Customer Success Manager-Manager/Deputy manager

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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We are seeking a Customer Success Manager to lead strategic customer success initiatives for global enterprise clients. This role focuses on customer retention, churn mitigation, and driving adoption of Vodafone’s advanced telecom solutions. You will manage relationships with multinational customers, handle critical escalations, and ensure exceptional service delivery across connectivity, SD-WAN, cybersecurity, IoT, SaaS, Cloud, and Unified Communications. The position requires strong commercial acumen, technical expertise, and the ability to influence senior stakeholders.

• Build and nurture long-term relationships with global enterprise customers across multiple regions.
• Act as the primary point of contact for senior customer stakeholders, representing Vodafone in strategic discussions.
• Develop and execute customer satisfaction strategies, including NPS improvement plans.
• Oversee contract management and ensure compliance with service-level agreements.
• Identify upsell and cross-sell opportunities to drive revenue growth.
• Analyse service performance data and implement continuous improvement initiatives.
• Lead service reviews, manage escalations, and ensure operational excellence across the service lifecycle.
• Collaborate with internal teams and vendors to deliver seamless customer experiences.
• Drive digitalisation strategies to improve efficiency and reduce manual processes.

• 6+ years of experience in international customer-facing roles within Customer Success Management.
• Strong telecom product knowledge (Fixed Line, Mobility, SD-WAN, IoT, Cloud, Unified Communications).
• ITIL 4 certified with expertise in service lifecycle management.
• Excellent communication and presentation skills; adept at influencing senior stakeholders.
• Technical understanding of LAN/WAN, MPLS, SD-WAN, and transmission fundamentals.
• Commercial acumen with experience in P&L management.
• Agile practitioner with proven conflict resolution and vendor management skills.
• Bachelor’s degree in Engineering; certifications such as CCNA/CCNP, AWS, Azure preferred.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Opportunity to work with global enterprise customers and cutting-edge telecom technologies.
• Exposure to strategic decision-making and digital transformation initiatives.
• Collaborative work environment with cross-functional global teams.
• Career growth through continuous learning and leadership opportunities.

• Advanced customer success strategies and global account management.
• Telecom technologies including SD-WAN, IoT, Cloud, and Unified Communications.
• Financial management skills including P&L analysis and revenue optimisation.
• Digitalisation and automation tools such as Power BI and SQL.
• Leadership and stakeholder management in a global context.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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