At a Glance
- Tasks: Lead a team to ensure customers get the most from our services and build lasting relationships.
- Company: Join RapidSwitch, a top Bare Metal service provider in the UK with a collaborative culture.
- Benefits: Competitive salary of £37,000-£50,000 plus benefits, including professional development opportunities.
- Why this job: Make a real impact by driving customer satisfaction and retention in a dynamic tech environment.
- Qualifications: Experience in IT infrastructure, strong leadership skills, and a customer-focused mindset.
The predicted salary is between 37000 - 50000 £ per year.
The Customer Success Manager plays a key role in ensuring customers achieve maximum value from RapidSwitch’s solutions and services, driving customer satisfaction, retention, and long-term growth. Leading a small, high-performing team, you will build strong, lasting relationships with customers and partners—positioning RapidSwitch as a trusted partner rather than just a supplier. Acting as a central point of contact for key accounts, you’ll ensure a seamless customer journey, aligning client needs with our products and services while proactively supporting their business objectives. This is a hands-on leadership role where you’ll guide the Customer Success team in managing customer relationships, identifying growth opportunities, resolving issues, and delivering an exceptional overall experience. You’ll also play a key role in gathering customer feedback and sharing insights across the wider business to continuously improve our offering.
Responsibilities
- Lead, coach and develop a team of Customer Success professionals (based in Maidenhead), ensuring high standards across all day-to-day activities and handling escalations where required.
- Build and maintain strong relationships with customers and resellers, with a focus on retention, growth, and long-term partnership.
- Work closely with the Sales team to support upgrades and identify new opportunities, while ensuring smooth handovers for wider sales activity.
- Take ownership of customer issues and escalations, including complaints, cancellations, and problem management, driving positive outcomes and retention.
- Oversee billing and account-related queries, working closely with Finance to ensure accuracy and efficiency (within an automated billing environment).
- Capture and share customer insights and feedback to support continuous improvement across products, services, and delivery.
- Document processes and provide regular reporting on team performance and customer trends.
We want to hear from you if you:
- Product & Technical Knowledge
- Experience within the dedicated server, hosting, or wider IT infrastructure industry.
- A solid understanding of server hardware, networking equipment, and rack-based solutions (e.g. SANs).
- Good working knowledge of networking fundamentals.
- Commercial & Sales Experience
- Experience selling products or services to both new and existing customers.
- Understanding of sales processes and the ability to identify growth opportunities.
- Familiarity with CRM and sales tools.
- Operational Excellence
- Strong customer focus, with experience handling queries, complaints, and escalations.
- Confidence using CRM systems and operational tooling.
- Ability to plan, prioritise, and deliver projects effectively.
- Experience producing and analysing reports on sales performance, retention, and customer satisfaction.
- A continuous improvement mindset, with the ability to identify inefficiencies and optimise processes (knowledge of Lean principles is a plus).
- Awareness of risk, with the ability to assess issues and implement mitigation strategies.
- Leadership & Interpersonal Skills
- Experience managing or mentoring a team, including setting objectives and handling day-to-day people management tasks.
- Excellent communication skills, with the ability to collaborate across teams and clearly present information both verbally and in writing.
- Highly adaptable, with the ability to manage changing priorities and respond to urgent customer needs.
What's in it for me?
£37,000-£50,000 DOE + Benefits
Who you'll be doing it for:
RapidSwitch is a leading Bare Metal service provider in the UK. RapidSwitch was founded in 1999 and has been a part of the Iomart Group since 2009. We have a highly experienced team, all based in our Maidenhead office, who support over 1000 customers, across over 7500 devices. Our teams get to work with a range of devices & technologies, including (but not limited to): Dell Servers - using both Intel & AMD chipsets, HPE servers - using both Intel & AMD chipsets, GPU servers - used by our customers for machine learning, AI, and high data-load processing, Storage devices, Networking devices, including security devices. We also work with a wide range of customers & businesses, everything from gaming to health-care. Our Maidenhead office is attached to Iomart Group's flagship Data Centre, where the majority of our customers are hosted. No matter what your role is within RapidSwitch, you'll get to work in a collaborative-initiative atmosphere, & work closely with experts in this field.
What to do next:
Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com. We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
Customer Success Manager employer: iomart
At RapidSwitch, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Maidenhead office is not only home to a talented team but also provides unique opportunities for professional growth within the IT infrastructure sector, ensuring that every employee can thrive while contributing to our mission of delivering outstanding customer success. With competitive salaries and a commitment to continuous improvement, we empower our staff to build meaningful relationships with clients and partners alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services inside out. This way, you can tailor your answers to show how you can help them achieve their goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are speaking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don't forget to follow up after interviews! A quick thank-you email can leave a lasting impression. It shows you're genuinely interested and keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Customer Success Manager role. Highlight your experience in customer relationships, team leadership, and any relevant technical knowledge to show us you're the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about customer success and how you can contribute to our team. Share specific examples of how you've driven customer satisfaction and retention in previous roles.
Showcase Your Problem-Solving Skills:In your application, don’t shy away from discussing challenges you've faced in customer management. We want to see how you’ve turned issues into opportunities for growth and improvement.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you get the best chance to shine in front of our hiring team!
How to prepare for a job interview at iomart
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to demonstrate a solid understanding of RapidSwitch’s solutions and services. Familiarise yourself with their offerings, especially in server hardware and networking equipment, so you can confidently discuss how these can benefit customers.
✨Showcase Your Leadership Skills
This role involves leading a team, so be prepared to share examples of your leadership experience. Talk about how you've coached or developed team members in the past, and how you handle escalations or difficult situations to drive positive outcomes.
✨Build Rapport with Interviewers
Since building strong relationships is key in this role, practice engaging with your interviewers. Ask insightful questions about their experiences at RapidSwitch and express genuine interest in their work culture and customer success strategies.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer focus. Think of specific scenarios where you've successfully managed customer complaints or identified growth opportunities, and be ready to discuss the outcomes.
