Our US Sales team is a mix of Sales, Pre-Sales and Marketing profiles. Our day-to-day activities are focused on driving new customer acquisition and reinforcing our customers satisfaction and long-term retention. Kurmi has built a strong sales framework around sales methodology, pre-sales engagement, channel engagement, value proposition. Our offering and capacities are extending to offer additional value to our customers and partners.

As a Customer Success Manager (CSM), you will serve as the primary point of contact for our customers, ensuring they achieve their goals and maximize value from our products and services. You will work closely with customers to drive adoption, foster engagement, and secure long-term retention. Your proactive approach and customer-focused mindset will help build strong relationships and ensure customer satisfaction, success, and loyalty.

Customer Onboarding & Adoption:

• Guide new customers through the onboarding process, ensuring a seamless setup and introduction to the product or service.

• Develop tailored onboarding plans to meet customer-specific needs and ensure early adoption success.

• Provide resources to help customers to fully utilize the platform.

Relationship Management:

• Act as the trusted advisor and main point of contact for a portfolio of customers: Coordinate customers contacts with the other Kurmi departments

• Build and maintain long-lasting relationships with key stakeholders.

• Understand customer main strategic objectives, challenges and usages to be their ally to maximize their benefits through their Kurmi experience and develop their use: Schedule regular check-ins and business reviews to discuss performance, updates, and future plans.

• Help to survey competitor activities within the customer organization

Customer Retention & Success:

• Proactively identify and address customer challenges, ensuring a high level of satisfaction.

• Monitor customer health metrics (e.g., usage, engagement, satisfaction) and take action to improve them and following up

• Report & monitor Customer Satisfaction thanks to the CSM pulse

• Pilot the follow up actions in case of customer escalation: Collaborate with internal teams (Product, Sales, Support) to resolve customer issues promptly and efficiently.

Business development:

• Identifies & manage opportunities for Kurmi development (maintenance & subscription renewals, PS Packs, move to KaaS, Upsell, etc) for customers under the responsibilities of the CSM team

• Contribute to build the development strategy of the account with the Account Executives and the Technical Accounts Managers

• Drive product adoption and upselling opportunities by showcasing the value of additional features or services.

Advocacy & Feedback:

• Act as the voice of the customer, providing feedback to internal teams to influence product enhancements and service improvements.

• Promote customer success stories and encourage customers to participate in case studies, reviews, or testimonials.

• Keep Sales Force information up to date

Skills & Competencies:

• Strong communication, listening and interpersonal skills, with the ability to build rapport and trust with customers.

• Analytical and problem-solving mindset to address customer challenges.

• Proactive, results-oriented approach with a strong focus on customer satisfaction and retention.

• Organization skill and ability to manage multiple accounts and prioritize tasks effectively.

• Team player.

• Ability to interact with technical and non-technical customers executives

• Ideally Unified communication knowledge.

• Comfortable with CRM software and data analysis tools (e.g., Salesforce, HubSpot, or similar).

Education & Experience :

• Proven experience in a Customer Success, Account Management, or similar customer-facing role.

• Familiarity with IT & Unified Communications.

• Experience working in a SaaS or technology-driven environment is a plus.

The standard OTE range for this position is from $80,000 to $120,000 annually (fix + variable compensation). Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

At Kurmi, we are dedicated to fostering an inclusive and equitable workplace. We proudly uphold our commitment to equal employment opportunities, ensuring that every individual is treated with fairness and respect. Kurmi strictly prohibits discrimination of any kind, as mandated by law, in all aspects of employment, including hiring, promotions, and the provision of benefits.