Customer Success Manager – Strategic Accounts

About the role

The Customer Success Manager (CSM) will own the post‑sales relationship for Liberty Business’s high‑value strategic accounts in the Caribbean market. Working closely with the Global Account Manager, the CSM ensures customers extract maximum value from Liberty’s solutions, driving retention, satisfaction and growth.

Key responsibilities

• Build and maintain trusted relationships with key stakeholders across assigned strategic accounts.
• Serve as the primary day‑to‑day contact for operational and service‑related matters.
• Conduct regular business reviews, health checks and develop success plans aligned with customer objectives.
• Partner with the Global Account Manager to execute strategic account plans and identify expansion opportunities.
• Prepare and deliver customer reports, executive business reviews and performance metrics.
• Coordinate internal teams (Sales, Operations, Technical Support, Service Delivery, Billing, Engineering, Product) to meet service commitments and SLAs.
• Monitor customer health, satisfaction and adoption, escalating critical issues when needed.
• Lead renewal readiness activities and support contract renewal processes.

Required profile

• Bachelor’s degree in Business Administration, Telecommunications, Information Technology or related field, or equivalent experience.
• 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 telecommunications or technology.
• Strong commercial acumen – understanding of sales cycles, quoting, contracts, pricing and revenue opportunities.
• Excellent organization, attention to detail and ability to manage multiple requests simultaneously.
• Proven stakeholder management skills across sales, operations, finance, legal and technical teams.
• Effective written and verbal communication with internal and external audiences.
• Analytical ability to turn pipeline, revenue and customer data into actionable insights.