Customer Success Manager

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!

Joining us as a Customer Success Manager

You’ll play a key role in delivering an exceptional in-life experience for our customers—supporting them to get the most out of our services while ensuring high levels of satisfaction and retention. Acting as the main point of contact, you’ll manage relationships, resolve issues, and help drive continuous service improvement. You’ll work closely with cross-functional teams to make sure the customer voice is heard and acted upon, helping to shape service delivery in line with our customers’ evolving needs.

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 maintain strong relationships with customers, supporting them to maximise their return on investment
• Collaborate with cross-functional teams (Commercial, Product, Delivery and Assurance) to deliver an exceptional customer experience and success
• Manage escalations, ensuring service delivery meets contractual obligations and exceeds expectations
• Lead and facilitate customer-facing workshops to capture insights, document requirements, and implement initiatives that drive company growth, ensuring alignment with key performance indicators (KPIs)
• Monitor agreed customer health metrics, identify opportunities for improvement, and provide insights to enhance Service Delivery and Assurance
• Lead regular service and strategic business reviews with customers, ensuring alignment with their business needs

What you’ll bring to the role

You’ll bring experience managing customer relationships in a service-focused environment, with a passion for delivering excellent outcomes. You’ll also have:

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

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.

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 [email protected]. We want to help!