Our client is seeking a Customer Success Manager (CSM) to ensure their customers achieve their desired outcomes while using their solutions.

In ICT, telecoms, SaaS, and managed services environments, this strategic role is critical for customer retention, account growth,
satisfaction, and long-term relationship management.

This role sits at the intersection of technical networking expertise and customer relationship management, ensuring clients receive maximum value from their connectivity, networking, and managed service solutions.

The successful candidate will work closely with customers, technical teams, and internal stakeholders to ensure service excellence, drive customer satisfaction, and identify opportunities for service optimisation and growth.

This is a strategic role responsible for customer retention, service success, and long-term account development.

Ideal Candidate Profile

The ideal candidate is a technical networking professional who enjoys working with clients and building long-term partnerships.

You should be comfortable operating in a customer-facing environment while engaging with engineers, support teams, and business stakeholders.

This role is ideal for someone who wants to move beyond purely technical support and into strategic client success and relationship management.

Non-Negotiable Requirements

Applicants must meet all of the following requirements:

• Minimum 5 years hands-on experience in Networking
• Strong experience in Routing and Switching
• Solid understanding of network infrastructure and enterprise connectivity environments

Candidates who do not meet these requirements will unfortunately not be considered.

Key Responsibilities Customer Relationship Management

• Act as the primary relationship owner for assigned client accounts

• Develop strong long-term partnerships with customers

• Conduct regular customer engagement meetings

• Facilitate Quarterly Business Reviews (QBRs)

Customer Success and Service Delivery

• Ensure customers successfully adopt and utilise services

• Monitor customer environments and service performance

• Coordinate internal teams to resolve technical or service issues

• Ensure customers achieve measurable business value from solutions

Technical Customer Engagement

• Provide strategic guidance on networking and infrastructure solutions

• Assist clients with best practices around network design and optimisation

• Interpret technical environments and translate them into business value

Service Performance and Escalation

• Act as the escalation point for service-related issues

• Work with support and engineering teams to resolve incidents

• Ensure service levels and contractual obligations are maintained

Account Growth and Opportunity Identification

• Identify opportunities for service improvement or expansion

• Collaborate with sales teams on solution enhancements

• Introduce new services that align with client needs

Required Technical Experience

Candidates must demonstrate strong knowledge in:

• Enterprise networking environments

• Routing protocols and switching technologies

• Network infrastructure design

• LAN / WAN environments

• ISP and connectivity environments

• Network troubleshooting

• Managed service environments

Experience working with:

• Enterprise networking equipment

• Internet service provider environments

• Managed network services

• Connectivity solutions (Fibre, Wireless, LTE) will be advantageous.

Key Skills and Competencies

• Strong client relationship management skills
• Excellent technical communication ability
• Ability to translate technical concepts into business value
• Strong problem-solving and analytical ability
• Professional stakeholder management
• Excellent organisational and coordination skills