Customer Success Manager

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Company Description

Job Description

This hybrid role provides a balance of home and office working, with travel to customer sites and key CityFibre operational offices.

As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as a Customer Success Manager

As a Customer Success Manager, you will be the main point of contact for managing customer relationships, ensuring satisfaction, and driving service improvements. You'll work closely with internal teams to support customers, manage escalations, and deliver a superior in-life experience. With a strong focus on service excellence, you'll help customers optimise their use of our solutions, driving long-term retention and satisfaction.

You'll receive a salary of up to £62,000, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Building and maintaining strong relationships with customers, supporting them to maximise their return on investment
• Acting as the "voice of the customer" internally, sharing feedback to drive improvements in customer experience
• Managing escalations, ensuring service delivery meets contractual obligations and exceeds expectations
• Monitoring and analysing customer satisfaction, addressing concerns proactively to enhance the in-life experience
• Leading regular service and strategic business reviews with customers, ensuring alignment on their business needs
• Collaborating with internal teams, including Sales, to identify opportunities and improve overall customer success

What you'll bring to the role

Proven experience in customer success or a similar role, with the ability to build and maintain strong relationships. You'll also have:

• Exceptional communication skills and the ability to foster positive business relationships
• Strong personal organisation and accountability
• ITIL Foundation certification (v3 or v4) to support effective service management and delivery
• Experience effectively communicating brand and product information across various channels and teams
• A proven track record in customer-facing roles, driving initiatives to enhance the customer experience

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we're a Disability Confident Employer. Working together with our Employee Networks, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

Qualifications

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!