Customer Success Manager

Steatite Limited; Redditch; On-site; GBP 42,000 - 64,000; Full time

Job summary

Steatite Communications seeks a Customer Success Manager to join our team, supporting customers in complex, mission-critical environments and acting as the primary post-sales contact to maximise value of our communications solutions.

You will collaborate with Business Development, Engineering, Projects and Field Services to ensure successful delivery, effective technical support and identify future customer opportunities, while building long-term relationships.

Qualifications

• Experience in technical customer success, account management or a similar customer-facing role within an engineering, communications or technology environment.
• Good technical understanding of communications and networking solutions.
• Strong customer relationship management and stakeholder engagement skills.
• Experience coordinating technical teams and resolving customer challenges.
• Commercial awareness with the ability to identify customer requirements and potential opportunities.
• Excellent communication, presentation, organisational and problem-solving skills.
• Ability to collaborate effectively across multiple business functions.

Responsibilities

• Manage and develop relationships with key customers, acting as their primary post-sales contact.
• Lead customer reviews, understand operational requirements and proactively address challenges.
• Support mission planning, capability development and future technology requirements.
• Coordinate technical support, issue resolution and customer acceptance activities.
• Support customer training, product demonstrations and operational engagement.
• Work collaboratively with internal teams to ensure a seamless transition from sales through to delivery and ongoing support.
• Gather customer feedback and identify opportunities for solution improvements and future development.
• Contribute to business development activities, including requirements capture, solution definition and bid preparation.
• Monitor customer commitments and coordinate activities to maintain high levels of customer satisfaction.

Skills

Customer success

Account management

Technical understanding

Stakeholder engagement

Operations coordination

Communication skills

Job description

We are seeking a Customer Success Manager to join Steatite Communications, supporting customers operating in complex, mission-critical environments. This is a customer-facing role combining relationship management, technical understanding and commercial awareness. You will act as the primary post-sales contact for key customers, ensuring they maximise the value of our communications solutions while supporting operational requirements, capability development and long-term customer relationships.

Working closely with Business Development, Engineering, Projects and Field Services, you will help ensure successful solution delivery, effective technical support and the identification of future customer opportunities.

Key Responsibilities

• Manage and develop relationships with key customers, acting as their primary post-sales contact.
• Lead customer reviews, understand operational requirements and proactively address challenges.
• Support mission planning, capability development and future technology requirements.
• Coordinate technical support, issue resolution and customer acceptance activities.
• Support customer training, product demonstrations and operational engagement.
• Work collaboratively with internal teams to ensure a seamless transition from sales through to delivery and ongoing support.
• Gather customer feedback and identify opportunities for solution improvements and future development.
• Contribute to business development activities, including requirements capture, solution definition and bid preparation.
• Monitor customer commitments and coordinate activities to maintain high levels of customer satisfaction.

About You

Essential Skills and Experience

• Experience in technical customer success, account management or a similar customer-facing role within an engineering, communications or technology environment.
• Good technical understanding of communications and networking solutions.
• Strong customer relationship management and stakeholder engagement skills.
• Experience coordinating technical teams and resolving customer challenges.
• Commercial awareness with the ability to identify customer requirements and potential opportunities.
• Excellent communication, presentation, organisational and problem-solving skills.
• Ability to collaborate effectively across multiple business functions.

Desirable Skills and Experience

• Experience working with MOD, defence, government or mission-critical customers.
• Knowledge of military communications systems and MANET technologies, ideally Wave Relay.
• Understanding of operational planning and capability development.
• Experience supporting technical bids, proposals and requirements capture.
• Awareness of project management methodologies such as PRINCE2 or Agile.
• Relevant technical qualification or equivalent industry experience.

Security Clearance

Due to the nature of the role and the customers we support, applicants must be eligible to obtain UK Security Check (SC) clearance.

About Steatite

Steatite is part of Solid State Group, delivering specialist technology and advanced engineering solutions to customers operating in demanding and highly regulated environments. Joining our Communications business offers the opportunity to work with innovative technologies, experienced technical specialists and customers whose operations depend on reliable, high-performance communications.