Sr. Customer Success Manager

About the role

Drive strategic customer outcomes and long term value at GTT. The Senior Customer Success Manager leads high value customer relationships and delivers measurable outcomes across enterprise accounts, focusing on cloud networking and secure connectivity portfolio including SD WAN, SASE and managed network services.

Responsibilities

• Manage a portfolio of strategic enterprise customers, driving onboarding, adoption and retention outcomes
• Identify and support expansion opportunities in partnership with Sales teams
• Develop and deliver customer success plans aligned to customer goals and lifecycle stages
• Monitor customer health, identify risks and lead proactive mitigation strategies
• Conduct executive level customer engagements including business reviews and roadmap discussions
• Collaborate with Sales, Service Delivery, Product and Engineering to ensure aligned customer outcomes
• Analyse customer data and insights to identify growth opportunities, risks and performance improvements

Requirements

• 5 to 7 years of experience in customer success, account management or service leadership within B2B technology or telecommunications
• Experience managing enterprise or strategic customer portfolios with strong retention and growth outcomes
• Understanding of networking or connectivity solutions such as SD WAN, SASE or managed services
• Strong knowledge of customer lifecycle management, health metrics and success planning
• Strong communication, analytical and organizational skills
• Experience using CRM platforms and customer success tools

Qualifications

• Nice to have: Experience working with multinational customers, exposure to complex or multi-site networking and connectivity environments, experience supporting expansion or commercial growth alongside Sales teams