Customer Success Manager – Enterprise CPaaS Accounts

About this role

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Via is supporting a global CPaaS and communications platform provider
in hiring a Customer Success Manager to own and grow a portfolio of strategic enterprise customers.

This is a
specialist CPaaS customer success role
, focused on helping enterprise organisations leverage high-volume messaging and communications infrastructure (SMS, voice, WhatsApp, email APIs, and omnichannel engagement) to power critical customer interactions at scale.

You will operate as a trusted advisor to senior stakeholders, driving
retention, platform adoption, and significant account expansion across usage-based enterprise contracts
.

Location

United States – remote-first with flexible hybrid options depending on location.

Compensation & Benefits

• $85,000 – $105,000 base salary
• OTE up to $150,000
• Quarterly performance bonus
• Medical, dental & vision coverage
• 401(k) with company match
• Equity participation
• Generous PTO
• 12 weeks paid parental leave
• Annual wellness allowance
• Flexible working arrangements
• Strong internal mobility and global career pathways

What You’ll Be Doing

- Own a portfolio of
enterprise CPaaS customers
with high-volume communications usage
- Drive adoption of messaging APIs, omnichannel engagement tools, and communication workflows (SMS, WhatsApp, voice, email)
- Build deep, trusted relationships with senior technical and commercial stakeholders (CTO, Product, Engineering, Marketing)
- Manage
consumption-based accounts with a strong focus on usage growth and expansion revenue
- Identify and execute upsell and cross-sell opportunities across CPaaS product suites
- Lead strategic account planning, renewals, and value realisation discussions
- Act as the esc...