Senior Manager, Customer Success
Calix
5 - 10 years
Bengaluru
Posted: 01/05/2025
Job Description
It’s an exciting time to join Calix as we’re working together to imagine and create the broadband experience that the world needs – and wants. Our team is growing and we’re looking for a the Senior Manager of Customer Success who will be leading a team of Success Engagement Managers / Specialists and Calix product experts who work with customers to deliver specific outcomes across areas of product onboarding and adoption, marketing strategy and execution, and SmartLife adoption, process, strategy and analysis. You will work cross-functionally with other success teams, sales, product development, marketing, professional services, TAC, product serviceability and operations to create and deliver engagements that enable our Broadband Service Providers (BSP’s) to transform their businesses ,deploy, launch and ramp services quickly, drive ARPU and CLTV, reduce churn and deliver business outcomes that drive immediate value and exceptional experiences for their subscribers.
Responsibilities and Duties:
Build and manage a great team by inspiring the team to do the best work of their careers, achieve their goals, providing training, and finding development opportunities for the team.
Cross-functionally lead the Success strategy and plan, with input from TAC, Delivery, Education, Guidance and Renewals, and drive alignment to deliver success and adoption
Partner with PLL to ensure that future product roadmaps reflect the requests from our most ambitious and complex customers as well as the needs from our smaller customers.
Lead/Participate in quarterly Exec Readouts on Cloud, maintaining a clear, strategic, prioritized view at all times of how we make Cloud successful, own the action plan and coordinate execution across the success team.
Define key Strategic Programs which accelerate customer adoption for all Customer Segments.
Define Engagement strategy and create engagements that will drive the highest impact to Calix customers.
Work closely with TAC to understand open issues and bugs, serving as point of escalation for critical customer issues. Work cross-functionally to resolve issues and help remove barriers for the team.
Understand competitive environment for the Cloud and functionality.
Collaborate closely with the Field Success and Renewals teams to ensure a consolidated view of accounts at risk, identify themes and develop a renewal strategy based on these themes to have roadmaps that can be put in place as needed.
Promote a customer-centric mindset across the organization and align projects across teams.
Maintain deep understanding of the full Calix Platform and Solutions, and product strategy.
Present at Calix and Industry events.
Overachieve team and individual goals.
Qualifications:
Atleast 12 years of experience in customer facing roles
Atleast 5 + years of experience in people leadership roles
Fast learner, thrives in fast paced and demanding environment
Comfortable with ambiguity and helps guide the teams
Excellent leadership, management, and interpersonal skills
BS/BE/B.Tech (MBA preferred)
Expected Travel <10 %
About Company
Calix, Inc. is a cloud and software platform company headquartered in San Jose, California. It specializes in providing cloud-based software, systems, and services that enable broadband service providers to simplify operations, deliver exceptional subscriber experiences, and grow their businesses. Calix’s solutions focus on empowering communication service providers to optimize their networks, leverage advanced analytics, and create personalized customer experiences. Known for its innovation in broadband technology, Calix helps its clients transition to next-generation networks, ensuring scalability, efficiency, and improved customer satisfaction.
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