Customer Success Manager in Guildford

About Person Centred Software
At Person Centred Software, we build technology that genuinely improves lives. Our platforms are used by care providers across the UK and internationally, helping teams deliver safer, more efficient and more person centred care. We’re growing quickly, with strong momentum in a sector where customer experience and long term partnerships are critical to success. As we continue to grow, we’re investing in our Customer Success team to ensure our customers receive exceptional support, value and partnership throughout their journey with PCS.

The Role
We’re looking for a Customer Success Manager to join our Growth team, focused on building strong customer relationships, driving retention and supporting long term account growth. This role is all about partnership. You’ll work closely with customers to understand their goals, ensure they are getting value from our products and act as a trusted point of contact across their relationship with PCS. You’ll manage a portfolio of customer accounts, supporting both Gross Revenue Retention and Net Revenue Retention while identifying opportunities to strengthen customer engagement and promote additional solutions where appropriate. Alongside relationship management, you’ll collaborate closely with internal teams across Product, Operations, Accounts and Marketing to help ensure customers receive a seamless experience.

Day to day, you’ll be:

• Managing and developing relationships across your customer portfolio
• Acting as a key point of contact for customer queries, concerns and ongoing support needs
• Helping customers maximise value from PCS products and solutions
• Supporting retention and account growth across your portfolio
• Working closely with Product teams to share customer feedback and insights
• Collaborating with Operations to support smooth customer implementations
• Supporting senior management meetings for key customer accounts where needed
• Maintaining accurate customer records and account activity within internal systems
• Working alongside Marketing to identify customer success stories, case studies and advocacy opportunities
• Attending events and building relationships that help strengthen the PCS brand

What We’re Looking For
Experience in a customer focused role such as Customer Success, Account Management or Client Services
Strong relationship building and communication skills
Ability to manage multiple customers, projects and priorities effectively
A proactive and solutions focused mindset
Confidence working cross functionally with internal teams
Strong organisational skills and attention to detail
Ability to build trust and credibility with customers
Experience within SaaS, technology or the care sector would be advantageous but is not essential.

Why Join PCS
You’ll be joining a collaborative and customer focused team within a growing technology business that is making a genuine difference in the social care sector. This role offers the opportunity to build long term customer partnerships, influence customer experience and contribute directly to customer retention and growth. You’ll have exposure across multiple areas of the business while developing your commercial, relationship management and strategic account skills within a supportive environment.

What We Offer
Competitive salary
Modern offices in Guildford
25 days holiday
Extra day off for your birthday
Contributory pension scheme
Additional benefits

Final Thought
If you enjoy building strong customer relationships, solving problems and helping customers achieve long term success, this is a great opportunity to join a growing team where customer experience genuinely matters.