Job Description

Reports To:

Customer Success Director

Location:

Oswestry, Shropshire

Department:

Operations - Customer Success

About Us

Specialist Network Operations LTD is a high-performance Managed Service Provider delivering cutting-edge network services across the United States' fiber infrastructure landscape. We support national fiber carriers and ISPs by ensuring the resilience, scalability, and performance of mission-critical networks. Our mission is to deliver innovative solutions that empower businesses to thrive. Our Customer Success team is central to ensuring every customer achieves maximum value from our services, strengthening loyalty, reducing churn, and driving long-term growth.

Role Overview

The Customer Success Manager (CSM) is responsible for ensuring customers realize measurable value from our services. The CSM manages onboarding, adoption, and ongoing engagement for a portfolio of accounts, acting as the primary point of contact and advocate for the customer. This role partners cross-functionally with Sales, Product, Operations, and Support to deliver a seamless customer experience, drive retention, and identify growth opportunities.

Key ResponsibilitiesCustomer Engagement & Onboarding

Guide new customers through onboarding, ensuring a smooth transition and early value realization. Develop and execute customer success plans tailored to each account's goals and needs. Conduct regular check-ins, business reviews, and value assessments with customers.
Retention & Growth

Proactively monitor customer health, usage, and satisfaction to identify risks and opportunities. Drive renewals, upsell, and cross-sell opportunities in collaboration with Sales. Address and resolve customer issues, acting as an escalation point and advocate within the organization.
Operational Excellence

Maintain accurate records in CRM/CS platforms, tracking adoption, satisfaction, and value delivery. Collect and share customer feedback to inform continuous improvement of products and services. Support the Voice of the Customer program, contributing insights to drive business strategy.
Cross-Functional Collaboration

Work closely with Product, Support, and Operations to ensure consistent delivery of customer outcomes. Partner with Sales for seamless handover, renewal management, and expansion opportunities. Collaborate with the GIMO Integration Officer and other team members to resolve process issues and support integration projects.
Measures of Success

High customer retention and satisfaction (NPS, CSAT). Achievement of renewal and expansion targets. Strong product/service adoption across assigned accounts. Development of customer advocates and referenceable case studies. Accurate and efficient use of CRM and reporting tools.
Skills & Experience

Experience in Customer Success, Account Management, Service Delivery, or related roles, ideally within Managed Services, IT, or Networking. Proven ability to manage customer relationships and deliver measurable outcomes. Strong communication, problem-solving, and stakeholder management skills. Familiarity with CRM/CS platforms and customer health metrics. Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
What We Offer

Competitive salary and performance-based incentives. Hybrid/remote working flexibility. Opportunity to shape and grow your career in a high-growth, innovative business. Clear progression path within the Customer Success function.
Job Types: Full-time, Permanent

Pay: 40,000.00-50,000.00 per year

Work Location: Hybrid remote in Oswestry SY10 8NR