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Company Description

Job Description

This hybrid role offers a mix of home working, time in your local office, and visits to customer sites, with an expectation to balance your time across all three as needed.

As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as a Customer Success Manager

We're looking for an experienced Customer Success Manager with strong industry knowledge to deliver an exceptional in-life experience for our business customers-ensuring satisfaction, retention, and continuous improvement. Acting as the key point of contact, you'll manage high-value relationships, proactively resolve issues, and represent the voice of the customer internally. This role will be central to how we deliver service excellence to key accounts, including high-profile clients like Sky.

You'll receive a salary of up to £62,000, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Build and manage relationships with customers in the FTTP, broadband, and Ethernet space, supporting them to maximise value from our services
• Collaborate with cross-functional teams (Commercial, Product, Delivery, and Assurance) to drive high-quality service experiences
• Own and manage service escalations, ensuring we meet or exceed contractual obligations
• Lead customer workshops to capture insights, define service improvements, and align initiatives with commercial and operational KPIs
• Monitor customer health metrics, identifying opportunities to optimise delivery and ensure customer success
• Lead regular strategic and service reviews with customers, ensuring alignment with their evolving business needs

What you'll bring to the role

You'll have a strong background in customer success or service management within the telecoms sector, with the confidence and credibility to manage complex customer relationships from day one. You'll also bring:

• Experience working in the B2B or B2B2C broadband market
• Strong knowledge of FTTP and Ethernet product sets
• Detailed understanding of the UK broadband industry and market dynamics
• Exceptional communication and stakeholder management skills
• Experience using CRM systems such as Salesforce or ServiceNow
• ITIL Foundation certification (v3 or v4) to support structured service management

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we're a Disability Confident Employer. Working together with our Employee Networks, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

Qualifications

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!