Customer Success Manager – Strategic Accounts

Rackspace Technology

. Own the relationship between Rackspace and a dedicated portfolio of customers .

Posted 10/27/2026full-timeHayes • United KingdomMid-LevelSenior💰 £95,790 - £127,617 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong relationship-building and strategic leadership capabilities, with a focus on service delivery best practices and customer retention. Proven ability to communicate effectively across diverse stakeholders and manage large corporate accounts while implementing strategic plans.

Highest-signal resume keywords

Service Delivery Best PracticesITIL CertificationCustomer Relationship ManagementStrategic PlanningProject Management Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery ProceduresCustomer NegotiationsOperational Process AnalysisEscalation ProceduresStrategic Partnership Development

Soft Skills

Relationship-BuildingEffective CommunicationProblem-SolvingTime ManagementLeadership

Certifications & Qualifications

ITIL Certification

Industry Keywords

Commercial AcumenBusiness AcumenCustomer RetentionC-Level Relationship ManagementInternet Technologies

About the role

Key responsibilities & impact

Own the relationship between Rackspace and a dedicated portfolio of customers
Develop and strengthen customer relationships to create strategic partnerships
Provide strategic leadership and direction for pre- and post-sales services and customer support
Perform strategic planning 6 months, 1 year, and 2 years in advance
Manage customer retention, customer concerns, contact strategies, and growth plans
Analyze operational processes and escalation procedures to identify service-delivery improvements and added customer value
Develop service-delivery procedures for efficient and effective service operation
Liaise between departments to resolve status, production, delivery, and billing inquiries
Resolve issues in innovative and practical ways
Review and negotiate credit claims
Develop and manage responses to resolve customer service and delivery issues with speed and accuracy

Requirements

What you’ll need

Commercial and business acumen
Strong relationship-building skills with diverse stakeholders
Proven experience of Service Delivery best practices, including ITIL
Effective communication and negotiation skills at all levels, from technical stakeholders to directors
Ability to motivate and galvanise disparate teams
Comprehensive understanding of industry best practices, company policies and procedures, and customer requirements
Ability to communicate technical information and complex technical issues to varied stakeholders
Proven ability to navigate organizations and build relationships with C-level leaders
Strong problem-solving, organization, communication, and time-management skills
Proactive approach to creating strategic 6-month, 1-year, and 2-year plans
Advanced understanding of Rackspace’s market differentiators and ability to communicate customer value
Experience with customer negotiations
Experience managing large corporate accounts
Strong experience in the IT industry and understanding of Internet technologies
Leadership skills and qualities
Solid understanding of industry-standard project management methodologies
Experience managing projects from inception to completion

Benefits

Comp & perks

Annual bonus or incentives
Equity awards
Employee Stock Purchase Plan (ESPP)
Equal employment opportunity
Disability or special-needs accommodation