Client Success Partner

If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.

• 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.

What the job involves:

• 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.
• 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.
• 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.
• 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.