Associate, Customer Success Advocacy

Ciena; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading connectivity solutions provider in Greater London is looking for an Associate Customer Success Advocate. In this role, you will build strong customer relationships and ensure they gain value from our services. Ideal candidates are early in their career, have an Engineering Degree, and possess strong communication skills. You will coordinate customer onboarding and support, enhance service adoption, and collaborate with Sales for renewals. This is a great opportunity to make a meaningful impact in the telecom industry.

Qualifications

• 1-3 years of experience in a customer-facing role, ideally in telecom or technology.
• Exposure to customer success, technical support, or project coordination.
• Familiarity with telecom/networking concepts is a plus.

Responsibilities

• Support the onboarding of new customers and ensure a smooth experience.
• Build trusted relationships with customer contacts across various functions.
• Monitor service delivery and ensure customer needs are met.
• Track service performance and identify opportunities for increased value.
• Assist Sales with renewals, upsell opportunities, and new service offerings.
• Coordinate across teams to resolve customer service challenges efficiently.
• Prepare reports on customer activity and maintain communication with stakeholders.

Skills

Strong interpersonal and communication skills

Proactive mindset

Organized and detail-oriented

Education

Engineering Degree

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

As an Associate, Customer Success Advocate (CSA) at Ciena, you will play a key role in building strong relationships with our customers, ensuring they realize value from our products and services. This is an exciting opportunity for a high-potential individual early in their career who is passionate about customer success, eager to learn, and ready to make an impact in the telecom industry.

You’ll work alongside seasoned professionals and cross-functional teams to deliver a world-class customer experience, help drive service adoption, and support the full service lifecycle from onboarding through ongoing support.

What You’ll Do

• Customer Onboarding & Engagement: Support the onboarding of new customers, aligning expectations and ensuring a smooth experience.
• Relationship Building: Build trusted relationships with customer contacts across engineering, operations, procurement, and more.
• Service Lifecycle Coordination: Work with internal teams to monitor service delivery, identify and prevent issues early, and ensure customer needs are met.
• Data-Driven Insights: Use tools and analytics to track service performance and customer usage, identifying opportunities for increased value.
• Support Sales & Renewals: Partner with Sales to support renewals, upsell opportunities, and new service offerings.
• Issue Escalation & Coordination: Be the go-to contact for customer service challenges, coordinating across teams to resolve issues efficiently.
• Reporting & Communication: Help prepare reports on customer activity, risks, and performance metrics; maintain regular communication with stakeholders.

Must Haves

• An Engineering Degree is a must
• 1–3 years of experience in a customer-facing role, ideally in the telecom or technology sector
• Exposure to or interest in customer success, technical support, project coordination, or related roles
• Strong interpersonal and communication skills – you’re a confident communicator who can build relationships and simplify technical topics
• A proactive mindset – you take ownership, follow up on issues, and seek opportunities to improve customer experience
• Organized, detail-oriented, and comfortable juggling multiple customer accounts
• Familiarity with telecom/networking concepts is a plus but not required – we’ll help you learn!

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.