At a Glance
- Tasks: Build strong client relationships and drive revenue growth through exceptional service.
- Company: Firetecnics, London's trusted fire safety compliance partner for over 35 years.
- Benefits: Competitive salary, commission incentives, ongoing training, and a supportive team culture.
- Other info: Join a dynamic team focused on delivering high-quality fire safety solutions.
- Why this job: Make a real impact in fire safety while growing your career in a vital industry.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Company Overview
Firetecnics: London’s trusted LPCB-certified fire safety compliance partner, for over 35 years.
In an industry where safety is non-negotiable and technically reliable providers are hard to come by, Firetecnics is the partner that residential and commercial property professionals trust to keep their buildings compliant, their occupants safe, and their businesses running smoothly.
Effortless Compliance. Complete Confidence.
With over three decades of experience, Firetecnics Systems Ltd provides trusted expertise in fire safety and compliance.
Comprehensive Fire Safety Solutions.
We deliver an end-to-end service — from fire alarm design, installation, and maintenance to full compliance management.
Fast, Efficient, and Uncompromising on Quality.
Our teams operate with speed and precision, delivering safe, compliant, and high‑quality solutions without compromise.
Personalised Service. Proactive Partnership.
Our dedicated account managers act as an extension of our clients’ teams, providing expert guidance, responsive support, and proactive fire safety strategies tailored to every building and business.
We do more than keep organisations compliant — we provide total peace of mind.
Our commitment to quality, reliability, and exceptional service means our clients can trust that their fire safety is in expert hands.
Position Overview
We are seeking a proactive and customer‑focused Customer Success Manager to strengthen relationships with existing clients, enhance customer satisfaction, and drive revenue growth through PPM contract renewals, system upgrades, and referrals.
This role will manage a portfolio of property management clients, ensuring they receive exceptional service and value from our fire systems maintenance solutions.
You’ll act as the key liaison between clients and our service department—promoting seamless communication, efficient delivery, and a world‑class customer experience.
Responsibilities
- Client Relationship Management
- Build and maintain strong, long‑term relationships with existing property management clients.
- Maintain and grow a defined portfolio of property management and facilities clients.
- Serve as the primary point of contact for client portfolios, ensuring all service needs and expectations are met.
- Proactively identify opportunities to upsell Preventative Planned Maintenance (PPM) contracts and introduce additional fire system solutions not currently covered under existing agreements.
- Drive contract renewal rates of 90%+ for PPM agreements.
- Generate referrals by fostering trust and delivering consistent, high‑quality support.
- Sales & Revenue Growth
- Achieve a minimum 20% year‑on‑year growth on top of the existing contracted maintenance portfolio.
- Expand revenue through additional PPM maintenance contracts and remedial/small works, with a combined annual target of approximately £400,000 in new business.
- Develop account plans to increase each client’s “share of wallet” by promoting new system coverage, monitoring services, and compliance audit.
- Prepare and present tailored proposals for PPM contracts, remedial works, and system upgrades.
- Collaborate with the sales and operations teams to support overall business growth through consultative, relationship‑based selling.
- Customer Experience & Service Excellence
- Liaise with the service and operations departments to ensure timely delivery of maintenance schedules and corrective works.
- Monitor client satisfaction and address any service concerns promptly.
- Coordinate cross‑departmental efforts to streamline processes, reduce response times, and optimise service outcomes.
- Collaborate with the Service Sales team to ensure achievement of monthly sales pipeline and conversion goals.
- Training & Customer Enablement
- Deliver tailored client training programs on our operational software and customer portals, ensuring clients understand how to access reports, service records, and compliance data.
- Support clients in achieving maximum value from our digital platforms and communication tools.
- Ensure 100% of clients are active users of the customer portal and can access reports and compliance data.
- Promote digital engagement to reduce administrative touchpoints and improve client self‑service.
- Reporting & Process Improvement
- Track and report on customer engagement, retention, and revenue growth metrics.
- Provide feedback and insights to internal teams to improve service delivery, operational efficiency, and customer experience.
- Provide monthly portfolio performance reports to the Managing Director with analysis and action plans for underperforming accounts.
Experience
- Proven experience in customer success, account management, or service delivery, ideally within the fire systems, building services, or facilities maintenance sector.
- Strong understanding of Preventative Planned Maintenance (PPM) and fire safety compliance standards.
- Excellent interpersonal and communication skills, with the ability to build trust and rapport at all levels.
- Skilled in cross‑departmental coordination, with a track record of improving processes and customer outcomes.
- Strong sales acumen with the ability to identify opportunities and close deals within existing accounts.
- Experience delivering client training or software onboarding sessions is highly desirable.
- Proficiency with CRM systems and customer portals.
- Personal Attributes
- Customer‑focused with a proactive, solution‑oriented mindset.
- Highly organised and detail‑oriented.
- Confident communicator and relationship builder.
- Self‑motivated with a drive to exceed targets and expectations.
- Collaborative and adaptable in a fast‑paced service environment.
Why Join us?
- Competitive salary and commission‑based incentives linked to performance and gross profit.
- Defined commission structure.
- Opportunity to achieve 20% annual growth above the existing maintenance contract portfolio.
- Ongoing professional development and training.
- Opportunity to play a key role in growing an essential life‑safety service business.
- Supportive team culture with strong operational backing.
- Job Details
- Seniority level: Not Applicable
- Employment type: Full‑time
- Industry: Software Development
- Location: London, England, United Kingdom
Customer Success Manager employer: Helix International Group Ltd
Firetecnics Systems Ltd, part of Helix International Group Ltd, is an exceptional employer known for its commitment to employee development and a supportive work culture. With over 35 years of industry experience, we offer our AOV Small Works Engineers not only competitive benefits like company vehicles and specialist training but also the chance to work on diverse projects across London, fostering both technical growth and job satisfaction in a dynamic environment.
Contact Details:
Helix International Group Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Helix International Group Ltd. 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 Helix International Group Ltd 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 Customer Success Manager
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 Helix International Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Helix International Group Ltd 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 Helix International Group Ltd!
How to prepare for a job interview at Helix International Group Ltd
✨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.
