Customer Relationship Manager Lead

Hi, I'm Lolitta Tucker , your Recruiter and guide to joining CSG!   We are excited to learn more about you and your unique background. 

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.

You will act as a trusted advisor to senior client stakeholders, leveraging deep knowledge of the customer’s business, industry trends, and strategic priorities to identify opportunities for revenue expansion, solution adoption, and increased customer lifetime value. By leading a high-performing team, you will ensure consistent delivery of exceptional service, proactive issue resolution, and strong operational execution that enhances client satisfaction and retention.

In partnership with Sales, Product, and Delivery teams, you will develop and execute account growth strategies, identifying opportunities for new services, enhancements, and end-to-end solutions. You will guide your team in building strong client relationships, managing complex engagements, and delivering measurable outcomes aligned to client success metrics, SLAs, and business goals.

This role is instrumental in strengthening and expanding CSG’s footprint within key accounts, driving both the preservation of existing revenue streams and the growth of new business. Success in this position requires strong leadership, business acumen, and the ability to translate customer needs into actionable strategies that deliver value for both the client and CSG.

We are looking for a Customer Relationship Manager Lead who will:              

•  Own the end-to end health growth and performance of assigned client (s) with full accountability for revenue retention, expansion and customer satisfaction, while developing and executing 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, including new products, enhancements, and enterprise solutions while driving revenue growth across the portfolio by leading the team to proactively identify cross-sell, upsell, and innovation opportunities.
• Lead, mentor, and develop a team of Customer Delivery Managers (CDMs) and Customer Relationship Managers (CRMs) to ensure consistent, high-quality client engagement and delivery.
• 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. Responsible for the account from beginning of life cycle.
• Deeply understand the client’s business model, financial drivers, and strategic priorities to influence decision-making and strengthen the partnership. 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 by proactively identifying and mitigating risks to client retention, satisfaction, or growth and drive innovation in how solutions are expanded.

Is this opportunity right for you? We are looking for candidates who have: 

• 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 as well as consult with the customer and assist them in defining their needs based on product industry knowledge
• The ability to analyze workflow, evaluate systems, and formulate plans and are able to translate business requirements into technical solutions
• 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

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