Senior Customer Success Manager - Leading Telco. Network Management SaaS Business

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Senior Customer Success Manager - Leading Telco. Network Management SaaS Business, United Kingdom

Client:

Location:

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

30.03.2025

Expiry Date:

14.05.2025

Job Description:

Zearch are pleased to be assisting a high growth PE backed Software, Geospatial & GIS vendor that following great new business success are now searching for a proactive and customer-focused Customer Success Manager to manage tier 1 Telco and Enterprise customers.

This person will assist our clients Sales team and Account Managers in driving customer engagement, satisfaction, and retention. This role involves ensuring that tier 1 and tier 2 Telco customers achieve success with our client’s solutions, overseeing project outcomes, and maintaining long-term relationships. The Customer Success Manager will monitor adoption, proactively address challenges, and work to maximize customer ROI, ultimately driving renewals and expansion opportunities. Acting as the customer’s advocate, this role requires a deep understanding of our client’s solutions and the ability to foster strong relationships with key stakeholders.

Responsibilities

1. Serve as the primary point of contact for assigned customers, ensuring they derive maximum value from our client’s solutions.
2. Develop and execute joint success plans in collaboration with customers, sales managers, and delivery teams to drive adoption and high-impact use cases.
3. Regularly engage with customers through check-in calls and strategic business reviews, aligning on objectives and identifying growth opportunities.
4. Maintain in-depth knowledge of our client’s products, keeping customers informed about relevant features and enhancements that align with their business goals.
5. Act as the voice of the customer within our client’s organization, providing feedback to product and engineering teams on potential improvements.
6. Collaborate with delivery teams to estimate effort for additional services such as customizations and training, ensuring a seamless transition from presales to implementation.
7. Support Sales with business case development to showcase the value of additional modules, features, or user expansions.
8. Potentially engage with key enterprise customers during the presales phase to help position the solution effectively.

Skills & Qualifications

1. Strong expertise in our client’s software solutions, enabling effective engagement with customers at all stages of the lifecycle SaaS.
2. Ability to create and present Proof of Concepts (POCs) to customers, from end users to senior executives.
3. Excellent communication and interpersonal skills, capable of building and maintaining strong customer relationships.
4. A proactive, customer-first mindset with the ability to drive adoption and encourage long-term retention.
5. Strong problem-solving skills, with the ability to think strategically and adapt to customer needs.
6. Fluency in English is required.
7. Ability to manage multiple accounts efficiently while prioritizing key customer needs.
8. Willingness to travel as needed for in-person meetings with customers and colleagues.

Education & Experience

1. Bachelor’s degree (or equivalent) in a relevant engineering, business, or technical field.
2. At least 5 years of experience in the technology industry, including a minimum of 3 years in a customer-facing role within a software or networks organization, preferably working with enterprise clients.

If you have experience in Customer Success, have worked at a SaaS business and have experience servicing Tier 1 Telco customers please apply now.