At a Glance
- Tasks: Drive customer success and retention while managing key accounts in a dynamic telecom environment.
- Company: Join Neos Networks, a leader in fibre infrastructure and connectivity solutions.
- Benefits: Enjoy competitive salary, performance bonuses, flexible working, and comprehensive wellbeing support.
- Other info: Collaborative culture with opportunities for professional development and career advancement.
- Why this job: Make a real impact on customer satisfaction and business growth in a thriving industry.
- Qualifications: Experience in Customer Success or Account Management within telecommunications is essential.
The predicted salary is between 40000 - 50000 € per year.
Neos Networks offers alternative working arrangements that give employees some flexibility, including office, home and hybrid working.
Location - Reading
Salary - Competitive, dependent on experience + performance‑related bonus + a comprehensive benefits package supporting your family, finances, and wellbeing
Working pattern: Full-time | Permanent | 37 hours per week – Hybrid working
At Neos Networks, we’re building the future of connectivity across the UK. As a leading provider of fibre infrastructure and managed network solutions, we partner with some of the country’s most critical organisations.
We’re now looking for a Customer Success Manager to play a pivotal role in ensuring our customers maximise the value of their connectivity and managed service solutions throughout the entire contract lifecycle.
The Role
Operating at the heart of the business, you’ll sit at the intersection of Sales, Service Delivery, Operations, and Commercial teams, owning the post-sale customer relationship.
You’ll focus on:
- Driving customer retention and growth
- Ensuring service adoption and contract optimisation
- Delivering exceptional customer outcomes for complex, high-value accounts
This role is ideal for someone experienced in managing enterprise or wholesale telecoms customers, particularly those with high-volume or mission-critical network environments.
Key Responsibilities
Customer Relationship & Value Realisation
- Act as the primary post-sale contact for a portfolio of strategic, wholesale, and mid-market customers
- Build a deep understanding of customer business goals, technical environments, and success criteria
- Develop and execute Customer Success Plans to deliver measurable value
- Build trusted relationships with both commercial and technical stakeholders
Retention, Growth & Commercial Ownership
- Proactively manage contract health to maximise renewals and retention
- Identify upsell and cross-sell opportunities alongside Sales teams
- Support contract reviews, service upgrades, and expansions
- Ensure customers consume services in line with agreed SLAs and commercial terms
Internal Collaboration & Continuous Improvement
- Partner closely with Commercial, Billing, Contract Management, and Operations
- Provide structured feedback to improve products and services
- Help shape and enhance Customer Success frameworks and processes
What You’ll Bring
Essential
- Proven experience in Customer Success, Service Management, or Account Management within telecommunications or managed services
- Strong understanding of connectivity solutions (Ethernet, WAN, fibre, IP, optical)
- Strong commercial awareness with experience supporting renewals and growth initiatives
- Excellent stakeholder management and communication skills
Desirable
- Experience with wholesale, enterprise, public sector, or CNI customers
- Knowledge of SLAs, KPIs, and service governance frameworks
- Understanding of UK telecoms regulatory environment
- Experience working in matrixed organisations
Who You Are
- Customer-focused, with a strong sense of ownership
- Proactive and organised, able to manage competing priorities
- Commercially minded, with a focus on long-term value
- Collaborative, able to influence across teams
Why Join Neos Networks?
We offer a competitive package and a supportive environment designed to help you thrive:
- Performance-related bonus
- Flexible hybrid working
- Benefits that support your family, finances, and wellbeing
- Opportunity to work on business-critical infrastructure projects
Next Steps
Apply online today and we’ll be in touch following the closing date with an update on your application.
For further support, contact: careers@neosnetworks.com
Customer Success Manager employer: Neos Networks
At Neos Networks, we pride ourselves on being an exceptional employer, offering a flexible hybrid working environment that empowers our employees to balance their professional and personal lives. With a competitive salary, performance-related bonuses, and a comprehensive benefits package focused on family, finances, and wellbeing, we foster a supportive culture that encourages growth and collaboration. Join us in Reading to play a vital role in shaping the future of connectivity while working on impactful projects that matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Neos Networks on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Building connections can give you insider info and make your application stand out.
✨Tip Number 2
Prepare for the interview by researching Neos Networks thoroughly. Understand their services, values, and recent projects. This will help you tailor your answers and show that you're genuinely interested in contributing to their mission of enhancing connectivity across the UK.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples from your past experiences that demonstrate your customer success expertise. Highlight how you've driven retention, managed relationships, and achieved exceptional outcomes for clients in similar roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing enterprise telecoms customers and how you've driven customer retention and growth in previous roles.
Showcase Your Skills:Don’t forget to emphasise your understanding of connectivity solutions and your commercial awareness. We want to see how you can bring value to our customers and help them maximise their service adoption.
Be Personable:When writing your application, let your personality shine through! We’re looking for someone who is customer-focused and collaborative, so share examples that demonstrate your stakeholder management skills and ability to build trusted relationships.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Neos Networks
✨Know Your Customer Success Fundamentals
Before the interview, brush up on your understanding of customer success principles, especially in the telecoms sector. Be ready to discuss how you’ve driven customer retention and growth in previous roles, as this will show your potential employer that you can deliver exceptional outcomes for their clients.
✨Research Neos Networks
Take some time to learn about Neos Networks and their services. Understand their fibre infrastructure and managed network solutions, and think about how your experience aligns with their offerings. This knowledge will help you tailor your answers and demonstrate your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific customer situations or challenges. Prepare examples from your past experiences where you successfully managed complex accounts or resolved issues, highlighting your stakeholder management and communication skills.
✨Showcase Your Collaborative Spirit
Since the role involves working closely with various teams, be prepared to discuss how you’ve collaborated with sales, service delivery, and operations in the past. Share examples that illustrate your ability to influence and work effectively across different departments to achieve common goals.
