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Sr. Customer Success Manager

GTT

Role overview

Qualifications

  • 5 to 7 years of experience in customer success, account management or service leadership within B2B technology or telecommunications
  • Experience managing enterprise or strategic customer portfolios with strong retention and growth outcomes
  • Understanding of networking or connectivity solutions such as SD WAN, SASE or managed services
  • Strong knowledge of customer lifecycle management, health metrics and success planning

Responsibilities

  • Manage a portfolio of strategic enterprise customers, driving onboarding, adoption and retention outcomes
  • Drive value realization across GTT solutions including SD WAN, SASE and global connectivity services
  • Identify and support expansion opportunities in partnership with Sales teams
  • Collaborate with Sales, Service Delivery, Product and Engineering to ensure aligned customer outcomes

Key facts

Hard skills

Customer Success Management Account Management Network Utilities Customer Lifecycle Management Portfolio Management Commercial Management

Other skills

  • Communication
  • Analytical Skills
  • Organizational Skills

About the company

GTT logo

GTT

Telecommunications

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net.

Company details

Company typeLarge
IndustryTelecommunications
Company size1001 - 5000

Links

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Job description

Drive Strategic Customer Outcomes and Long Term Value 

GTT is hiring a Senior Customer Success Manager to lead high value customer relationships and deliver measurable outcomes across enterprise accounts. You will drive adoption, retention and expansion across GTT’s cloud networking and secure connectivity portfolio including SD WAN, SASE and managed network services. 

 

This role is ideal for someone who thrives in complex customer environments, enjoys executive engagement and focuses on delivering long term value. 

 

About the role 

You will manage a portfolio of strategic or high value customers, owning lifecycle delivery from onboarding through adoption, renewal and growth. 

 

Key responsibilities: 

  • Manage a portfolio of strategic enterprise customers, driving onboarding, adoption and retention outcomes 

  • Drive value realization across GTT solutions including SD WAN, SASE and global connectivity services 

  • Identify and support expansion opportunities in partnership with Sales teams 

  • Develop and deliver customer success plans aligned to customer goals and lifecycle stages 

  • Monitor customer health, identify risks and lead proactive mitigation strategies 

  • Conduct executive level customer engagements including business reviews and roadmap discussions 

  • Collaborate with Sales, Service Delivery, Product and Engineering to ensure aligned customer outcomes 

  • Analyse customer data and insights to identify growth opportunities, risks and performance improvements 

 

This role suits someone who enjoys learning, adapting quickly and developing new skills as priorities evolve. 

 

What we’re looking for 

Essential: 

  • 5 to 7 years of experience in customer success, account management or service leadership within B2B technology or telecommunications 

  • Experience managing enterprise or strategic customer portfolios with strong retention and growth outcomes 

  • Understanding of networking or connectivity solutions such as SD WAN, SASE or managed services 

  • Strong knowledge of customer lifecycle management, health metrics and success planning 

  • Ability to engage and influence senior stakeholders 

  • Strong communication, analytical and organisational skills 

  • Experience using CRM platforms and customer success tools 

 

Nice to have: 

  • Experience working with multinational customers 

  • Exposure to complex or multi site networking and connectivity environments 

  • Experience supporting expansion or commercial growth alongside Sales teams 

 

Why GTT 

You will collaborate with colleagues across Customer Success, Sales, Service Delivery and Product teams to deliver shared outcomes. Success comes from strong communication, partnership and accountability. You will be encouraged to take ownership of your development and continuously improve how you work. At GTT, your impact will be visible through customer success, retention and growth across your portfolio. 

 

Our Commitments:  

  • Adaptive Mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it.  
  • Collective Impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.  
  • Customer Ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.  

  

EEO Statement 

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.  

 

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
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