Customer Success Manager

Job Title: Customer Success Manager, Telecom CCaaS
Location: Manchester
Salary: £36,000 - £40,000 basic
Industry: Telecoms (specifically CCaaS)

Are you passionate about customer success and the cutting edge of telecom technology?

We're looking for an enthusiastic and experienced Customer Success Manager (CSM) to join our client in Manchester. If you thrive on building strong relationships, ensuring clients maximise the value of their investment, and are excited by the dynamic world of Contact Centre as a Service (CCaaS) within the telecommunications sector, this could be the perfect role for you!

The Company

Our client partners with the leading CCaaS providers including Zoom, Ring Central, NICE, Microsoft + Many more and are empowering businesses across the UK to deliver exceptional customer experiences.

They are based in Manchester and pride themselves on our collaborative culture, commitment to technological excellence, and unwavering focus on client satisfaction. They believe in pushing boundaries, fostering growth, and making a real impact in the telecom industry.

The Role

As a Customer Success Manager, you'll be the trusted advisor and primary point of contact for a portfolio of our key telecom clients. Your mission will be to ensure their continued success and satisfaction with our CCaaS platform. This isn't just about problem-solving; it's about proactively identifying opportunities, driving adoption, and demonstrating the tangible value our solutions bring to their operations.

Key Responsibilities

• Develop and maintain strong, long-lasting relationships with a dedicated portfolio of telecom clients.
• Proactively engage with clients to understand their business objectives, challenges, and evolving needs.
• Onboard new clients and guide them through the successful implementation and adoption of our CCaaS platform.
• Monitor client health, identify at-risk accounts, and develop strategies to mitigate churn.
• Conduct regular business reviews to demonstrate ROI, highlight new features, and present expansion opportunities.
• Collaborate closely with our sales, product, and support teams to ensure a seamless customer journey.
• Act as a client advocate internally, ensuring their feedback and needs are communicated to relevant departments.
• Stay up-to-date with industry trends, product enhancements, and competitive landscape within the telecom CCaaS space.

What You'll Bring

• Proven experience as a Customer Success Manager or similar client-facing role (e.g., Account Manager, Project Manager) within the telecommunications or SaaS industry.
• A solid understanding of Contact Centre as a Service (CCaaS) platforms and their value proposition.
• Exceptional communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• A proactive, results-driven approach and a passion for helping others succeed.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Based in or willing to commute to Manchester.

Desirable (but not essential)

Experience with any of the following CCaaS Providers:

• Zoom
• RingCentral
• NICE
• GoTo
• Dialpad
• Five9
• Genesys
• 8x8
• Content Guru

Why Join

• Customer satisfaction over sales: A rare opportunity to focus on true customer success and not sales focused. This company is truly looking for a conscientious customer centric CSM who loves relationship building.
• Impactful Work: Play a crucial role in the success of our clients and the growth of the company.
• Career Growth: Opportunities for professional development and advancement in a rapidly expanding industry.
• Innovative Environment: Work with cutting-edge technology and a team dedicated to innovation.
• Fantastic Culture: Join a supportive, collaborative, and fun team right here in Manchester.

Ready to Make a Difference?

If you're a dedicated Customer Success professional with a passion for telecom CCaaS and a desire to join a thriving Manchester-based company, we'd love to hear from you!

Apply Now!

Please submit your CV or reach out directly to discuss the role in more detail.