Role Overview
As a Customer Success Manager, you’ll manage a portfolio of Bellrock Technologies customers, helping them get maximum value from our software while supporting retention and account growth. You’ll develop strong knowledge of our products, including Concerto, Mobiess and Wiggledesk, becoming a trusted advisor to customers and helping them improve adoption and use of our technology. Working closely with Product, Support, Professional Services and Sales, you’ll build strong customer relationships, understand their objectives and identify opportunities for additional products, training and services.
Liverpool - hybrid
Role Overview
Key Responsibilities
- Manage and develop relationships with a portfolio of customers, acting as a key point of contact and trusted product advisor.
- Develop strong working knowledge of Bellrock Technologies’ products, including Concerto, Mobiess and Wiggledesk.
- Understand individual customer objectives, system configuration, product usage and future requirements.
- Conduct regular customer reviews covering priorities, product adoption, challenges, opportunities and future plans.
- Provide customers with relevant product guidance and recommendations to help them maximise value from their software.
- Deliver tailored product demonstrations based on customer requirements and areas of interest.
- Identify opportunities to expand customers’ use of Bellrock Technologies’ products and services.
- Identify customer training and consultancy requirements and coordinate support through Product Enablement and Professional Services.
- Monitor customer health and proactively identify and manage risks to customer satisfaction, engagement and renewal.
- Support customer retention and build long-term relationships that increase customer lifetime value.
- Capture customer feedback and provide meaningful insight to Product and other internal teams.
- Work collaboratively with Product, Support, Professional Services, Enablement and Sales to provide a joined-up customer experience.
- Support customer engagement through webinars, product updates, community activity and other customer initiatives.
- Maintain accurate and up-to-date customer, activity and opportunity information within HubSpot.
- Remain up to date with product developments, emerging technology and relevant industry trends.
- Recognise when customer requirements need specialist technical input and ensure they are directed to the appropriate internal team.
Skills & Experience
- At least three years’ experience in Customer Success, Account Management, software consultancy or a similar customer-facing role.
- Strong technical aptitude and a genuine curiosity for software, AI and emerging technologies.
- Excellent relationship-building and communication skills, with the ability to explain complex software clearly and confidently.
- A proactive, customer-focused approach, taking ownership of relationships and identifying needs, risks and opportunities early.
- Strong commercial awareness, with an understanding of customer retention, account growth and long-term value.
- The ability to manage multiple customers and priorities while following through on commitments.
- A collaborative and adaptable approach, working effectively across Product, Sales, Support and Professional Services.
- Experience using CRM systems, ideally HubSpot.
- Experience within IWMS, CAFM, property, estates or facilities management software would be advantageous.
AI fluency & learning mindset: We are looking for people who actively use AI in their day‑to‑day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.
Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work between the Liverpool office and your home address on a hybrid basis, Monday to Friday, 09:00-17:00.
What can we offer you?
- 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
- Salary exchange pension scheme
- Life cover
- Paid sick leave
- Health Assured employee assistance and wellness program
- Enhanced maternity, paternity and adoption leave
- Salary sacrifice schemes: Cycle to work
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials
- Healthcare Cashplan
- MotorSave Scheme
- Refer a friend
- Liftshare
- Virtual GP
Why Bellrock?
At Bellrock, our people make the difference.
We support organisations across the UK with property, facilities management, compliance, engineering and technology services, helping our customers create safer, smarter and more sustainable environments.
We're committed to creating a workplace where people feel supported, respected and able to develop their careers. If you're looking for a business where your contribution is valued and where you can continue to learn and grow, we'd love to hear from you.
Inclusion
We welcome applications from people of all backgrounds and experiences and are committed to providing a fair and accessible recruitment process for everyone.
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Customer Success Manager in Liverpool employer: Bellrock Group
Bellrock Group is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets tradition. With a strong focus on employee development and sustainability, we provide our team with ample growth opportunities and a collaborative culture that values every contribution. Join us to lead impactful projects in prestigious commercial office buildings while enjoying competitive benefits and a commitment to work-life balance.
