Customer Success Manager

Position: UK Customer Success Manager
Location: Greater London

Job Description

Job Title:

Customer Success Manager

Company:
Selectamark Security Systems plc

Location:

Locksbottom, Kent (15-minute train from London Bridge)

Type:
Full-time

Salary: £45,000 - £50,000

Industry: Security Solutions, SaaS & Tracking

Lead the Future of Customer Success at Selectamark

Are you an outcome-driven professional passionate about client satisfaction, operational delivery, training excellence, and new technology?

Selectamark Security Systems plc—the UK’s leading provider of forensic DNA marking, asset tracking, and command and control solutions—is looking for a Customer Success Manager to champion onboarding, project execution, training and technical sales support.

You'll shape the customer journey from first engagement through long-term success, while advancing customer trust, project delivery and training standards.

Why Join Selectamark?

* Strategic Role:
Help shape and professionalise the customer experience.

* Technical

Innovation: Work with cutting-edge security and communications systems.

* Team Culture:
Join a collaborative, mission-driven organisation.

* Professional Development:
Advance your career through leadership, technology, and CPD-recognised achievements.

What You'll Be Doing

1. Customer Success Leadership

* Own the post-sale relationship for assigned strategic accounts, ensuring client satisfaction, loyalty, and results.

* Deliver a high-touch onboarding experience focused on measurable crime prevention, asset recovery, and community safety outcomes.

* Create and manage customer success roadmaps tailored to public sector and corporate objectives.

2. Project Management & Deployment Oversight

* Lead the deployment of Selecta

DNA, Bike Register, asset tracking and command-and-control technologies, coordinating all operational phases from kick-off to impact measurement.

* Champion the use of the SARA Model (Scanning, Analysis, Response, Assessment) in project planning—aligning security deployments to structured problem-solving best practices used across UK policing.

* Manage project documentation, timelines, risk mitigation, and communication between internal teams and external stakeholders.

3. Training Delivery & Enablement

* Design and deliver CPD-accredited customer training programmes, enhancing client competence and confidence with Selectamark’s product suite.

* Serve as the CPD Training Champion—maintaining compliance with Continuing Professional Development standards and promoting recognised educational value to clients.

* Build scalable onboarding toolkits, training modules, and quick-reference materials for police forces, councils and enterprise clients.

* Develop "train-the-trainer" programmes to ensure wide and sustainable internal adoption within client organisations.

4. Technical Sales Support

* Act as a trusted technical advisor to Sales and Marketing teams during solution design, particularly for forensic marking solutions, asset tracking technologies, and command and control communications platforms.

* Translate technical features into clear operational advantages for policing, security, and commercial settings.

* Assist with solution scoping and demonstrations to ensure customer expectations are met and exceeded.

5. Customer Health Monitoring & Growth Enablement

* Track customer success metrics (NPS, CSAT, usage engagement) and lead Quarterly Business Reviews (QBRs) for strategic accounts.

* Proactively identify upsell, cross-sell, and renewal opportunities through deep relationship management and outcome achievement.

* Drive customer advocacy initiatives, enabling customer success stories, referrals, and public case studies.

Who You Are

* Customer-Focused:
Proven success in customer success management, technical account management, or project delivery.

* Experienced Project Manager:
Skilled in structured, phased project rollout—ideally with knowledge of the SARA model or similar.

* Training Expert:
Strong background in training delivery, ideally with CPD-accredited or professional-standard training program experience.

* Technical Communicator:
Confident handling discussions around security technologies, tracking systems and SaaS platforms.

* Organised & Resilient:
Highly structured…