Customer Success Manager-Enterprise Services

Customer Success Manager-Enterprise Services

Our MissionHarnessing the power of language, we connect diverse people and enrich the human experience.

Our VisionTo provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Job Summary

Sorenson Communications is seeking a Customer Success Manager (CSM) to support Enterprise customers utilizing accessibility and language service solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting and speech translation services. This role serves as a strategic partner to enterprise clients by ensuring successful onboarding, adoption, utilization, retention, and growth of Sorenson's communication accessibility solutions. The ideal candidate is customer-focused, proactive, collaborative, and passionate about helping organizations create inclusive communication experiences for employees and customers. The Customer Success Manager will act as the primary post-sale point of contact for enterprise accounts and will work cross-functionally with Sales, Operations, Scheduling, Interpreter Management, Technical Support, and Finance teams to deliver exceptional customer experiences.

Essential Duties and Responsibilities

• Customer Relationship Management
• Serve as a primary point of contact for assigned enterprise customers.
• Build and maintain strong relationships with customer stakeholders, decision-makers, and operational contacts.
• Conduct regular business reviews, account check-ins, and service performance discussions.
• Develop a deep understanding of customer business objectives, workflows, accessibility needs, and communication requirements.
• Ensure customers receive timely communication, issue resolution, and proactive support.

Customer Onboarding & Adoption

• Lead onboarding activities for new enterprise customers, including implementation, coordination, training, and service education.
• Help customers successfully adopt Sorenson Enterprise solutions including:
• Video Remote Interpreting (VRI)
• On-demand interpreting services
• On-site interpreting
• Speed translation services
• Coordinate customer training sessions and provide best practices for maximizing service utilization.
• Support customer adoption of enterprise platforms and scheduling workflows.

Account Success & Retention

• Monitor customer health, usage trends, service quality metrics, and engagement levels.
• Identify risks to customer satisfaction or retention and develop action plans to address concerns proactively.
• Partner with internal teams to resolve operational, technical, scheduling, or billing issues.
• Advocate for customer needs internally while balancing operational capabilities and business objectives.
• Drive customer retention and long-term partnership growth.

Strategic Account Support

• Conduct Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and recurring service reviews with enterprise customers.
• Analyze service data and customer feedback to identify opportunities for optimization and process improvement.
• Collaborate with Sales teams on account growth opportunities, renewals, and expansion discussions.
• Support enterprise customers with accessibility strategy recommendations and communication solution planning.

Cross-Functional Collaboration

• Work closely with Operations, Interpreter Scheduling, Workforce Management, Technical Support, Finance, and Sales teams to ensure seamless customer experiences.
• Escalate critical customer issues appropriately and drive resolution through completion.
• Maintain accurate customer records, account notes, and activity tracking within CRM systems.
• Supervisory Responsibility
• This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

Minimum 4 Year / Bachelor's degree or equivalent work experience.

Experience

Minimum 7+ years of experience in Customer Success, Account Management, Client Services, or Enterprise Support.

Knowledge, Skills, and Abilities

• Required Qualifications
• Experience managing enterprise or B2B customer relationships.
• Strong communication, presentation, and relationship-building skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Experience conducting customer business reviews and executive-level communications.
• Strong organizational skills and attention to detail.
• Proficiency with CRM systems such as Microsoft Dynamics or similar platforms
• Preferred Qualifications
• Experience supporting enterprise implementations or service delivery operations.
• Experience in accessibility services, interpreting services, SaaS, healthcare, education, or enterprise service environments.
• Knowledge of Deaf culture, accessibility compliance, or communication accessibility solutions.
• Data analysis and reporting experience.
• Core Competencies
• Customer-Focused Mindset
• Problem Solving & Ownership
• Relationship Management
• Communication & Presentation Skills
• Collaboration & Teamwork
• Strategic Thinking
• Adaptability & Growth Mindset
• Operational Coordination
• Conflict Resolution
• Account Retention & Expansion Support
• What Success Looks Like
• Successful onboarding and adoption of enterprise services.
• High customer satisfaction and retention rates.
• Timely resolution of customer concerns and escalations.
• Increased utilization and growth within assigned accounts.
• Consistent delivery of QBRs, reporting, and strategic account planning.
• Working Conditions and Physical Requirements
• This role may be required to travel and attend face-to-face meetings and Sorenson sponsored events.
• Primarily work from office or home office
• Must be able to sit for extended periods of time while working on a computer and communicating via video phone.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.