Network Operations & Customer Success Manager

Company Description

RF Connect is a team of industry leaders transforming connectivity. We invest in our team, have fun, and give back to our community. We lead the way in the design, deployment, and support of high performance wireless networks and solutions. Our philosophy is simple – hire the best people, do the best work, and set the standard for the industry. Due to our growth and national expansion, we are currently seeking highly motivated, experienced, customer‑oriented team members who are looking for an organization where they can make a major contribution and be an integral part of continued growth.

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. Prior business‑to‑business customer support experience, a tenacious customer‑focused attitude, and a strong knowledge base are required. 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.

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.

• 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…