Customer Success Manager

What you'll be doing:

The Customer Success Manager plays a key role in ensuring customers achieve maximum value from RapidSwitch's solutions and services, driving customer satisfaction, retention, and long-term growth.

Leading a small, high performing team, you will build strong, lasting relationships with customers and partners-positioning RapidSwitch as a trusted partner rather than just a supplier. Acting as a central point of contact for key accounts, you'll ensure a seamless customer journey, aligning client needs with our products and services while proactively supporting their business objectives.

This is a hands on leadership role where you'll guide the Customer Success team in managing customer relationships, identifying growth opportunities, resolving issues, and delivering an exceptional overall experience. You'll also play a key role in gathering customer feedback and sharing insights across the wider business to continuously improve our offering.

Responsibilities

• Lead, coach and develop a team of Customer Success professionals (based in Maidenhead), ensuring high standards across all day to day activities and handling escalations where required
• Build and maintain strong relationships with customers and resellers, with a focus on retention, growth, and long term partnership
• Work closely with the Sales team to support upgrades and identify new opportunities, while ensuring smooth handovers for wider sales activity
• Take ownership of customer issues and escalations, including complaints, cancellations, and problem management, driving positive outcomes and retention
• Oversee billing and account related queries, working closely with Finance to ensure accuracy and efficiency (within an automated billing environment)
• Capture and share customer insights and feedback to support continuous improvement across products, services, and delivery
• Document processes and provide regular reporting on team performance and customer trends

We want to hear from you if you: Product & Technical Knowledge

• Experience within the dedicated server, hosting, or wider IT infrastructure industry
• A solid understanding of server hardware, networking equipment, and rack based solutions (e.g. SANs)
• Good working knowledge of networking fundamentals

Commercial & Sales Experience

• Experience selling products or services to both new and existing customers
• Understanding of sales processes and the ability to identify growth opportunities
• Familiarity with CRM and sales tools

Operational Excellence

• Strong customer focus, with experience handling queries, complaints, and escalations
• Confidence using CRM systems and operational tooling
• Ability to plan, prioritise, and deliver projects effectively
• Experience producing and analysing reports on sales performance, retention, and customer satisfaction
• A continuous improvement mindset, with the ability to identify inefficiencies and optimise processes (knowledge of Lean principles is a plus)
• Awareness of risk, with the ability to assess issues and implement mitigation strategies

Leadership & Interpersonal Skills

• Experience managing or mentoring a team, including setting objectives and handling day to day people management tasks
• Excellent communication skills, with the ability to collaborate across teams and clearly present information both verbally and in writing
• Highly adaptable, with the ability to manage changing priorities and respond to urgent customer needs

What's in it for me?

£37,000-£50,000 DOE + Benefits

Who you'll be doing it for:

RapidSwitch is a leading Bare Metal service provider in the UK. RapidSwitch was founded in 1999 and have been a part of the Iomart Group since 2009.

We have a highly experienced team, all based in our Maidenhead office, who support over 1000 customers, across over 7500 devices. Our teams get to work with a range of devices & technologies, including (but not limited to):

• Dell Servers - using both Intel & AMD chipsets.
• HPE servers - using both Intel & AMD chipsets
• GPU servers - used by our customers for machine learning, AI, and high data load processing
• Storage devices
• Networking devices, including security devices.

We also work with a wide range of customers & businesses, everything from gaming to health care.

Our Maidenhead office is attached to Iomart Group's flagship Data Centre, where the majority of our customers are hosted.

No matter what your role is within RapidSwitch, you'll get to work in a collaborative initiative atmosphere, & work closely with experts in this field.

We're an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.