Customer Success Manager

SCB Global is a vibrant, entrepreneurial, and exciting place to work. We are looking for an exceptional customer success manager to join our growing team of customer success professionals that are dedicated to delivering a top-tier experience to our valued customers.
At SCB Global, our people are dynamic, business-savvy, hardworking, and creative. We pride ourselves on having a team that’s smart, goal-oriented, and passionate about driving results.
We’re looking for fearless, self-motivated individuals who are well-presented, polished, and eager to grow their career in Customer Success. This role is ideal for someone who thrives in a fast-paced environment and enjoys building strong relationships with customers to support customer retention and drive growth. The ideal candidate will have at least 2 years experience in a similar role.
Some of the main tasks to be involved in
Onboarding & Implementation Support:
Guide new customers through the onboarding and deployment of SCB Global's OPTO solutions integrated with Microsoft Teams.
Collaborate with technical teams to ensure seamless setup, including Direct Routing, Operator Connect, Teams telephony, and contact center configuration.
Customer Relationship Management:
Serve as the primary point of contact for assigned accounts.
Develop strategic relationships with key stakeholders and champion customer needs internally.
Product Adoption & Enablement:
Drive user adoption of Microsoft Teams-based voice, messaging, video, and contact center features.
Conduct training sessions and workshops tailored to end-user roles and use cases.
Account Health & Retention:
Monitor usage trends, satisfaction, and support interactions to proactively address risks.
Implement success plans, identify upsell opportunities, and support renewal processes.
Voice of the Customer:
Collect feedback on product performance and relay insights to Solutions, Engineering, and Support teams for continuous improvement.
Actively contribute to product roadmap discussions based on client needs.
Required Qualifications:
2 years in Customer Success, Account Management, or a related client-facing role in SaaS or Telecoms.
Understanding of Microsoft Teams, especially in the context of Direct Routing, Operator Connect, or Teams Phone System.
Familiarity with CCaaS platforms and their integration with Microsoft Teams.
Technical acumen and ability to translate technical concepts into business value.
Excellent communication, relationship-building, and problem-solving skills.
Fluent English Speaking
• Ability to work across multiple time zones and with global customers.
Preferred Qualifications:
Microsoft certifications (e.g., MS-700, Teams Voice Engineer) are a plus.
Experience with Azure, Session Border Controllers (SBCs), SIP, and VoIP infrastructure.
Exposure to customer engagement platforms, CRM tools/ITSM connectors (e.g., HubSpot, Salesforce), Voice AI bots and ticketing systems.
On the job training
The successful candidate will be trained on all job functions, especially the collaboration solutions , however there will be great emphasis to think independently and take initiatives themselves
The successful candidate will be expected to work on his or her own initiative and be creative when necessary to ensure that all customers are given a top tier experience.
Contacts and Relationships
Internal
The successful candidate will have contact with all departments at all levels in all locations, including partners and customer organisations.
The successful candidate will need to work with all employees to carry out the requirements of the post
External
The successful candidate will be in contact with customers, external business partners of the Company and other professionals and staff in offices abroad.
Work Environment
The successful candidate will work remotely. There will be the occasional need for the post-holder to work unsociable hours for short periods and possible travel abroad.

Work arrangement
Yes