Job Description What the role is all about… We’re looking for a Customer Success Manager to join our Three business team and play a pivotal role in providing exceptional post-sale service, relationship management, and support for our mid to large business accounts. Reporting to the Customer Success Team Manager, you'll be at the forefront of building strong, trust-based relationships with our larger customers, understanding their unique needs, and proactively delivering tailored solutions from our portfolio. In this role, you’ll focus on maintaining a customer-centric approach that balances both commercial objectives and customer experience. You’ll work to ensure high retention rates while driving revenue growth through upsell and cross-sell opportunities. You'll also be responsible for addressing and resolving any issues, both technical and non-technical, working collaboratively with other teams to ensure seamless customer success. Please note: This is a hybrid role working between your home (2-3 days a week) and our Glasgow City Centre (2-3 days a week). What you’ll be doing… Serve as the primary point of contact for all commercial and non-commercial relationships with our customers, driving value growth, retention and loyalty across the Three Business base Spend time on-site with your customers – understanding their business and their needs Serve as a customer advocate by effectively collaborating with internal, cross-functional teams Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment Uncover opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process Be accountable for the financial performance of the contract Achieve individual monthly targets as set by Business across a range of commercial and experiential metrics Be responsible for monitoring ongoing customer health, customer satisfaction/NPS, acting on feedback to improve and drive satisfaction Prepare and deliver updates on performance to various levels of business and Three senior management.