Network Operations & Customer Success Manager
We are seeking a highly motivated Network Operations & Customer Success Manager to lead the performance, reliability, and client experience of our Managed Services operations. This role bridges technical operations and customer success, ensuring that our infrastructure performs at the highest level while delivering exceptional value to our enterprise customers.
You will oversee day-to-day network operations, manage service delivery teams, and serve as a trusted technical partner to our clients. The ideal candidate combines strong telecommunications or IT infrastructure expertise with a proactive, customer-focused mindset and proven leadership experience.
To be successful in this role you should have prior business-to-business customer support experience, have a tenacious customer-focused attitude, and have a strong knowledge base in order to manage and grow our Managed Services portion of our business. In this role you will report to our VP of Operations in our Farmington Hills, MI headquarters office. This position is eligible for a hybrid work schedule with regular weekly travel to the headquarters office, as outlined in our Hybrid/Remote Work Policy.
What You'll Do (responsibilities)
Network Operations & Infrastructure Management
- Manage day-to-day network operations and infrastructure performance across managed services environments (RAN, Core, Backhaul).
- Monitor network health using network monitoring tools, RMM platforms, and service desk systems.
- Lead incident management and escalation processes to resolve outages or service-impacting events.
- Ensure Service Level Agreements (SLAs) and operational performance metrics are consistently met or exceeded.
- Support capacity planning, performance optimization, and infrastructure scalability (5G expansion, IoT technology).
Managed Services Delivery
- Oversee the delivery of IT and telecommunications managed services to enterprise clients.
- Improve operational processes related to service desk performance, ticket management, and incident resolution.
- Identify opportunities to automate operational workflows and improve service efficiency.
- Maintain compliance with security standards, operational procedures, and best practices.
Customer Success & Client Relationship Management
- Act as the primary technical escalation point for enterprise clients.
- Lead client onboarding, service implementation, and operational transition processes.
- Conduct regular service reviews and quarterly business reviews (QBRs) with customers.
- Translate technical performance metrics into business-level insights and recommendations.
- Proactively identify risks to customer satisfaction, service performance, and contract renewals.
Account Growth & Renewal Management
- Manage customer renewal cycles and contract retention efforts.
- Identify upsell and cross-sell opportunities within existing managed services accounts.
- Partner with Sales teams to develop service expansion proposals and technical solutions.
- Support revenue growth through strong customer engagement and long-term relationship building.
Team Leadership & Collaboration
- Lead and mentor network operations engineers, technical support staff, and service delivery teams.
- Foster a culture of customer focus, operational excellence, and continuous improvement.
- Collaborate with internal teams including engineering, sales, operations, and vendors.
Qualifications
Experience You Have
- 5–7+ years of experience in IT, telecommunications, or managed services operations.
- Experience managing network operations, technical support, or service delivery teams.
- Experience supporting enterprise or multi-site customers.
- Experience in B2B customer success, account management, or client-facing technical roles.
Technical Skills You Have
- Knowledge of telecommunications infrastructure, networking, managed services environments, 3GPP, RAN, Packet Core, etc.
- Experience with network monitoring tools, Remote Monitoring & Management (RMM) platforms, and ticketing systems.
- Familiarity with network performance metrics, incident management, and service level management.
Core Competencies
- Customer Success Management
- Network Operations Management
- Managed Services Delivery
- SLA Management
- Incident Management
- Client Relationship Management
- Telecommunications Infrastructure
- Network Monitoring and Performance Optimization
- Technical Account Management
- Cross-functional Leadership
- Project Management
- Data-driven decision making
Educational/Vocational Training You Have
- Bachelor’s degree in electrical engineering, computer science, or related field, or an equivalent combination of experience, certifications, or other technical training.
- Any relevant certifications such as (CCSM) or professional memberships (NACSMA/CSM/NCSA) are a plus.
Environmental/Physical Demands
- Must be capable of lifting within regulatory limits
- This position sometimes operates in commercial construction sites, hospitals, and occupied commercial & government buildings. Some activities require the use of a ladder or lift and standing or walking for extended periods of time. When in the office uses standard office equipment such as computers, phones, photocopiers, etc.
Additional Information
Job Type: Full-time
Job Location: Farmington Hills, MI, USA; only US-based candidates with US work authorization considered, no outside recruiters
Education Level: 4-year college degree (or equivalent)
Travel: Occasional national travel required, as needed to support the business/department & customer site locations
Compensation Package
- Competitive, commensurate with experience
- Health benefits
- HSA w/ company matching
- 401k w/ company matching
- PTO w/ rollover
All of your information will be kept confidential according to EEO guidelines.