Customer Success Advocate

Ciena; Shefford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading tech company in Shefford is seeking a Customer Success Advocate to drive customer satisfaction for top telecom clients. You will support onboarding, foster relationships, and ensure product adoption. The ideal candidate has 4–6 years in a customer-facing role, with a background in optical networking technology. Strong communication skills and the ability to manage accounts are essential.

Qualifications

• 4–6 years of experience in a customer-facing role, ideally in telecom or technology.
• Experience in Optical networking technology is required.
• Familiarity with telecom/networking concepts is a plus.

Responsibilities

• Collaborate with Sales for customer onboarding and align expectations.
• Develop customer success plans and engagement strategies.
• Build relationships across engineering and operations teams.
• Monitor service delivery and address challenges proactively.
• Drive product adoption using data insights and metrics.

Skills

Strong communication skills

Interpersonal skills

Analytical skills

Detail-oriented

Ability to manage multiple accounts

Education

Bachelor's degree in Engineering or related field

Job description

Overview

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.

Role

As a Customer Success Advocate (CSA) at Ciena, you will play a key role in ensuring our top telecom customers achieve ongoing value from our products and services. You will support onboarding, foster long-term customer relationships, drive service adoption, and champion customer satisfaction across the full service lifecycle.

How You Will Contribute

Reporting to the Customer Success Leader, the CSA will:

• Collaborate with Sales to ensure smooth customer onboarding and alignment on expectations.
• Develop and execute customer success plans and engagement strategies tailored to customer personas.
• Act as a trusted advisor, building deep relationships across engineering, operations, procurement, and leadership teams.
• Monitor service delivery and proactively address post-sales challenges to ensure customer satisfaction.
• Support renewals, upsell opportunities, and drive product adoption using data insights and customer usage metrics.

The Must Haves

• Bachelor’s degree in Engineering or related field preferred.
• Experience in Optical networking technology
• 4–6 years of experience in a customer-facing role, ideally in telecom or technology.
• Strong communication and interpersonal skills with the ability to simplify technical topics.
• Proactive, detail-oriented, and capable of managing multiple customer accounts.
• Familiarity with telecom/networking concepts is a plus.

Assets

• Experience in both pre-sales and post-sales customer roles.
• Strong analytical skills with the ability to translate data into actionable insights.
• Leadership qualities with a collaborative, customer-centric mindset.
• Proven success in managing complex accounts in a matrixed, global organization.
• Passion for innovation and driving customer advocacy and business growth.

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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.