Manager - Customer Success

Job Title

• V4One

  is a full-service B2B technology provider offering Unified Communications, Cybersecurity, Managed IT, and Cloud Services to 1000+ SMEs across Britain.

• V4 Consumer

  is a licensed ISP delivering broadband, smart home tools, and connectivity solutions to 8000+ residential clients, growing by 500+ new customers monthly.

We are recognized finalists at prestigious awards like the British Business Awards, ISPA, CRN Channel Awards, and the Great British Entrepreneur Awards.

• Role Description:

  
  As a Customer Success Manager, you will lead strategic efforts to retain existing customers, renew contracts, and win back former clients.

This role demands a proactive mindset, strong commercial acumen, and a deep understanding of customer lifecycle management in the telecom sector.
You will work closely with the board and cross-functional teams to design and execute retention strategies that align with business goals. Your success will be measured by customer longevity, renewal rates, and win-back conversions.

Responsibilities:

• Customer Retention Strategy

  : Develop and implement retention campaigns to reduce churn and enhance customer loyalty.

• Contract Renewals:

  Manage end-of-term contract negotiations, ensuring timely renewals and upselling opportunities.

• Win-Back Initiatives:

  Identify and re-engage former customers through targeted outreach and customized offers.

• Customer Insights & Feedback:

  Analyze churn data, conduct exit interviews, and use insights to improve retention tactics.

• Cross-Functional Collaboration:

  Work with Sales, Customer Service, and Marketing to ensure seamless customer experience.

• Performance Monitoring:

  Track KPIs such as churn rate, renewal rate, and win-back success; report to senior leadership.

• CRM Management:

  Maintain accurate records of customer interactions, renewal status, and campaign outcomes.

Must Have Skills:

• Proven experience in customer retention, renewals, or account management (preferably in telecom)
• Proven experience in a Leadership role.
• Strong negotiation and communication skills.
• Data-driven mindset with experience in churn analysis and customer segmentation.
• Ability to lead and motivate a small team or work independently.
• Familiarity with CRM platforms (e.g., Salesforce, Zoho, Freshdesk).
• Strategic thinking with a 'Business First' approach to decision-making.

Good to Have Skills:

• Experience with loyalty programs or customer lifecycle marketing.
• Understanding of telecom billing and contract structures.
• Exposure to win-back campaigns and reactivation strategies.
• Knowledge of GDPR and customer data handling.
• Emotional intelligence and customer empathy.

Benefits:

• Competitive salary, performance-based bonuses
• Health insurance for self and dependents
• Professional development and certifications
• Inclusive and collaborative work culture
• Cafe facilities and free drop services

How to Apply:

We are an equal opportunity employer and welcome candidates from all backgrounds.