Customer Success Manager

Customer Relationship & Support Hayes, Greater London


Customer Success Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure.  They ensure that their customers technical, administration and specialist support needs are met. 

CSM's maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.

Key Accountabilities

  • Building strong partnership relationships with customers
  • Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
  • Schedule customer maintenances and ensure appropriate quality checks have been completed
  • Manage customer projects and oversee maintenance schedules for on time delivery
  • Review service failures and produce incident reports when required
  • Validate, negotiate and process service credits
  • Produce and maintain service improvement plans
  • Manage contract renewal negotiations
  • Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
  • Organize and chair customer meetings
  • Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
  • Produce ad-hoc reports when required i.e. MAR,SIR
  • Responsible for adhering to company security policies and procedure as directed.
  • Identify and assist with coaching and development for team members

Key Requirements 

  • Tenacious problem solver, will own issues until full resolution
  • Excellent communication skills, both written and verbal with great attention to detail
  • Strong rapport and relationship building skills with both internal departments and external customers
  • Strong negotiation skills
  • A good level of business awareness and commercial acumen with solid understanding of financial terminology
  • Ability to create wow / delighter moments with customers
  • Strong organizational, time management and prioritization skills
  • Able to take a creative approach to situations and problem solving
  • Relevant project management, customer service, account management or sales experience
  • Technical certifications ITIL foundation certification/Prince 2 desirable but not essential


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.