Lifecycle & Customer Success Manager

EXCLUSIVE NETWORKS | Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSABILITIES | About the role

The Lifecycle & Customer Success Manager is a strategic leadership role responsible for developing and executing customer retention, renewal, adoption and growth strategies across a global technology portfolio. Working within a matrix organisation, the role combines customer lifecycle management, commercial performance, operational governance and team leadership to maximise customer value, retention and long-term business growth.

As the Lifecycle & Customer Success Manager, you will:

• Define and execute the global customer lifecycle and customer success strategy.
• Lead, coach and develop Customer Success Specialists and Renewals Specialists.
• Own customer retention, renewal and recurring revenue performance targets.
• Drive customer adoption, engagement and value realisation across the portfolio.
• Implement and embed customer success methodologies and best practices.
• Design and manage customer health frameworks, including health scoring, risk identification and intervention plans.
• Establish customer success governance, reporting and operational processes.
• Lead executive business reviews and develop strategic customer engagement programmes.
• Build and manage customer advocacy, reference and success programmes.
• Identify expansion opportunities and collaborate with sales teams to drive incremental growth.
• Own renewal forecasting, pipeline management and performance reporting.
• Evaluate, recommend and support the implementation of customer success technologies and tools.
• Drive continuous improvement initiatives to enhance customer experience, retention and operational effectiveness.

QUALIFICATIONS AND EXPERIENCE | ABOUT YOU

The ideal Lifecycle & Customer Success Manager:

• Bachelor's degree in Business, Sales, Marketing, Customer Success or a related discipline.
• Proven experience in Customer Success, Renewals, Customer Lifecycle Management or Account Growth functions.
• Strong knowledge of subscription, recurring revenue and customer retention business models.
• Experience leading and developing high-performing customer-facing teams.
• Demonstrated success in driving customer adoption, retention and expansion outcomes.
• Experience designing customer health frameworks, success plans and adoption programmes.
• Strong commercial, financial and analytical skills with experience managing performance metrics.
• Excellent stakeholder management and executive communication capabilities.
• Proven ability to operate effectively within a global matrix organisation.
• Strategic, customer-focused and results-oriented approach.
• Data-driven mindset with the ability to translate insights into actionable business decisions.

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

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If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.