Senior Success Account Manager

Calix, Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• The Senior Success Account Manager at Calix plays a pivotal role in driving customer adoption, retention, and expansion of Calix Cloud and Managed Services for Broadband Service Providers (BSPs), directly contributing to subscriber growth, loyalty, and revenue for customers while advancing Calix’s mission to enable BSPs to simplify, excite, and grow.
• This role is critical in transforming post-sale engagements into long-term strategic partnerships by ensuring customers realize measurable business value from their Calix investments, thereby increasing customer lifetime value and reducing churn.
• Day to day, the Senior Success Account Manager will serve as the trusted point of contact for assigned BSP customers from post-sale through onboarding, project execution, adoption, optimization, and renewal, maintaining consistent engagement and proactive communication.
• They will collaborate with customers to develop customized success plans aligned with business objectives, defining clear metrics, tracking progress, and delivering regular reporting to demonstrate value and guide strategic decisions.
• Acting as a trusted advisor, the SAM will provide consultative guidance to help customers adapt business processes, workflows, and organizational structures to maximize the impact of Calix solutions and achieve desired outcomes.
• They will monitor customer utilization trends, conduct regular health checkups, and synthesize insights to inform product development and internal teams about evolving customer needs and feature opportunities.
• The SAM will build and nurture relationships with key stakeholders across customer organizations—including technical, operational, and executive leaders—to drive deeper product adoption and expand Calix’s footprint within the account.
• They will partner closely with sales, consulting services, and product teams to ensure seamless handoffs, co-create strategic account plans covering adoption, expansion, and renewal, and align resources for optimal customer outcomes.
• Continuously seeking innovative approaches, the SAM will proactively identify risks and opportunities to improve renewal likelihood, drive expansion, and enhance long-term customer success across all segments of their portfolio.
• About the team or company: Calix is a leading provider of cloud and software platforms that empower Broadband Service Providers to deliver exceptional subscriber experiences, managed services, and business growth—serving customers ranging from small rural telcos to large national providers.
• The Customer Success organization at Calix is collaborative, mission-driven, and deeply embedded in cross-functional workflows, working hand-in-hand with sales, engineering, and product to ensure customer success is woven into every stage of the lifecycle.
• In this role, the individual will develop deep expertise in telecommunications industry dynamics, SaaS business models, and enterprise customer success strategies while honing advanced consulting, stakeholder management, and data-driven decision-making skills.
• They will have the opportunity to influence product direction through customer insights, lead complex multi-stakeholder initiatives, and grow into a strategic leader within Calix’s Customer Success organization, with potential pathways to senior leadership or specialized advisory roles.

🎯 Requirements

• 8-10+ years of direct customer advocacy and engagement experience in post-sales support, account management, professional services, or project management, preferably within the SaaS or telecommunications industry.
• Proven ability to act as a trusted advisor to C-level executives, facilitating difficult conversations, managing objections, and influencing strategic decisions through strong consulting and communication skills.
• Demonstrated success in driving customer adoption, retention, and expansion of software or technology solutions, with experience in developing success plans, tracking metrics, and delivering measurable business value.
• Strong project management and organizational skills, with the ability to manage multiple complex customer accounts simultaneously while maintaining high touch and proactive engagement.
• Experience working cross-functionally with sales, consulting, and product teams to ensure seamless onboarding and alignment around customer goals.
• Deep understanding of recurring revenue business models, value drivers in subscription-based services, and the levers that impact customer lifetime value and churn.

🏖️ Benefits

• Competitive base salary ranging from $116,100 to $223,100 annually based on geographic location, with eligibility for performance-based bonuses as part of the total compensation package.
• Comprehensive health, dental, and vision insurance plans, along with life and disability coverage, designed to support employee and family well-being.
• Generous paid time off (PTO), company holidays, and parental leave policies to promote work-life balance and support significant life events.
• 401(k) retirement plan with company matching contributions to help employees build long-term financial security.
• Opportunities for professional development, including access to training programs, certifications, and tuition reimbursement to support continuous learning and career growth.
• Remote work flexibility with up to 40% travel required, enabling a distributed work lifestyle while maintaining meaningful customer and team engagement.

Skills & Technologies

Senior

Remote

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Calix, Inc.

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About Calix, Inc.

Calix, Inc. provides cloud and software platforms, systems and services for broadband service providers worldwide. The company offers revenue-generating cloud solutions, network management, subscriber experience, and analytics software that enable operators to deploy gigabit services. Its portfolio includes Calix Cloud, Calix Services, and Calix Systems that support fiber, copper, and coax networks. Founded in 1999 and headquartered in San Jose, California, Calix serves communications service providers, municipalities, and utilities, helping them simplify operations, reduce costs, and deliver enhanced broadband experiences to residential and business customers.

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