Customer Success Manager

• Drive customer satisfaction, retention and experience, ensuring high Net Promoter Scores (NPS)
• Manage end-to-end relationships with global enterprise customers across multiple regions and segments including multinational corporations and public sector organisations
• Act as the primary point of contact for all service-related discussions with senior customer decision-makers
• Oversee contract management, ensuring operational and enabling teams meet all obligations
• Analyse service performance, identify gaps, and drive continuous service improvements
• Lead monthly and quarterly customer service reviews, maintaining documentation and follow-up actions
• Manage service lifecycle across sell–build–run phases
• Guide various service and delivery teams in resolving escalations outside business-as-usual processes
• Maintain accurate customer and service inventories, updating reports and dashboards as required
• Identify opportunities for cross-selling, upselling, and plugging revenue leakages
• Support delivery teams in clearing on-hold orders and coordinating with cross‑functional teams
• Champion digitalisation by identifying areas where manual reporting can be automated
• Mentor and provide guidance to service management analysts

• Experienced in customer‑facing international Customer Success roles (4+ years)
• Skilled in telecom products such as Fixed Line, Mobility, Cybersecurity, SD-WAN, IoT, SaaS, MPN, Cloud and Unified Communications
• ITIL 4 certified with strong understanding of service lifecycle management
• An effective communicator able to engage confidently with senior customer stakeholders
• Technically sound in networking fundamentals (SDH, DWDM, MPLS, LAN/WAN, Internet, Fixed Voice, SD-WAN)
• A collaborative influencer who can work across global teams and resolve conflicts
• Commercially aware with the ability to interpret P&L statements
• Proficient in data analysis to identify trends and enable decision-making
• Adaptable, resilient, and comfortable in dynamic customer environments
• Able to mentor others and demonstrate accountability, critical thinking, and strong organisational skills

Knowledge of automation tools such as Power BI, SQL or Python is beneficial

• Opportunity to work with global enterprise customers and develop deep expertise across telecom and digital services
• Exposure to senior-level stakeholder management and strategic customer engagement
• Experience in contract governance, service reviews, and P&L-linked decision-making
• Involvement in digital transformation initiatives and modernisation of service reporting
• Growth through collaboration with cross-functional teams across multiple countries