In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. We are seeking a Customer Success Manager (CSM) remotely in UK, to take full post‑sales ownership of customer accounts in the UK and across EMEA. In this role, you will focus on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions. You will work closely with Sales, Renewals, Product, and Operations teams to ensure customers realize the full value of our services while maintaining operational integrity and long-term account health. How You'll Help Us Connect the World: The Customer Success Manager (CSM) is responsible for ensuring customers realize maximum value from our solutions throughout the entire lifecycle – from presales handover, through onboarding and adoption, to renewal and expansion. This role owns customer retention, renewal, and the growth of our install base, while connecting ITIL4 best practices with measurable customer business outcomes. You will act as a trusted advisor, helping customers achieve their business goals, optimize their technology investment, and identify opportunities for upsell, cross-sell, and attached services (support, professional services, managed services, and education). Akey part of the role is to translate ITIL4 concepts-such as incident, problem, change, request, and service level management, as well as continual improvement-into practical workflows, governance models, and success plans that improve service quality, stability, and user experience. The CSM ensures that our services and the customer’s operating model are aligned to an ITIL4-based service value chain, driving higher adoption, reliability, and long-term value realization. Required Qualifications for Consideration: - Bachelor’s degree in computer science, information technology, Engineering, or related field; or equivalent practical experience. - Proven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environment. - Strong presentation skills and proficiency with PowerPoint (PPT) and documentation tools. - High data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendations. - Good product and technical understanding, ideally in networking or infrastructure: - Fundamental of AAA, DHCP, DNS, Firewall (FW), WIFI and related networking concepts. - Working knowledge of ITIL certification. Why Join Us? Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value. RUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. Our solutions combine AI-powered automation, proactive network assurance, and context-aware security, providing exceptional performance with simplified management. If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks. Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. #LI-AP1

• Responsible for structuring and growing the Customer Success department • Ensure an optimal customer experience • Improve retention and maximize long‑term customer value • Act as a key liaison between Sales, Product and Operations teams • Define and drive the Customer Success strategy in line with company objectives • Build, structure and scale the CSM team • Define and track key KPIs: retention, churn, NPS, expansion revenue • Oversee customer onboarding, product adoption and engagement • Ensure a seamless, high‑quality customer experience across the entire journey • Identify upsell and cross‑sell opportunities • Implement tools, processes and automations (CRM, reporting, workflows) • Continuously improve the customer journey • Feed customer feedback back to Product teams to improve offerings • Work closely with Sales to ensure a smooth handover/transition

Role Description En tant que Lead Customer Success, vous serez responsable de la structuration et du développement du département Customer Success. Votre objectif principal sera de garantir une expérience client optimale, d’améliorer la rétention et de maximiser la valeur client sur le long terme. Vous jouerez un rôle clé entre les équipes Sales, Produit et Opérations, en mettant le client au centre de la stratégie de l’entreprise. Vos responsabilités - Leadership & Stratégie - Définir et piloter la stratégie Customer Success en lien avec les objectifs de l’entreprise - Construire, structurer et faire évoluer l’équipe CSM - Définir et suivre les KPIs clés : rétention, churn, NPS, expansion revenue - Gestion du cycle client - Superviser l’onboarding, l’adoption et l’engagement des clients - Garantir une expérience client fluide et qualitative sur l’ensemble du parcours - Identifier les opportunités d’upsell et de cross-sell - Optimisation & Process - Mettre en place des outils, process et automatisations (CRM, reporting, workflows) - Améliorer en continu le parcours client - Remonter les feedbacks clients aux équipes Produit pour améliorer les offres - Collaboration interne - Travailler en étroite collaboration avec les équipes Sales pour assurer une transition fluide des clients - Collaborer avec les équipes Produit et Marketing pour améliorer la valeur client - Être la voix du client en interne Qualifications - Minimum 3 ans d’expérience en Customer Success, Account Management ou Customer Experience - Français (courant/natif) – exigé - Expérience confirmée en management d’équipe - Forte capacité à piloter la rétention, réduire le churn et développer l’expansion revenue - Esprit analytique et data-driven - Excellentes compétences en communication et gestion des parties prenantes - Profil structuré, capable de construire des process from scratch Requirements - Un plus : Expérience dans les énergies renouvelables, la green tech ou la sustainability - Expérience dans des environnements en forte croissance

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