰 $75K–$90K base + OTE up to $125K

🕒 Full-Time | Monday–Friday

Important: Direct Telecom or UCaaS Industry Experience Is Required

Please apply only if you have direct professional experience working in the telecommunications, UCaaS, or VoIP industry. TeleCloud is specifically seeking candidates who already understand the telecom and cloud communications landscape. Experience in general customer success, account management, IT, SaaS, or other technology industries does not meet this requirement on its own.

Candidates without direct telecom and/or UCaaS industry experience will not be considered.

Build Relationships. Solve Problems. Drive Growth.

TeleCloud is an established provider of cloud voice and communications solutions, with more than 40 years of experience helping businesses stay connected. Today, more than 15,000 users across 1,000 businesses rely on our platform and services. We're a close-knit team of about 20 people, so your contributions are visible, your client relationships matter, and your work directly influences customer satisfaction and company growth.

About the Role

We're looking for a Customer Success Manager with an established background in telecom, UCaaS, or VoIP who can confidently manage customer relationships, navigate communications solutions, resolve service concerns, and identify opportunities to grow existing accounts.

You'll serve as a trusted partner to a portfolio of small and midsize business (SMB) clients, helping them get the most from their communications services while identifying opportunities to improve solutions, optimize costs, and expand their services. This is a hands-on, relationship-driven role that combines account management, customer support, technical problem-solving, and consultative sales.

What You'll Do

• Manage and strengthen relationships across a portfolio of SMB telecom and communications clients through proactive outreach and ongoing account support.
• Serve as a primary point of contact for customer questions, service needs, renewals, and escalations.
• Support customers with UCaaS, VoIP, cloud phone systems, telecommunications, internet, and related communications services, including moves, adds, and changes.
• Review telecom invoices and service configurations to identify cost savings, service improvements, and optimization opportunities.
• Conduct Quarterly Business Reviews (QBRs) with key accounts.
• Identify and develop upsell and cross-sell opportunities, including presenting quotes, pricing, and renewal options.
• Partner with Sales and Service teams on proposals, contract renewals, and customer solutions.
• Troubleshoot basic technical issues and coordinate escalations for more complex challenges.
• Maintain accurate account records, customer interactions, and follow-up activities in HubSpot CRM.
• Develop and deliver customer training, webinars, and educational resources.

What You Bring: Required Qualifications

• Direct professional experience in telecommunications, UCaaS, and/or VoIP is mandatory. Candidates from unrelated industries will not be considered, regardless of their general customer success or account management experience.
• 3–5 years of experience in customer success, account management, sales, or a related client-facing role within the telecom, UCaaS, or VoIP industry.
• Working knowledge of telecom and cloud communications products and services, such as VoIP, hosted phone systems, UCaaS, telecom services, or business internet.
• Experience managing a portfolio of SMB accounts; experience with 100+ accounts is strongly preferred.
• Experience identifying upsell and cross-sell opportunities, discussing service options, and supporting renewals.
• Strong customer relationship management, communication, organization, and follow-through skills.
• Technical aptitude and the ability to communicate service issues and solutions clearly to customers.
• CRM experience required; HubSpot experience is a plus.
• Bachelor's degree preferred but not required.
• Ability to work from our Morristown, NJ office three days per week.

What We Offer

• $75K–$90K base salary + OTE up to $125K
• Annual learning and professional development stipend
• Health, dental, and vision insurance with company contribution
• 401(k) with company match
• Generous PTO
• Company-sponsored short-term disability and life insurance
• The opportunity to make a visible impact at a growing company

Why TeleCloud?

At TeleCloud, technology may live in the cloud, but our people keep their feet on the ground. We're collaborative, customer-focused, and committed to delivering excellent service while building lasting client relationships. If you already have experience in telecommunications, UCaaS, or VoIP and enjoy combining customer success, technical problem-solving, and account growth, we'd love to hear from you.

TeleCloud is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected status.

Pay Range