Customer Success Manager
Bekesbourne, near Canterbury | Office-based, minimum 4 days a week
Orbital Net is hiring a Customer Success Manager to own, keep and grow a book of around 500 UK small-business customers. This is an entry-level route into a commercial team, with strong opportunity to grow within the business.
About Orbital
Orbital Internet Group is an award-winning telecoms operator with more than 25 years in the market and fresh investment from its private equity partners. Its three brands, Orbital Net, Vfast Internet and Vfast Parks, supply connectivity to businesses, homes and holiday parks across the UK. Orbital builds its own network in-house (Wireless Fibre, full-fibre business parks, leased lines, managed Wi‑Fi) and also supplies business VoIP and mobile SIMs, so customers get one invoice and one support team.
Why the role exists
More than 1,000 smaller businesses sit in Orbital’s customer success base, and for the past year almost nobody has called them unless a contract was about to end. Many are happy and simply unaware of what else Orbital can do. You’ll be one of two Customer Success Managers, each owning around 500 of these accounts.
What you’ll do
- Hold 10 to 20 proper conversations a day with business owners and decision-makers: how is the service, who decides, when does the contract end, what is changing in their business.
- Find the growth. A customer that has outgrown its connection, opened new sites or is unhappy with its phone provider. You spot it, build the proposal and close it yourself.
- Save customers at risk by working with support on the cause and coming back with a fix.
- Act as the escalation point when a customer gets stuck to ensure our technical support teams resolve issues fast.
- Clean up account data in Dynamics as you go.
- Follow up marketing campaigns into your book by phone.
What we’re looking for
- Energy and curiosity. Orbital will teach you the products. We can’t teach drive or the instinct to ask the next question.
- Experience in a customer-facing role such as customer service, hospitality, retail, events or recruitment. Outbound calling experience (telesales, lead generation, recruitment, renewals) is a strong advantage.
- Comfortable spending most of the day on the phone, in an office alongside the sales team.
- Able to work from the Bekesbourne office at least 4 days a week. This is predominantly an office-based role.
- Evidence of going beyond the job description: something you improved, organised or fixed without being asked.
- A full driving licence is useful for occasional customer visits (pool car provided).
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