At a Glance
- Tasks: Lead a team to ensure customer success and drive excellent service delivery.
- Company: Join a growing SaaS business transforming property and business management.
- Benefits: Remote-first culture, strong focus on innovation, and career development opportunities.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Make a real impact on customer experience while building your leadership skills.
- Qualifications: Experience in customer-facing roles and managing high-performing teams.
We're partnering with a growing SaaS business that delivers property and business management solutions to customers across the UK. Their platform sits at the heart of clients' day-to-day operations, supporting everything from financial management and reporting through to property administration and customer service.
As the company continues to expand, they're looking for a Client Services & Success Manager to lead their Client Services function and drive excellent customer outcomes.
This is a leadership role for someone who enjoys developing people but doesn't want to move away from customer engagement, service delivery and commercial responsibility. You'll lead a team responsible for customer success, professional services and project delivery, taking ownership of client retention, service quality, professional services performance and major software implementation and migration projects. You'll also work closely with customers, helping them maximise value from the platform while identifying opportunities for additional services and consultancy support.
Key Responsibilities
- Lead, coach and develop the Client Services team.
- Own Professional Services performance, including revenue, utilisation and delivery.
- Identify, scope and convert Professional Services opportunities.
- Build and maintain strong relationships with key customers.
- Lead complex software implementation and migration projects.
- Drive customer retention, engagement and service excellence.
- Manage escalations and oversee client care performance.
- Partner closely with Sales, Product, Engineering and Technical teams to deliver successful outcomes.
- Support complex sales opportunities through client discovery sessions and product demonstrations.
- Utilise data, technology and AI-driven approaches to improve efficiency and decision-making.
About You
We're looking for an experienced customer-facing leader with a background in Customer Success, Client Services or Professional Services within a SaaS, software, technology or PropTech environment.
You’ll ideally bring:
- Experience managing and developing high-performing teams.
- Strong commercial awareness and experience working towards revenue or services-related targets.
- A track record of identifying and winning additional client work.
- Experience delivering software implementations, onboarding programmes or client projects.
- Strong project management and stakeholder management skills.
- The ability to balance strategic leadership with hands-on client engagement.
- Good technical aptitude and confidence working with software platforms, systems and data.
- Strong financial and accounting knowledge.
- A proactive approach to problem-solving, continuous improvement and adopting new technologies.
Why Apply?
This is an opportunity to join a growing software business where you'll have genuine influence over the customer experience, the development of a key client-facing team and the future direction of the services function. With a remote-first culture, regular opportunities to connect with colleagues and customers, and a strong focus on innovation and continuous improvement, it's an excellent opportunity for someone looking to make a real impact while building their leadership career.
Client Services & Success Manager in London employer: Be-Resourcing
Join a highly regarded fund manager in Edinburgh, where you will thrive in a collaborative environment that values quality and teamwork. As a Performance Analyst, you'll benefit from a strong focus on employee growth, with opportunities to engage with various stakeholders and enhance your analytical skills. The hybrid working model allows for flexibility while being part of a respected investment community, making it an ideal place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services & Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Be-Resourcing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Be-Resourcing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services & Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Be-Resourcing:Your cover letter is your chance to shine! Tell us why you want to work at Be-Resourcing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Be-Resourcing!
How to prepare for a job interview at Be-Resourcing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
