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- Tasks: Lead BT's Customer Success practice to enhance customer loyalty and drive growth.
- Company: BT is a leading B2B provider with over 175 years of heritage, serving 1.2 million customers globally.
- Benefits: Enjoy flexible working, private healthcare, generous leave, and training opportunities.
- Why this job: Shape strategy, inspire teams, and make a real impact on BT's success and customer satisfaction.
- Qualifications: Proven leadership skills, experience in selling Cisco solutions, and ability to manage complex relationships.
- Other info: Diversity and inclusion are valued; applications from all backgrounds are encouraged.
The predicted salary is between 43200 - 72000 £ per year.
Closing Date: Tuesday 19th August 2025
Locations: Birmingham, Bristol, London or Manchester
Why this job matters
BT is launching a new Cisco Customer Success team to support achievement of the highest partnership status with Cisco, one of BT\’s tier 1 strategic partners. This team will drive customer loyalty, renewals, and growth by optimising every stage of the customer journey.
As Cisco Customer Success Practice Lead, you\’ll define the strategy, build the team, and embed a customer-first mindset across BT\’s Cisco business. Your leadership will fuel retention, upselling, and acquisition of large, complex Cisco contracts with BT\’s corporate and public sector customers—directly impacting BT\’s market share and long-term success.
This is a high-impact role with visibility across the organisation—ideal for someone looking to shape strategy, lead cross-functional collaboration, and build deep expertise in scaling customer success operations. Your impact will directly contribute to BT\’s growth and long-term success.
What you\’ll be doing
- Leading BT\’s Customer Success practice to drive customer health, retention, and growth.
- Designing and delivering customer success plans that align technology adoption with customer goals and industry trends.
- Inspiring and leading the team to meet BT\’s Cisco Customer Success sales targets and key performance metrics at team and individual levels.
- Building trusted, executive-level relationships with customers to understand and qualify their needs and strategic priorities.
- Collaborating across teams to build and maintain a strong pipeline of qualified opportunities.
- Overseeing the full customer lifecycle from onboarding through value realisation, adoption, renewal, and growth phases.
- Proactively managing renewal risks with clear action plans and coordinating with renewal and sales teams.
- Demonstrating proven leadership skills to coach, inspire, and drive teams to exceed targets.
- Managing stakeholder relationships effectively in complex, matrixed environments to align strategic goals.
- Building lasting B2B customer relationships across retention, sales, account management, and new business.
- Solid track record of selling Cisco solutions and understanding the Cisco portfolio.
In Sales and Commercial, we\’re building one of the biggest and best sales teams in the country, with ambitions to develop a high-performance culture founded on career progression and excellence.
Why Business
With over 175 years of heritage, BT is a leading B2B provider serving 1.2 million business customers globally. We are a leader in secure connectivity and collaboration platforms, helping businesses of all sizes build stronger, smarter, and more secure operations.
We value diversity and inclusion, champion digital inclusion, and are committed to making a positive societal impact. Joining BT means being part of a diverse, innovative team that makes a difference.
Additional Notes
Roles are listed as full-time but flexible working arrangements can be discussed. We offer reasonable adjustments during the selection process.
We encourage applications from women, disabled individuals, LGBTQ+, neurodiverse, and ethnic minorities, even if all criteria are not met.
Benefits
- On target bonus
- Private healthcare
- Car allowance
- BT Pension scheme (minimum 5% employee, 10% employer contribution)
- Equal family leave (up to 18 weeks full pay, 8 weeks half pay, 26 weeks statutory)
- Enhanced women’s health support
- 25 days annual leave + bank holidays
- 24/7 virtual GP
- 2 weeks paid carer’s leave
- Training and development opportunities
- Option to join BT Shares Saving schemes
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Cisco Customer Success Practice Lead employer: BT Group
Contact Detail:
BT Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cisco Customer Success Practice Lead
✨Tip Number 1
Familiarise yourself with Cisco's latest technologies and solutions. Understanding their portfolio will not only help you in discussions but also demonstrate your commitment to the role and the company.
✨Tip Number 2
Network with current employees or industry professionals who have experience in customer success roles, especially within Cisco. This can provide you with valuable insights into the company culture and expectations.
✨Tip Number 3
Prepare to discuss specific strategies you've implemented in previous roles that led to customer retention and growth. Highlighting your leadership skills and successful outcomes will set you apart from other candidates.
✨Tip Number 4
Showcase your ability to build relationships by preparing examples of how you've successfully collaborated with cross-functional teams in the past. This is crucial for a role that requires managing stakeholder relationships effectively.
We think you need these skills to ace Cisco Customer Success Practice Lead
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Cisco Customer Success Practice Lead position. Understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Tailor Your CV: Customise your CV to highlight relevant experience in customer success, leadership, and sales, particularly with Cisco solutions. Use specific examples that demonstrate your ability to drive customer loyalty and growth.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your strategic vision for the role. Mention how your previous experiences align with BT's goals and how you can contribute to their success.
Highlight Leadership Skills: Emphasise your leadership abilities in both your CV and cover letter. Provide examples of how you've inspired teams, managed stakeholder relationships, and driven results in complex environments.
How to prepare for a job interview at BT Group
✨Understand the Customer Success Landscape
Familiarise yourself with the principles of customer success, especially in relation to Cisco solutions. Be prepared to discuss how you would drive customer loyalty and retention, as well as your strategies for optimising the customer journey.
✨Showcase Leadership Experience
Highlight your previous leadership roles and how you've inspired teams to exceed targets. Prepare examples that demonstrate your ability to coach and develop talent, particularly in a complex, matrixed environment.
✨Build Relationships
Emphasise your skills in building executive-level relationships. Be ready to discuss how you would engage with customers to understand their needs and strategic priorities, and how this aligns with BT's goals.
✨Prepare for Cross-Functional Collaboration
Since this role involves collaboration across various teams, think about your experiences working in cross-functional settings. Be prepared to share how you’ve successfully managed stakeholder relationships and built pipelines of qualified opportunities.
