Contact Centre Customer Success Manager

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What you can expect

We are seeking a strategic Contact Centre Customer Success Manager to support and scale a global partner success model. This UK-based role, focuses on CCaaS and UCaas solutions. And will combine Contact Centre CSM expertise, and partner enablement experience. This role is ideal for someone who enjoys building scalable programs and developing effective partner success frameworks. You will work closely with strategic partners to drive customer adoption, retention, expansion, and long-term value across partner-managed accounts. As a trusted advisor to partners and internal teams, you will support Contact Center transformation initiatives, improve customer outcomes, and contribute to business growth.

About the Team

Our team is focused on delivering world-class customer and partner experiences through collaboration, innovation, and scalable success strategies. We work cross-functionally across Sales, Renewals, Product, Marketing, and Customer Success to support strategic partners and customers throughout their lifecycle journey. We are passionate about helping organisations modernise their customer experience operations. While ensuring partners are fully equipped with the tools, frameworks, and insights needed to succeed in a fastpaced global environment.

Responsibilities

• Building and scaling global partner success programs and engagement strategies for CCaaS and UCaaS solutions

• Designing and implementing onboarding models, playbooks, lifecycle frameworks, and customer success best practices

• Driving customer adoption, retention, utilisation, expansion, and overall customer success outcomes

• Guiding partners through Contact Center transformation and customer experience improvement initiatives

• Translating technical capabilities into clear business value for technical and executive stakeholders

• Enabling and coaching partner Customer Success teams through training, tools, telemetry, and customer health insights

• Supporting renewal, expansion, and customer engagement strategies across partner-managed accounts

• Collaborating cross-functionally with Sales, Product, Marketing, Renewals, and Customer Success teams while advocating for partner and customer needs internally
   

What we’re looking for

• 7+ years’ experience in Customer Success, Partner Success, or related customer-facing SaaS roles
• Build and scale Customer Success or Partner Success programs within SaaS, CCaaS, or UCaaS environments
• Manage and grow relationships across channel partners, resellers, MSPs, and global partner ecosystems
• Drive customer outcomes through adoption, retention, utilization, CSAT, and lifecycle management strategies
• Influence commercial growth through renewals, upsell opportunities, and customer expansion initiatives
• Operate across both direct customer success and indirect partner-led delivery models

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