Senior Success Account Manager – UK Region

Calix; City Of London; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading telecommunications company is seeking a Senior Success Account Manager to drive customer success in the UK. You will lead account strategies, enhance product adoption, and ensure compliance with local regulations. The ideal candidate will have over 8 years of experience in customer advocacy within the telecommunications sector and a proven ability to manage complex transformations. This position is remote-based with occasional travel within the UK and to international events.

Qualifications

• 8+ years in customer advocacy and engagement experience, preferably in UK telecommunications.
• Proven ability to manage complex transformation initiatives.
• Experience in matrixed environments with cross-functional collaboration.

Responsibilities

• Act as the trusted contact for UK customers during onboarding and renewals.
• Develop comprehensive account plans to meet business objectives.
• Monitor customer trends and provide actionable recommendations.

Skills

Executive-level customer advocacy

Consultative expertise

Digital transformation knowledge

Strong technical acumen

Data-driven decision making

Job description

Calix empowers communications service providers across the UK to simplify operations, excite subscribers, and drive sustainable growth through cloud, software platforms, and managed services. The Senior Success Account Manager (SAM) is a strategic leader responsible for orchestrating account strategy, driving adoption of Calix platforms, and guiding UK customers through their transformation journey. The SAM acts as the executive advocate for each customer, accelerating solution expansion and ensuring long-term value realisation in a matrixed, cross‑functional environment, with a strong focus on local market needs and regulatory requirements.

Responsibilities and Duties

Serve as the trusted executive point of contact for UK customers, from sale through onboarding, transformation, and renewals, ensuring compliance with Ofcom and other UK regulatory standards.

Demonstrate executive presence and thought leadership in all customer and internal interactions, adapting communications to UK business culture and subscriber expectations.

Influence and guide customers on their business transformation journey, leveraging consultative expertise to align solutions and engagements with strategic objectives, including digital inclusion and rural broadband expansion.

Develop and execute comprehensive account plans addressing business objectives, including UK‑specific metrics and executive‑level reporting to ensure measurable success.

Capture and qualify sales leads for the sales team, proactively identifying opportunities for upsell and cross‑sell.

Drive renewals and expansion by anticipating customer needs and delivering innovative solutions that maximise value, with a focus on subscriber experience and retention in competitive UK markets.

Establish and nurture relationships with key customer stakeholders and executive sponsors to drive further product adoption and strategic alignment, including engagement with UK industry associations and local partners.

Present at field events and directly to customers, representing Calix as a thought leader and trusted advisor in the UK telecoms sector.

Monitor customer utilisation trends, provide actionable recommendations to Product Development, and conduct regular customer health assessments, leveraging UK market insights and benchmarking data.

Collaborate within a matrixed environment, working cross‑functionally with sales, consulting services, product, and other teams to ensure seamless onboarding and ongoing success for UK accounts.

Stay abreast of UK telecommunications trends, regulatory changes, and competitive landscape to inform account strategy and customer engagement.

Qualifications

8+ years of executive‑level customer advocacy and engagement experience in post‑sales support, professional services, project management, or account management, preferably within the UK telecommunications sector.

Proven ability to influence and guide customers through complex transformation initiatives, including digital transformation and cloud migration in the UK market.

Experience operating in a matrixed, enterprise environment, collaborating across functions and geographies, with a strong understanding of UK business practices.

Demonstrated success in capturing qualified sales leads and driving renewals in a fast‑paced, dynamic setting, with a track record of success in the UK region.

Executive presence with a track record of presenting and training at field events and to customer audiences, including UK industry conferences and workshops.

Strong technical acumen and ability to communicate complex concepts to executive stakeholders, with knowledge of UK communications infrastructure and regulatory environment.

Highly data‑driven, with a commitment to process excellence and continuous improvement, using UK‑specific KPIs and market analytics.

Experience in the UK telecommunications industry preferred.

A background in marketing is highly preferred, especially with experience in UK digital campaigns and subscriber engagement.

Calix Cloud experience (CEC, CCO, CSC) is preferred, but not mandatory.

Location and Travel

Remote‑based position, with preference for candidates residing within the UK territory.

Up to 40% travel required, primarily within the UK and occasionally to international Calix events or customer sites.

Languages

English primary, German or French preferred