Customer Success Manager

Customer Success ManagerSkip to main contentWe use cookies to make the safest and most effective website possible. Success Manager page is loaded Customer Success ManagerApplylocations: Reading Forburytime type: Full timeposted on: Posted Todaytime left to apply: End Date: May 30, 2026 (14 days left to apply)job requisition id: JR1009Customer Success ManagerNeos Networks offers alternative working arrangements that give employees some flexibility, including office, home and hybrid working. Location - Reading Salary - Competitive, dependent on experience + performance related bonus + a comprehensive benefits package supporting your family, finances, and wellbeing Working pattern Full-time Permanent 37 hours per week - Hybrid workingAt Neos Networks, we're building the future of connectivity across the UK. As a leading provider of fibre infrastructure and managed network solutions, we partner with some of the country's most critical organisations.We're now looking for a Customer Success Manager to play a pivotal role in ensuring our customers maximise the value of their connectivity and managed service solutions throughout the entire contract lifecycle. The Role Operating at the heart of the business, you'll sit at the intersection of Sales, Service Delivery, Operations, and Commercial teams, owning the post-sale customer relationship.You'll focus on:Driving customer retention and growth Ensuring service adoption and contract optimisation Delivering exceptional customer outcomes for complex, high-value accounts This role is ideal for someone experienced in managing enterprise or wholesale telecoms customers, particularly those with high-volume or mission-critical network environments.Key ResponsibilitiesCustomer Relationship & Value RealisationAct as the primary post-sale contact for a portfolio of strategic, wholesale, and mid-market customers Build a deep understanding of customer business goals, technical environments, and success criteria Develop and execute Customer Success Plans to deliver measurable value Build trusted relationships with both commercial and technical stakeholders Retention, Growth & Commercial OwnershipProactively manage contract health to maximise renewals and retention Identify upsell and cross-sell opportunities alongside Sales teams Support contract reviews, service upgrades, and expansions Ensure customers consume services in line with agreed SLAs and commercial terms Internal Collaboration & Continuous ImprovementPartner closely with Commercial, Billing, Contract Management, and Operations Provide structured feedback to improve products and services Help shape and enhance Customer Success frameworks and processesWhat You'll BringEssentialProven experience in Customer Success, Service Management, or Account Management within telecommunications or managed services Strong understanding of connectivity solutions (Ethernet, WAN, fibre, IP, optical) Strong commercial awareness with experience supporting renewals and growth initiatives Excellent stakeholder management and communication skills DesirableExperience with wholesale, enterprise, public sector, or CNI customers Knowledge of SLAs, KPIs, and service governance frameworks Understanding of UK telecoms regulatory environment Experience working in matrixed organisationsWho You AreCustomer-focused, with a strong sense of ownership Proactive and organised, able to manage competing priorities Commercially minded, with a focus on long-term value Collaborative, able to influence across teamsWhy Join Neos Networks?We offer a competitive package and a supportive environment designed to help you thrive:Performance-related bonus Flexible hybrid working Benefits that support your family, finances, and wellbeing Opportunity to work on business-critical infrastructure projectsNext StepsApply online today and we'll be in touch following the closing date with an update on your application.For further support, contact: