Customer Success Manager (SaaS)

Job description

### **The Joblogic Story** Established in 1998, **Joblogic** is the UK’s #1 **Field Service Management** (FSM) software platform. We are a global business with offices in the **UK**, **Pakistan**, and **Vietnam**. Since our management buy-out in 2013, we have grown from **~£500K** ARR to **~£35M+** ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from **Vista Equity Partners** — a global technology investor specialising in enterprise software. This investment includes over **£100** million in new primary capital and will fuel our next phase of growth by accelerating our **AI-first roadmap**, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond. With **Vista’s** backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship, and we’d love for you to join us on our journey to **£100M** ARR across international markets. **Joblogic** provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over **100,000** users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms. **About the role:** As a Customer Success Manager, you will be responsible for protecting and expanding recurring revenue by ensuring customers realise measurable business value from the Joblogic platform. You will act as a commercial partner to your customers, working closely with operational and executive stakeholders to diagnose value gaps, drive adoption, and build value realisation plans that lead directly to retention, expansion, and long-term customer advocacy.This is not a reactive support role. You will proactively guide customers toward outcomes that justify and grow their investment in Joblogic, confidently challenging where necessary to ensure customers achieve meaningful business results from the platform. You will work cross-functionally with Sales, Product, Implementation, and Support teams to deliver a seamless customer journey while contributing directly to Joblogic’s growth as we scale internationally. **What Your Main Focus Will Be:** - Own and manage a portfolio of customers with clear retention and expansion targets. - Build and execute value realisation plans that connect Joblogic platform usage with customer business outcomes. - Lead renewal conversations and commercial reviews to ensure customers recognise the ROI of their investment. - Identify opportunities to expand customer value through licence growth, marketplace adoption, and additional services. - Proactively identify customers at risk of churn by analysing adoption, usage data, and engagement signals. - Develop and execute recovery strategies for customers who are not fully realising value. - Build strong multi-threaded relationships across operational, commercial, and executive stakeholders. - Run structured account reviews and success planning sessions focused on measurable outcomes and future value. - Use data and customer insights to track adoption, forecast renewals, and identify growth opportunities. - Collaborate with Product and Engineering teams to share customer insights that influence product improvements and roadmap priorities. - Maintain clear internal documentation of customer health, risks, opportunities, and success plans. **Joblogic Values:** At Joblogic, we expect our team members to champion and embed our core values across their work and customer interactions: - **Respect –** We value every individual and treat colleagues and customers with professionalism, fairness, and empathy. - **Obsession with Customers –** We place customer outcomes at the centre of everything we do, striving to deliver meaningful value and exceptional experiences. - **Accountability –** We take ownership of our actions, decisions, and results, holding ourselves and each other to high standards. - **Rethink Tomorrow –** We embrace innovation, challenge the status quo, and continuously improve how we work to shape a better future. As a Customer Success Manager, you will play a key role in ensuring these values are reflected in every customer relationship and interaction. **What You Bring:** - Experience in Customer Success, Account Management, or Consultative Sales within a B2B environment. - Proven ability to manage commercial conversations with existing customers, including renewals and expansion. - Strong understanding of value-based selling and ROI-driven customer engagement. - Ability to identify churn risk beyond surface-level sentiment by analysing customer behaviour and adoption. - Experience building strong relationships and influencing stakeholders across customer organisations. - Comfortable owning revenue outcomes alongside customer relationship health. - Strong organisational, communication, and problem-solving skills. - Experience working within SaaS or technology-driven environments. - Fluent English communication skills (written and verbal). **Nice-to-have Points:** - Experience working within B2B SaaS organisations. - Experience in Field Service Management (FSM), Facilities Management, or operational software platforms. - Familiarity with Challenger Sales or value-based commercial frameworks. - Experience executing customer success plans or value realisation strategies. - Experience working within private equity backed SaaS businesses. - Data-driven mindset with experience analysing customer usage and health metrics. ✨ **Hiring process: 02 rounds** - **1st round:** Initial Interview with Hiring Manager - **Final round:** Leadership Interview with Senior Stakeholders **Why should you take this role?** - Join a fast-growing international SaaS company with real impact - Play a key role in protecting and expanding customer revenue - Work closely with global leadership as Joblogic scales towards **£100M ARR** **Remuneration package and benefits:** - Market competitive salary range – commensurate with your experience and abilities - Work within a global SaaS product company with strong growth momentum - Opportunity to collaborate with international teams across the UK, Pakistan, and Vietnam - Clear career progression opportunities as Joblogic continues to scale globally - Hybrid working arrangements supporting work-life balance - Collaborative and fast-paced working environment - Regular company events and team activities - Learning and development opportunities through Joblogic Academy and internal training