Senior Customer Success Manager - Strategic Accounts

Customer Relationship & Support Hayes, Greater London


The Customer Success Manager has ownership of the relationship between Rackspace and their dedicated portfolio of customers. As a Customer Success Manager you are expected to continually develop and strengthen the relationships held to create strategic partnerships through pro-active and personable interactions. Success in the role requires:

  • Commercial and business acumen.
  • A passion and strength for building robust relationships with a range of stakeholders.
  • The ability to identify opportunities to delight and wow customers.
  • Proven experience of Service Delivery best practices (including ITIL).
  • An innovative approach to problem solving.
  • Effective communication and negotiation skills at all levels, technical through to directors.
  • The ability to motivate and galvanise disparate teams to deliver against customer requirements.

Key Accountabilities

  • Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers, as well as strategic planning 6 months, 1 year and 2 years in advance.
  • Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and growth plans.
  • Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.
  • Develops service delivery procedures to ensure efficient and effective running of the service
  • Confidently liaises between departments to resolve status, production, delivery and billing inquiries.
  • Able to resolve issues in innovative and practical ways. 
  • Reviews and negotiates credit claims.
  • Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.  Uses skills as an experienced professional with a comprehensive understanding of industry best practices and company policies and procedures
Key Requirements
  • Comprehensive understanding and experience of industry best practices and how to apply them to company policies and procedures and customer requirements. The ability to communicate technical information and complex technical issues to a variety of stakeholders.
  • Excellent networking skills, with a proven ability to navigate organizations and build strong relationships with C level leaders.
  • Aptitude for resolving a variety of issues efficiently and effectively – with the authority to create solutions and the desire to take on responsibility.
  • Highest level of communication, organization, problem solving, and time management skills.
  • Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans.
  • Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT.
  • Experience with customer negotiations.
  • Experience managing large corporate accounts.
  • Excellent ability to prioritise a highly varied work load.
  • Strong Experience in the IT industry with a good understanding of Internet Technologies.
  • Demonstrates leadership skills and qualities.
  • Solid understanding of industry standard Project Management methodologies.
  • Experience managing projects from inception to completion
  • Due to 24x7x365 operation, must be willing to be available for out-of-hours work.


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.