[Hiring] Customer Relationship Manager Lead @CSG

Role Description

As a Customer Relationship Manager, Lead, you will serve as a senior customer advocate and strategic leader responsible for driving revenue growth, expanding client partnerships, and ensuring long-term customer success across CSG’s portfolio. This role leads and mentors a team of Customer Delivery Managers (CDMs) and Customer Relationship Managers (CRMs), aligning team execution with broader business objectives and client strategies.

• Act as a trusted advisor to senior client stakeholders.
• Leverage deep knowledge of the customer’s business, industry trends, and strategic priorities.
• Identify opportunities for revenue expansion, solution adoption, and increased customer lifetime value.
• Ensure consistent delivery of exceptional service and proactive issue resolution.
• Develop and execute account growth strategies in partnership with Sales, Product, and Delivery teams.
• Manage complex engagements and deliver measurable outcomes aligned to client success metrics, SLAs, and business goals.
• Strengthen and expand CSG’s footprint within key accounts.
• Translate customer needs into actionable strategies that deliver value for both the client and CSG.

Qualifications

• A 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.
• An established reputation as a high integrity performer with strong issue management skills.
• Ability to manage small to medium-sized projects from start to finish with a high level of customer satisfaction.
• Excellent verbal and written communication skills.
• The ability to build and maintain relationships with internal/external clients at all levels of the organization.
• The ability to analyze workflow, evaluate systems, and formulate plans.
• The ability to consult, negotiate, and problem solve, while demonstrating strong interpersonal skills.
• Ability to read, write, speak and understand the English language proficiently in a business environment.

Requirements

• Own the end-to-end health growth and performance of assigned client(s) with full accountability for revenue retention, expansion, and customer satisfaction.
• Develop and execute multi-year account strategies that align CSG capabilities with the client’s business objectives, growth plans, and industry trends.
• Partner with Sales, Internal teams, and Solution teams to identify, shape, and close expansion opportunities.
• Lead, mentor, and develop a team of Customer Delivery Managers (CDMs) and Customer Relationship Managers (CRMs).
• Establish clear accountabilities, performance expectations, and success metrics aligned to revenue growth, client satisfaction, and operational excellence.
• Foster a high-performance, client-centric culture, emphasizing accountability, continuous improvement, and proactive problem solving.
• Lead executive-level engagement, including Quarterly Business Reviews (QBRs), strategic planning sessions, and performance discussions.
• Deeply understand the client’s business model, financial drivers, and strategic priorities to influence decision-making.
• Manage, define, and monitor key success metrics to measure account health, adoption, satisfaction, and business outcomes.
• Lead efforts to drive adoption and optimization of CSG products and services across the client’s organization.

Benefits

• Position Pay Range: $99,039.25 - $158,459.49.
• This role is eligible for a bonus opportunity.

Company Description

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use, and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

• Recognized as a US News & World Report “Best Companies to Work For” for 2025-2026.
• Awarded by Newsweek as “America’s Greatest Workplaces in Tech” for 2025.
• Named “The Top Company in Technology for Women to Work” for 2025.