Customer Success Manager

We are seeking a Customer Success Manager (CSM) remotely in the UK to take full post‑sales ownership of customer accounts in the UK and across EMEA. In this role, you will focus on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions. You will work closely with Sales, Renewals, Product, and Operations teams to ensure customers realize the full value of our services while maintaining operational integrity and long‑term account health.

How You’ll Help Us Connect the World

The Customer Success Manager (CSM) is responsible for ensuring customers realize maximum value from our solutions throughout the entire lifecycle – from presales handover, through onboarding and adoption, to renewal and expansion. This role owns customer retention, renewal, and the growth of our install base, while connecting ITIL4 best practices with measurable customer business outcomes.

You will act as a trusted advisor, helping customers achieve their business goals, optimize their technology investment, and identify opportunities for upsell, cross‑sell, and attached services (support, professional services, managed services, and education). A key part of the role is to translate ITIL4 concepts—such as incident, problem, change, request, and service level management, as well as continual improvement—into practical workflows, governance models, and success plans that improve service quality, stability, and user experience.

The CSM ensures that our services and the customer’s operating model are aligned to an ITIL4‑based service value chain, driving higher adoption, reliability, and long‑term value realization.

Required Qualifications for Consideration

• Bachelor’s degree in computer science, information technology, engineering, or related field; or equivalent practical experience.
• Proven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environment.
• Strong presentation skills and proficiency with PowerPoint (PPT) and documentation tools.
• High data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendations.
• Good product and technical understanding, ideally in networking or infrastructure: fundamentals of AAA, DHCP, DNS, firewall, WIFI and related networking concepts.
• Working knowledge of ITIL certification.

Applicants must have the legal right to work in the UK and be able to undertake employment without the need for visa sponsorship. Unfortunately, we are unable to offer sponsorship for this role.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.