Senior Customer Success Manager, Strategic Accounts in Birmingham

The Joblogic Story Established in 1998, Joblogic is the UK’s #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.

Joblogic provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over 100,000 users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.

About the role: As Senior Customer Success Manager, Strategic Accounts, you will own a portfolio of Joblogic’s most complex, high-value enterprise customers — accountable for retention, expansion, and long-term value realisation across every account in your book. This is not a reactive support role. You will operate as a trusted commercial partner to your customers — diagnosing value gaps, influencing senior stakeholders, building structured success plans, and driving the adoption that leads directly to retention and growth.

Your main focus will be:

• Commercial ownership and growth: Own a defined portfolio of strategic accounts with clear GRR and NRR targets — accountable for both retention and expansion outcomes. Identify, qualify, and close expansion opportunities including licence growth, marketplace adoption, and professional services — independently, without reliance on a sales overlay. Build and execute value realisation plans that directly connect Joblogic platform adoption with measurable customer business outcomes. Lead renewal conversations using a commercial, value-led approach — ensuring customers can clearly articulate the ROI of their Joblogic investment.
• Value and risk management: Proactively identify accounts that are not realising value — regardless of stated sentiment or absence of complaints. Diagnose root causes of low adoption, weak ROI, stakeholder disengagement, or commercial misalignment. Develop and execute structured recovery plans for at-risk accounts, coordinating internal resources where needed to protect revenue.
• Stakeholder engagement: Build and maintain multi-threaded relationships across operational, commercial, and C-suite stakeholders within your customer base. Run structured Executive Business Reviews and strategic success planning sessions focused on outcomes, ROI, and forward-looking growth ambitions.
• Data, insight, and execution: Maintain accurate and timely forecasting of renewals, expansion pipeline, and churn risk within Joblogic’s CRM and CS tooling. Document value cases, risks, success plans, and account intelligence clearly for internal visibility and team alignment.

Joblogic values: At Joblogic, we expect our team members to champion and embed our core values across their work and customer interactions: Respect – We value every individual and treat colleagues and customers with professionalism, fairness, and empathy. Obsession with Customers – We place customer outcomes at the centre of everything we do, striving to deliver meaningful value and exceptional experiences. Accountability – We take ownership of our actions, decisions, and results, holding ourselves and each other to high standards. Rethink Tomorrow – We embrace innovation, challenge the status quo, and continuously improve how we work to shape a better future.

What you bring:

• Substantial, proven experience in Customer Success or Account Management within B2B SaaS.
• Direct experience in a Strategic or Enterprise CS role managing high-value accounts, where success required executive-level engagement, commercial negotiation, and structured value management.
• Commercially sharp and revenue-accountable — comfortable owning GRR and NRR targets, closing expansion opportunities independently, and leading ROI-driven success planning conversations with senior stakeholders.
• Ability to identify churn risk beyond surface-level sentiment — you diagnose based on data, behaviour, and stakeholder signals, not just what customers tell you.
• Experience building and sustaining multi-threaded relationships across operational, commercial, and C-suite stakeholders within enterprise customer organisations.
• Strong understanding of enterprise sales mechanics — including multi-stakeholder deal management and commercial close — applied in a post-sale context.
• Data-driven and structured — comfortable using health scores, usage data, and pipeline metrics to prioritise effort and forecast accurately.
• Clear, confident communicator with the ability to influence and challenge at all levels internally and externally.
• Proficiency with enterprise CRM and CS platforms to manage portfolio health and maintain pipeline visibility.

Nice-to-have points:

• Experience in Field Service Management, CAFM, Facilities Management, or adjacent operational SaaS platforms.
• Familiarity with Challenger Sales, MEDDIC, or other value-based commercial frameworks applied in a post-sale or CS context.
• Experience implementing EBR frameworks or value realisation methodologies in a scaling SaaS business.
• Exposure to private equity-backed, high-growth SaaS environments with ARR expansion targets.

Hiring process: 03 rounds 1st round: Initial Interview with Hiring Manager 2nd round: Case Study Presentation Final round: Leadership Interview with Senior Stakeholders.

Why should you take this role? Join Joblogic’s newly built Strategic CS function at the ground floor — a genuine opportunity to shape how enterprise customer success operates as the business scales to £100M ARR. Own meaningful commercial outcomes — GRR and NRR accountability across some of Joblogic’s most valuable accounts, with direct visibility to senior leadership. Operate at the centre of a high-growth SaaS business backed by Vista Equity Partners, with the investment, ambition, and mandate to scale internationally.

Remuneration package and benefits: Market competitive salary — commensurate with your experience and abilities. Performance-related variable compensation tied to GRR and expansion outcomes. Work within a global SaaS product company with strong growth momentum. Opportunity to collaborate with international teams across the UK, Pakistan, and Vietnam. Clear career progression opportunities as Joblogic continues to scale globally. Hybrid working arrangements supporting work-life balance. Collaborative and fast-paced working environment. Regular company events and team activities. Learning and development opportunities through Joblogic Academy and internal training.