Customer Success Owner, FTTP

Customer Success Owner, FTTP

Job Description:

Pavlov Media is seeking a Customer Success Owner to champion the customer experience and ensure seamless service delivery within an assigned territory or region. This role will serve as the primary point of escalation and ownership for customers, managing technical, administrative, and field service functions to deliver exceptional outcomes, proactively assist our customers and increase retention.

Duties/Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Act as the primary advocate for customers, ensuring their needs are met and issues are resolved promptly.
• Own the end-to-end customer experience, including onboarding, service delivery, and ongoing support.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Coordinate across and within teams (technical support, field services, account management) to ensure timely resolution of escalations.
• Monitor service performance and implement corrective actions when necessary.
• Provide regular updates and reporting to leadership on service status and improvement initiatives.
• Available to support team during some evenings, weekends, and occasional holidays

Required Qualifications:

• Strong background in customer success, account management, or operations.
• Excellent communication and problem-solving skills.
• Ability to manage multiple priorities and work cross-functionally.
• Experience in telecom, networking, or technology services preferred but not required.
• Proven ability to build trust and maintain long-term customer relationships.

Desired Qualifications:

• Familiarity with CRM systems, service platforms, and tools like Odoo or CDG Elements a plus.
• Technical aptitude in networking or fiber optics a plus.
• Strong understanding of customer success frameworks and lifecycle management
• Experience with data analysis tools (PowerBI, Tableau, etc.)
• Previous management experience preferred but not required

Physical Requirements:

The successful candidate will be able to perform the following with or without reasonable accommodation:

• Long periods of sitting
• Ability to lift 10 pounds
• Some travel required; 10% ability to travel via commercial air/driving

Compensation & Benefits:

The salary range for this position is: 65,000-95,000

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate's skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.

Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well-being of our employees:

• 15 company paid holidays
• 3 weeks PTO
• Medical, Dental, Vision starting day one
• 401K with company match
• Health and Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational and professional reimbursement
• Short- and long-term disability benefits

Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.