Client Success Partner

Come and meet the Founder in this 1-minute video, where you will get a firsthand glimpse into who we are and life here at Commusoft.

Global Mission Statement

From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and has a positive impact in the field service software market. Since 2006, we’ve transformed not only our services and offerings but also the business operations of thousands of service companies that rely on our software daily. Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with ensuring we only sell to businesses that can benefit from our solutions, comprehensively supporting clients from day one, and always being open and transparent with our community, these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.

Inclusion and Belonging at Commusoft

Our clients come from all walks of life, and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process, and we intend to genuinely drive transformational change when it comes to diversity, inclusion, and belonging. If you are eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.

Department Mission Statement

At the heart of Commusoft's success lies our Client Operations, a unified, strategic powerhouse dedicated to maximising client value. Our core mission is the dual pursuit of outstanding client sentiment and driving our Net Retention Rate. We are not just Support; we are dedicated partners, transitioning from a reactive model to a specialised, proactive system designed for scalable growth and deep client empowerment. Our commitment is delivered through three synergistic teams, ensuring every client feels supported, valued, and successful:

• Client Success: We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement. We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates.
• Technical Support: We are the expert problem-solvers, providing advanced, complex technical resolution. We leverage data and streamlined processes to proactively build a continually improving service model that not only fixes issues but also builds client confidence and deepens satisfaction.
• Knowledge & AI Enablement: We are the central engine for empowerment and scalability, curating all internal and external knowledge. This drives AI-powered first-line assistance, equipping clients and employees with the self-service resources required for instant answers and independent success, directly improving the client experience.

Our specialisation ensures that client sentiment remains the foundation of our success, where our expert, targeted service consistently stands out as Commusoft’s key differentiator.

What you’ll do:

• Relationship & Engagement: Build and maintain strong, trusted relationships with clients throughout their lifecycle. Serve as their go-to advisor, regularly engaging to understand their evolving needs and identify pain points. You are the central point of communication for clients.
• Commercial Management: Directly manage all aspects of the contract renewal lifecycle, including administration, negotiation, and execution. You are responsible for identifying, pursuing, and closing expansion opportunities (upselling add-ons, increasing user count).
• Strategic Partnering: Take the time to understand each client’s business goals and priorities. Provide tailored recommendations that align our product's features with their core business objectives and position our solutions as enablers of their long-term success.
• Proactive Risk Management: Regularly engage with clients via check-ins and on-site meetings to uncover evolving needs, prevent potential issues, and spot churn risks before they arise. Develop and execute action plans that reinforce trust and retention.
• Business Reviews & Growth: Lead insightful business review sessions with clients to showcase value delivered, highlight opportunities for deeper product use, and drive the adoption of key features.
• Advocacy & Feedback: Act as the client’s voice within the business, sharing commercial and feature feedback with Product and Engineering teams and advocating for client needs across all internal departments.
• Cross-Functional Support: Collaborate closely with the Technical Success Consultants to gain insight into complex client pain points and ensure the client receives the necessary technical guidance for resolution.

Your skills, behaviours and values:

• B2B SaaS Experience: 2 years’ experience supporting or managing relationships with clients, including account management, retention, or commercial engagement within a B2B SaaS environment.
• Commercial Acumen: Proven ability to identify and act on up-sell, cross-sell, and expansion opportunities in a consultative, value-first manner. Experience managing and closing contract renewals.
• Relationship-Building: You excel at building trust, listening actively, and tailoring your approach to different client personalities and needs.
• Strategic Mindset: Deep understanding of our industry, our verticals, and our Ideal Client Profiles (ICPs). Ability to connect product capabilities to tangible business outcomes and ROI.
• Communication Excellence: Clear, empathetic, and professional communication skills, both verbal and written. Strong ability to handle challenging conversations and manage client expectations.
• Proactive Management: Demonstrated ability to manage client health scores, anticipate challenges, and execute proactive strategies to mitigate churn risk.
• Organised & Adaptable: Skilled at managing a diverse book of business, multiple clients, and priorities, while staying flexible as client needs evolve.
• Collaboration: Proven track record of working effectively across internal teams to resolve client issues and drive departmental success.

Salary & Benefits:

The base salary is £37,000-42,000 per year. The other elements of your compensation include: 23 days off (increase with tenure) plus the UK bank holidays, £50 monthly gym contribution, pension contribution, private healthcare option, extended parental leave, remote working over Christmas and during the summer period, up to 5 days holiday-buy-in-scheme, drinks and snacks provided at our new modern workspace next to Elephant & Castle underground station. Please note that for the first month you will be required to come in full-time 8.30am-5.30pm.