Job Description

JOINING US AS A CUSTOMER SUCCESS MANAGER

We’re looking for an experienced Customer Success Manager with strong industry knowledge to deliver an exceptional in-life experience for our business customers—ensuring satisfaction, retention, and continuous improvement. Acting as the key point of contact, you’ll manage high-value relationships, proactively resolve issues, and represent the voice of the customer internally. This role will be central to how we deliver service excellence to key accounts, including high-profile clients like Sky.
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:

• Build and manage relationships with customers in the FTTP, broadband, and Ethernet space, supporting them to maximise value from our services
• Collaborate with cross-functional teams (Commercial, Product, Delivery, and Assurance) to drive high-quality service experiences
• Own and manage service escalations, ensuring we meet or exceed contractual obligations
• Lead customer workshops to capture insights, define service improvements, and align initiatives with commercial and operational KPIs
• Monitor customer health metrics, identifying opportunities to optimise delivery and ensure customer success
• Lead regular strategic and service reviews with customers, ensuring alignment with their evolving business needs

THIS HYBRID ROLE OFFERS A MIX OF HOME WORKING, TIME IN YOUR LOCAL OFFICE, AND VISITS TO CUSTOMER SITES, WITH AN EXPECTATION TO BALANCE YOUR TIME ACROSS ALL THREE AS NEEDED.

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!

WHAT YOU’LL BRING TO THE ROLE

You’ll have a strong background in customer success or service management within the telecoms sector, with the confidence and credibility to manage complex customer relationships from day one. You’ll also bring:

• Experience working in the B2B or B2B2C broadband market
• Strong knowledge of FTTP and Ethernet product sets
• Detailed understanding of the UK broadband industry and market dynamics
• Exceptional communication and stakeholder management skills
• Experience using CRM systems such as Salesforce or ServiceNow
• ITIL Foundation certification (v3 or v4) to support structured service management

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

• Build and manage relationships with customers in the FTTP, broadband, and Ethernet space, supporting them to maximise value from our services
• Collaborate with cross-functional teams (Commercial, Product, Delivery, and Assurance) to drive high-quality service experiences
• Own and manage service escalations, ensuring we meet or exceed contractual obligations
• Lead customer workshops to capture insights, define service improvements, and align initiatives with commercial and operational KPIs
• Monitor customer health metrics, identifying opportunities to optimise delivery and ensure customer success
• Lead regular strategic and service reviews with customers, ensuring alignment with their evolving business need