Customer Success Managers are responsible for owning the relationship with each customer and acting as the main link between the customer and Rackspace. They are expected to strengthen these relationships by building strong rapport, driving revenue retention, ensuring customer satisfaction, handling challenging situations, and working across teams to deliver an exceptional customer experience.

They support the business by developing and maintaining positive client relationships that can influence service and product revenue. Using a consultative approach, they guide customers through their lifecycle. They address customer inquiries, help resolve service-impacting issues, handle invoicing concerns, support revenue-related activities, and identify opportunities for additional business. They must follow all company security policies, procedures, and other relevant standards.

A UK Sovereign Customer Success Manager must live and work in the UK and collaborate closely with Rackspace’s UK-based IT teams to support customers using Rackspace’s UK Sovereign Products and Services.

Critical Competencies
• Focusing on Customers – understands customer needs, anticipates them, and delivers high-quality services that exceed expectations.
• Processing Details – keeps work on track to ensure timely project completion; handles tasks thoroughly and produces high‑quality results; follows rules and established processes to reduce risk.
• Adjusting to Change – takes a positive approach to work, embraces change, welcomes feedback, and responds constructively to criticism.

Key Responsibilities
• Build rapport with all customer contacts, including key decision makers.
• Apply sound judgment in selecting methods and techniques to solve problems.
• Work on moderately scoped assignments using standard procedures.
• Handle high‑volume transactional tasks and apply learning to new situations.
• Analyze information, ask clarifying questions, and ensure understanding using established processes.
• Use acquired skills to complete basic and routine tasks while continuing to develop expertise.
• Apply professional concepts and company policies to resolve various issues.
• Maintain and renew customer relationships with Rackspace.
• Manage support requests and coordinate internal and external teams to meet agreed timelines.
• Schedule customer maintenance and ensure required quality checks are completed.
• Manage small customer projects and oversee maintenance schedules to ensure timely delivery.
• Help coordinate and process component or server upgrades.
• Coordinate technical resources to resolve customer issues.
• Review service failures and create incident reports when necessary.
• Validate, negotiate, and process service credits.
• Build stable working relationships internally.
• Create and maintain Service Improvement Plans.
• Handle contract renewal negotiations and identify opportunities for revenue growth, including closing smaller deals.
• Ensure proper documentation exists for specific support needs, such as device or account instructions.
• Deliver Monthly Service Review reports.
• Own and drive escalation management to ensure positive customer outcomes.
• Act as a liaison between internal teams and the customer.
• Identify opportunities to add value.
• Work toward business unit KPIs.

Knowledge
• Solid understanding of ITIL and project management.
• Good understanding of relevant technologies and managed services.
• Basic understanding of financial terminology and business principles.
• Knowledge of industry best practices.
• Working knowledge of Microsoft Office.
• Understanding of Rackspace products and market differentiators.
• Awareness of key business drivers and ability to use this knowledge in daily work.

Skills
• Demonstrated ability to solve problems and own issues through to full resolution.
• Excellent written and verbal communication with strong attention to detail.
• Strong ability to build relationships with internal teams and external customers.
• Negotiation skills.
• Ability to create positive and memorable customer experiences.
• Strong organizational, time‑management, and prioritization abilities.
• Creative approach to situations and problem‑solving.
• Ability to explain technical information to non‑technical audiences.
• Adaptability in a fast‑changing environment.
• Ability to prioritize tasks across varying levels of urgency while meeting deadlines.