We are seeking a highly skilled and client focused Customer Success Manager with strong technical expertise in networking to manage and grow key customer relationships. This role sits at the intersection of management technical networking expertise and customer relationship , ensuring clients receive maximum value from their and managed service solutions. The successful candidate will work closely with stakeholders connectivity, networking, customers, technical teams, and internal to ensure service excellence, drive customer satisfaction, and identify opportunities for service optimisation and growth. This is a strategic role responsible for customer retention, service success, and long account development.Duties & Responsibilities

Customer Relationship Management

• Act as the primary relationship owner for assigned client accounts.

• Develop strong long-term partnerships with customers.

• Conduct regular customer engagement meetings.

• Facilitate Quarterly Business Reviews (QBRs).

• Build trusted relationships with key stakeholders.

• Ensure ongoing customer satisfaction and engagement.

• Drive customer retention through proactive relationship management.

• Manage long-term account development initiatives.

Customer Success & Service Delivery

• Ensure customers successfully adopt and utilise services.

• Monitor customer environments and service performance.

• Coordinate internal teams to resolve technical or service issues.

• Ensure customers achieve measurable business value from solutions.

• Ensure service excellence across customer accounts.

• Work closely with technical teams and internal stakeholders to deliver successful customer outcomes.

• Support customers in maximizing the value of connectivity, networking, and managed service solutions.

Technical Customer Engagement

• Provide strategic guidance on networking and infrastructure solutions.

• Assist clients with best practices around network design and optimisation.

• Interpret technical environments and translate them into business value.

• Engage with customers on networking, connectivity, and infrastructure discussions.

• Provide technical insight during customer engagements.

• Support solution optimisation and continuous improvement initiatives.

Service Performance & Escalation

• Act as the escalation point for service-related issues.

• Work with support and engineering teams to resolve incidents.

• Ensure service levels and contractual obligations are maintained.

• Coordinate resolution of customer issues with internal technical teams.

• Monitor service performance and customer experience.

• Ensure timely resolution of escalated service concerns.

Account Growth & Opportunity Identification

• Identify opportunities for service improvement or expansion.

• Collaborate with sales teams on solution enhancements.

• Introduce new services that align with client needs.

• Identify opportunities for account growth.

• Support long-term customer success and strategic account development.

• Drive service optimisation initiatives.

• Assist in expanding existing customer relationships.

Technical Responsibilities

• Provide expertise within enterprise networking environments.

• Work with routing protocols and switching technologies.

• Support network infrastructure design.

• Work within LAN/WAN environments.

• Engage with ISP and connectivity environments.

• Perform network troubleshooting.

• Support managed service environments.

• Work with enterprise networking equipment.

• Support internet service provider environments.

• Manage managed network services.

• Work with connectivity solutions including Fibre, Wireless, and LTE.