--- title: 'Customer Success Manager at IDT' canonical: 'https://feeny.ai/job/customer-success-manager-idt-san-jose-4z68fytfsasx' type: 'job' last_seen: '2026-10-17' --- # Customer Success Manager at IDT - **Company:** IDT - **Location:** San Jose, CA - **Compensation:** $29k - **Work type:** hybrid - **Posted:** 2026-04-20 - **Last confirmed live:** 2026-10-17 - **Apply:** https://jobs.lever.co/idt/dca3388d-c860-43cb-a652-c7ae1d0a1d61 ## Job description The Customer Success Manager (CSM) is a pivotal role, demanding an individual with truly exceptional interpersonal and relational skills. The ideal candidate must possess a natural ability to foster win/win environments, ensuring positive and productive outcomes for all stakeholders, including the customer, the internal team, and the company. This role is fundamentally focused on driving an outstanding and comprehensive customer experience, moving beyond mere support to actively partnering with customers to ensure they not only adopt but fully realize their desired goals and maximum value from our products and services. Core Responsibilities and Expectations: The responsibilities of the Customer Success Manager are comprehensive, covering account management, strategic relationship building, product expertise, and proactive risk mitigation: Proactive Account Engagement and Relationship Management: Systematically engage with a carefully curated portfolio of assigned clients. Maintain a defined and regular communication cadence with each account to continuously monitor product adoption, usage, and overall service satisfaction. Serve as the client's primary point of contact and trusted advisor, owning the overall relationship from onboarding through renewal. Regularly conduct business reviews (QBRs) and success planning sessions to align our product capabilities with the customer's evolving strategic objectives. Driving Growth and Value Realization: Actively identify opportunities for organic growth within the assigned portfolio, including upselling relevant premium features or expanding product usage across different departments. Deeply understand the customer's business drivers and objectives to ensure they are fully achieving their desired outcomes and return on investment (ROI) with our solutions. Facilitate training sessions, workshops, and ongoing education to ensure high-level product competency and maximum feature utilization among key customer personnel. Client Retention and Risk Mitigation: Ensure the highest levels of retention and satisfaction for all assigned clients, viewing retention as the ultimate measure of success. Develop an early warning system to identify potential signs of churn or dissatisfaction (e.g., declining usage, unmet expectations, unresolved issues). Proactively and swiftly intervene to resolve concerns, develop effective mitigation strategies, and rebuild confidence and partnership when "churn flags" are raised. Act as the voice of the customer internally, relaying feedback on product needs, service gaps, and competitive landscape to relevant cross-functional teams (e.g., Product, Engineering, Sales). Customer Enablement and Support Coordination: Aid clients across the entire customer lifecycle, including providing detailed product training, answering complex questions, troubleshooting initial configuration issues, and coordinating advanced technical support when necessary. Document all customer interactions, success plans, and retention activities accurately within the Customer Relationship Management (CRM) and Customer Success Management (CSM) platforms. Create and maintain a library of customer-facing success materials, including best practice guides and use-case examples, to empower clients to be self-sufficient. Exceptional Communication and Interpersonal Skills: Ability to articulate complex solutions clearly and persuasively, both verbally and in writing. Active listening skills to truly understand customer needs, pain points, and strategic goals. Empathy and the ability to build immediate trust and rapport with C-level executives and end-users. Sales and Negotiation Acumen: A consultative, solution-oriented selling approach (not aggressive or transactional). Ability to identify and qualify expansion opportunities (upsell/cross-sell) by linking product value to customer business outcomes. Skill in managing complex negotiations, handling objections, and closing expansion deals. ## About IDT ## Company Overview - **One-liner**: IDT Corporation is a global provider of communications, payment, and point-of-sale services for consumers and businesses, operating under brands like Boss Revolution and net2phone. - **Entity Type**: Public (NYSE: IDT, Russell Microcap component) - **Headquarters**: Newark, New Jersey, United States - **Founded**: August 1990 - **Founders**: Howard Jonas ## Core Business - Primary industry/industries: Telecommunications, cloud communications, unified communications, financial services, point-of-sale (POS) systems. - Target customers: B2C (prepaid calling, mobile, money transfer) and B2B (VoIP, unified communications, POS for retailers, merchant services, SMS marketing). - Mission or purpose statement: To connect family, friends, and loved ones globally through innovative, reliable, and affordable communication and payment services. ## Products & Services - **[Boss Revolution]**: Prepaid phone cards, international calling, mobile top-up, and money transfer services for consumers. - **[net2phone]**: Cloud-based unified communications and VoIP solutions for businesses. - **[National Retail Solutions (NRS)]**: Touch-screen point-of-sale systems for independent retailers, including payment processing and transaction services. - **[IDT Global / IDT Express]**: Wholesale carrier services and enterprise communication solutions. - **[BOSS Wireless]**: Affordable mobile wireless service for consumers. ## Market Standing - **Valuation/Market Cap**: Approximately $1.2 billion (as of recent data from LinkedIn). - **Key Metric**: Annual revenue of $1.2 billion (FY2023: $1.24B); latest quarterly revenue (Q3 FY2026) was $315.7 million. - **Notable Investors/Partners**: Publicly traded; major institutional shareholders. Key partners include AT&T (historic investment in Net2Phone). - **Growth Signals**: +1.4% YoY headcount growth (944 employees on LinkedIn); operations in 49 countries; continuous innovation in VoIP and POS; expanding merchant services and SMS sales. ## Competitive Advantages - **Entrepreneurial culture**: Encourages in-house entrepreneurship and rapid idea-to-market execution. - **Global reach**: Customers and teams distributed across six continents, serving a large multicultural community. - **Innovation legacy**: Pioneered international call re-origination, VoIP (Net2Phone), and now leads in POS for independent retailers. - **Diversified revenue streams**: Consumer (Boss Revolution) and B2B (net2phone, NRS) segments reduce dependency on any single market. ## Strategic Focus - Continue to expand NRS (POS) and merchant services footprint. - Grow net2phone’s unified communications customer base. - Enhance mobile and money transfer offerings under Boss Revolution. - Leverage global team to enter new markets and improve service reliability and security. ## Why Work Here - **Culture**: Collaborative, family-like atmosphere with “small company feel” despite global scale. Values frankness, accountability, and employee development. - **Flexibility**: Flexible working arrangements and convenient office locations with transportation options. - **Benefits**: Competitive pay, health/dental/vision, 401k, generous PTO, free breakfast, in-office gym, recreational leagues (baseball, basketball, pool, chess). - **Growth**: Long average employee tenure; promotion from within; opportunities for mastery and advancement. - **Diversity**: Multicultural workforce; inclusive environment; IDT Charitable Foundation supports education, food, and medical services. ## Sources 1. [idt.net – Careers](https://www.idt.net/careers/) 2. [linkedin.com – IDT Company Page](https://linkedin.com/company/idt) 3. [idt.net – About Us](https://www.idt.net/about-us/) 4. [wikipedia.org – IDT Corporation](https://en.wikipedia.org/wiki/IDT_Corporation) 5. 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