Customer Success Manager

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about…

We’re looking for a Customer Success Manager to join our Three business team and play a pivotal role in providing exceptional post-sale service, relationship management, and support for our mid to large business accounts. Reporting to the Customer Success Team Manager, you'll be at the forefront of building strong, trust-based relationships with our larger customers, understanding their unique needs, and proactively delivering tailored solutions from our portfolio.

In this role, you’ll focus on maintaining a customer-centric approach that balances both commercial objectives and customer experience. You’ll work to ensure high retention rates while driving revenue growth through upsell and cross-sell opportunities. You'll also be responsible for addressing and resolving any issues, both technical and non-technical, working collaboratively with other teams to ensure seamless customer success.

Please note: This is a hybrid role working between your home (2-3 days a week) and our Glasgow City Centre (2-3 days a week).

What you’ll be doing…

• Serve as the primary point of contact for all commercial and non-commercial relationships with our customers, driving value growth, retention and loyalty across the Three Business base
• Spend time on-site with your customers – understanding their business and their needs
• Serve as a customer advocate by effectively collaborating with internal, cross-functional teams
• Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment
• Uncover opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process
• Be accountable for the financial performance of the contract
• Achieve individual monthly targets as set by Business across a range of commercial and experiential metrics
• Be responsible for monitoring ongoing customer health, customer satisfaction/NPS, acting on feedback to improve and drive satisfaction
• Prepare and deliver updates on performance to various levels of business and Three senior management.

What you'll ideally bring...

• Demonstrable experience in successfully managing complex customer relationships and activities, ideally business to business experience but not essential
• Proven track record of achieving/exceeding targets and proactively identifying ways to maximise customer growth and retention opportunities
• Ability to develop and maintain relationships independently up to C-suite level
• Excellent written and verbal communication skills including prior experience in delivering presentations to customers
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines and managing multiple stakeholder groups

What you'll receive in return…

• Salary range for this role starts at £37,920, and exact salary will differ by job and experience plus a quarterly bonus and car cash allowance
• Additional cash allowance to spend on additional benefits, topping up your pension, or to be added to your salary
• 28 days annual leave + 8 bank holidays + personal days
• Private Medical Insurance, Life Assurance, and Income Protection
• Mobile phone with unlimited package
• Wellbeing and learning & development benefits

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.