Customer Success Manager

Job Context

The Customer Success Manager is responsible for maintaining regular, planned communication with the customers to resolve issues, assist customers to improve the utilisation of our products, and ultimately ensure the long‑term success of our customers.

• Maintain regular, planned communication with nominated accounts with a focus on customer retention.
• Guide customers throughout the Simpro Group journey and facilitate all offered resources.
• Identify inefficiencies between the customer and their software, issues with workflows, and update customers on software additions.
• Drive customer satisfaction through support and account‑based activities, including phone, site calls, and email support.
• Be a trusted advisor and source of advice for customers and colleagues, ensuring customers receive regular updates on Simpro Group.
• Understand customer issues and capitalize on opportunities (when appropriate) to sell revenue‑generating products and additional training to existing customers.

• Experience in a customer‑facing role – Customer Success, Account Management, or technical implementation in a SaaS company is a benefit.
• A customer‑centric approach with a desire to deliver the best for our customers.
• A proactive attitude and enjoyment of cross‑team collaboration to deliver commercial outcomes.
• Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels.
• Experience working with business‑process software in a customer‑facing role is a benefit.
• Tech‑savvy with a desire to learn, and the ability to convey complex technical topics simply.
• Exceptional customer service and troubleshooting/problem‑solving skills.
• Ability to work effectively under pressure and perform well in a team dynamic.

• A generous annual leave entitlement plus a personal leave entitlement
• Private health insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life insurance
• Company pension scheme, with 5% employer contribution
• Generous parental leave programme
• Home office allowance
• Paid volunteer leave days
• Public holiday exchange scheme
• Enjoy up to four weeks a year of flexible ‘Work from Anywhere’ time
• Talent referral programme – get rewarded for referring a friend to join our team
• Cycle scheme, a salary‑sacrifice scheme to treat yourself to a bike & equipment
• Home & tech scheme, a salary‑sacrifice scheme to treat yourself to new tech
• A discounts and cash‑back scheme
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, Aro Flo, Big Change & Clock Shark are equal‑opportunity employers with a best‑of‑class onboarding programme and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non‑performance factor.

Subject to a current Echelon of Customized Anti‑Discriminatory Measures, no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.

If you’d like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.