Customer Success Manager

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