Customer Relationship Manager Lead

CSG Systems International, Inc.

Job Overview

Location

United States Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and mentor a team of Customer Delivery Managers (CDMs) and Customer Relationship Managers (CRMs) to ensure consistent, high-quality client engagement and delivery across CSG’s portfolio.
• Own the end-to-end health, growth, and performance of assigned client accounts with full accountability for revenue retention, expansion, and customer satisfaction.
• Develop and execute multi-year account strategies that align CSG’s capabilities with clients’ business objectives, growth plans, and industry trends.
• Partner with Sales, Product, and Delivery teams to identify, shape, and close expansion opportunities including new products, enhancements, and enterprise solutions.
• Drive revenue growth by leading the team to proactively identify and pursue cross-sell, upsell, and innovation opportunities within existing client accounts.
• Lead executive-level client engagements including Quarterly Business Reviews (QBRs), strategic planning sessions, and performance discussions from the beginning of the client lifecycle.
• Deeply understand clients’ business models, financial drivers, and strategic priorities to influence decision-making and strengthen long-term partnerships.
• Manage, define, and monitor key success metrics to measure account health, product adoption, customer satisfaction, and business outcomes.
• Proactively identify and mitigate risks to client retention, satisfaction, or growth while driving innovation in how CSG solutions are adopted and optimized.
• Establish clear accountabilities, performance expectations, and success metrics aligned to revenue growth, client satisfaction, and operational excellence.
• Foster a high-performance, client-centric team culture emphasizing accountability, continuous improvement, and proactive problem solving.
• Consult with clients to assist in defining their needs based on deep product and industry knowledge, translating business requirements into actionable technical solutions.
• Build and maintain relationships with internal and external stakeholders at all organizational levels, serving as a trusted advisor to senior client executives.
• Demonstrate strong interpersonal, negotiation, and problem-solving skills while managing complex client engagements and ensuring high levels of customer satisfaction.
• Ensure all team activities adhere to SLAs and business goals while delivering measurable outcomes that enhance client lifetime value.

🎯 Requirements

• Bachelor’s degree in business, computer science, related field, or equivalent experience
• 8+ years of product, solutions, and/or technical customer support experience in a comparable environment
• Proven ability to manage small to medium-sized projects from start to finish with high customer satisfaction
• Excellent verbal and written communication skills
• Ability to build and maintain relationships with internal and external clients at all organizational levels
• Ability to analyze workflow, evaluate systems, and translate business requirements into technical solutions

🏖️ Benefits

• Eligible for bonus opportunity
• Salary range of $99,039.25–$158,459.49
• Remote work opportunity across the United States
• Recognition as a top workplace: named US News & World Report “Best Companies to Work For” for 2025-2026, Newsweek “America’s Greatest Workplaces in Tech” for 2025, and “Top Company in Technology for Women to Work” for 2025

Skills & Technologies

Senior

Remote

Degree Required

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CSG Systems International, Inc.

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About CSG Systems International, Inc.

CSG Systems International provides cloud-based revenue management, customer experience, and payment solutions for communications, media, and other service providers worldwide. Its platform handles billing, charging, mediation, analytics, and digital monetization across wireless, wireline, cable, satellite, and OTT services. The company supports complex partner settlements, content monetization, and customer lifecycle management, serving large enterprises and government clients. Operations span North America, Europe, and Asia-Pacific.

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