Network Operations & Customer Success Manager

RF Connect•Farmington Hills, MI

14h•Hybrid

About The Position

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.

Requirements

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.
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.
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
Bachelor’s degree in electrical engineering, computer science, or related field, or an equivalent combination of experience, certifications, or other technical training.

Nice To Haves

Any relevant certifications such as (CCSM) or professional memberships (NACSMA/CSM/NCSA) are a plus.

Responsibilities

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).
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.
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.
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.
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.