Customer Relationship Manager Lead
WFA Digital Insight
The demand for experienced customer relationship managers has grown significantly, with over 25% of companies increasing their investment in customer success teams. As the remote job market continues to evolve, roles like this one at CSG offer a unique opportunity for professionals to leverage their skills in driving revenue growth and expanding client partnerships. With the rise of digital transformation, companies are looking for leaders who can navigate complex customer relationships and develop strategic account plans. Before applying, candidates should be aware of the importance of business acumen, leadership skills, and the ability to communicate effectively with cross-functional teams.
Job Description
About the Role
As a Customer Relationship Manager Lead at CSG, you will serve as a senior customer advocate and strategic leader responsible for driving revenue growth, expanding client partnerships, and ensuring long-term customer success. You will lead and mentor a team of Customer Delivery Managers and Customer Relationship Managers, aligning team execution with broader business objectives and client strategies. Your day-to-day responsibilities will include developing and executing account growth strategies, identifying opportunities for new services and enhancements, and ensuring consistent delivery of exceptional service.The ideal candidate will have a deep understanding of the customer's business, industry trends, and strategic priorities. You will act as a trusted advisor to senior client stakeholders, leveraging your knowledge to identify opportunities for revenue expansion, solution adoption, and increased customer lifetime value. Your team will rely on you to provide guidance on building strong client relationships, managing complex engagements, and delivering measurable outcomes aligned to client success metrics.
CSG is a company that values customer success and is committed to delivering exceptional service to its clients. As a Customer Relationship Manager Lead, you will be instrumental in strengthening and expanding CSG's footprint within key accounts, driving both the preservation of existing revenue streams and the growth of new business.
What You Will Do
- Develop and execute multi-year account strategies that align CSG capabilities with the client's business objectives, growth plans, and industry trends
- Own the end-to-end health, growth, and performance of assigned clients, with full accountability for revenue retention, expansion, and customer satisfaction
- Partner with Sales, Internal teams, and Solution teams to identify, shape, and close expansion opportunities, including new products, enhancements, and enterprise solutions
- Lead, mentor, and develop a team of Customer Delivery Managers and Customer Relationship Managers to ensure consistent, high-quality client engagement and delivery
- Establish clear accountabilities, performance expectations, and success metrics aligned to revenue growth, client satisfaction, and operational excellence
- Foster a high-performance, client-centric culture, emphasizing accountability, continuous improvement, and proactive problem-solving
- Lead executive-level engagement, including Quarterly Business Reviews, strategic planning sessions, and performance discussions
- Manage, define, and monitor key success metrics to measure account health, adoption, satisfaction, and business outcomes
- Drive adoption and optimization of CSG products and services across the client's organization
- Proactively identify and mitigate risks to client retention, satisfaction, or growth
What We Are Looking For
- A bachelor's degree in business, computer science, or a related field, or equivalent experience
- 8+ years of product, solutions, and/or technical customer support experience in a comparable environment
- An established reputation as a trusted advisor and strategic leader
- Strong leadership and business acumen, with the ability to translate customer needs into actionable strategies
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
- Experience with Excel and other productivity tools
- Ability to work in a fast-paced environment, with a focus on delivering results and driving revenue growth
- Strong problem-solving and analytical skills, with the ability to navigate complex customer relationships
- Experience with customer success metrics and key performance indicators
Nice to Have
- Experience with CRM software and other customer relationship management tools
- Knowledge of the digital marketing and paid media industries
- Certification in customer success or a related field
- Experience with data analysis and reporting, with the ability to provide insights and recommendations to clients
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading company in the digital marketing and paid media industries
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest tools and technologies
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Retirement savings plan and other financial benefits
How to Stand Out
- Be prepared to provide specific examples of your experience in driving revenue growth and expanding client partnerships.
- Develop a strong understanding of the customer's business and industry, and be able to articulate how you can add value to their organization.
- Highlight your leadership and mentoring skills, and be prepared to discuss your experience in leading and developing high-performing teams.
- Emphasize your ability to communicate effectively with cross-functional teams, including sales, product, and delivery teams.
- Be prepared to discuss your experience with customer success metrics and key performance indicators, and how you have used data to inform your decision-making.
- Make sure your resume and cover letter are tailored to the specific requirements of the role, and that you have a strong online presence, including a LinkedIn profile and other relevant social media accounts.
- Practice your responses to common interview questions, such as 'What are your strengths and weaknesses?' and 'Why do you want to work for this company?'
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