Job Description This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 3 days a week. As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be. Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally. What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people Joining us as a Lead Customer Success Manager As a Lead Customer Success Manager, you’ll play a key role in building and maintaining strong relationships with strategic customers, ensuring exceptional service and satisfaction. You’ll lead and mentor a team of Customer Success Managers, driving performance while aligning customer objectives with company goals. Your focus will be on enhancing customer experiences, identifying growth opportunities, and managing escalations effectively to strengthen client loyalty and retention. You’ll receive a competitive salary, a car allowance, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing. This is some of what you can expect to be doing: Lead and mentor a team of Customer Success Managers, ensuring high performance and continuous development Build and maintain relationships with C-level stakeholders to drive satisfaction and retention Manage and resolve complex customer escalations, ensuring positive outcomes Oversee the customer satisfaction process, driving continual service improvements Develop customer engagement strategies to position the company as the preferred supplier Collaborate with internal teams to align customer success initiatives with company goals What You’ll Bring To The Role Proven experience managing complex customer relationships with C-level communication and relationship management skills. You’ll also have: Strong ability to communicate across functions and with external customers through various channels Track record of driving customer experience improvements in a customer-facing environment Excellent organisational, presentation, and communication skills with strong prioritisation abilities Demonstrated negotiation skills and ability to manage executive-level escalations effectively Proven capability to lead virtual teams of Service Managers and manage multi-channel Diversity, Inclusion & Belonging We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way. What You Can Expect From Us We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies. Qualifications ITIL v4 certification (essential) Additional Information We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careerscityfibre.com. We want to help