At a Glance
- Tasks: Lead customer journeys, ensuring successful onboarding and ongoing support for our software solutions.
- Company: Join Polaris, a dynamic tech company focused on public safety and compliance.
- Benefits: Enjoy 25 days annual leave, hybrid working, and a health care cash plan.
- Other info: Exciting growth opportunities and a chance to shape the future of technology.
- Why this job: Make a real impact in public safety while growing your career in a fast-paced environment.
- Qualifications: Experience in customer success or account management, with strong project delivery skills.
The predicted salary is between 36000 - 60000 £ per year.
About Us
At Polaris, we are on a mission to create a safer and fairer world. We provide software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers. Since securing support from August Equity in May 2023, we have been on an exciting growth trajectory. We have expanded our reach both in the UK and internationally, acquired key companies like Farthest Gate, Clarity and JML Software Solutions, and invested heavily in our operations. Our goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities. We have united our legacy brands under the Polaris name, creating a dynamic new identity that reflects our vision for the future. This is an exciting time to join Polaris. We are seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry.
Position: Customer Success Manager
Hybrid office based (3 days per week) with travel to Client Sites as required
Full time
Reports to the Head of Customer Success
Summary
As a Polaris Customer Success Manager within the Police Division, you will be responsible for specific clients and will own their end-to-end customer journey, from initial onboarding, where appropriate, through to adoption of new software, supporting continued growth and development. You will be the lead for a variety of projects, managing both customer stakeholders and internal colleagues; you will work closely with the Professional Services and Support Teams to ensure timely and successful delivery of new or enhanced products and a high level of continued support for day-to-day business activity. At all times you will be the client’s trusted advisor ensuring customers achieve measurable value from our software.
You will be responsible for promoting the most effective and efficient use of existing solutions, providing updates on new releases and user guides, performing health checks where necessary and continually sharing best practice, identifying opportunities for further growth and ensuring potential enhancements to our core business are considered and raised appropriately. For specified clients, you will perform regular business reviews and service reviews, being the conduit for feedback and where necessary, provide or arrange in-house or remote training, supporting Solution Architects with technical workshops to drive efficiency and consistency and improve the overall user experience. This important role combines project management, relationship management, and business analysis to deliver an exceptional customer experience for your dedicated accounts. In short, you will be the voice of our customer base.
Key Responsibilities
- Relationship Management: Act as the customer’s primary contact, improving confidence, satisfaction and retention, and identifying expansion opportunities
- Project Management: Coordinate stakeholders, manage timelines and deliverables to ensure smooth and timely go-lives
- Onboarding & Implementation: Lead customer implementation, including planning, and delivery of onboarding milestones, conducting post-implementation and retrospective reviews to inform future projects
- User Acceptance Testing (UAT): Support customers during UAT, ensuring requirements are met and issues are resolved before an agreed go-live
- Quarterly Business Reviews (QBRs): Conduct onsite QBRs with key accounts to review performance, system usage, drive adoption, provide updates on new releases whilst identifying growth opportunities to support efficiencies
- Service Reviews (CSRs): Conduct service reviews with customers presenting key metrics such as return on investment, support responsiveness and adoption success aligning to satisfaction levels and upcoming needs
- Reporting Requirements: Work with customers to gather and define reporting needs, designing interim solutions until productised
- Monitoring: Monitor product usage and adoption and track through customer health score dashboards and key underlying metrics
- Collaboration: Partner with Solutions Architects on technical requirements and with Support on issue resolution
- Training: Deliver and support personalised training to customers following project onboarding, ensuring comprehensive user guides are made available and support Solution Architects with technical workshops to drive efficiency and improve client knowledge and user experience
Success metrics
- Successful onboarding completion (time-to-value)
- Customer retention and Net Revenue Retention (NRR)
- Customer satisfaction (CSAT / NPS)
- QBR engagement and outcomes
- Service review outcomes
- Adoption of product features and usage levels
- Customer health scores
We are looking for someone who:
Essential
- Customer Success or Account Management experience
- Stakeholder management
- Project delivery experience
- Strong presentation skills
- Data driven decision making
- SaaS or enterprise software experience
Desirable
- Policing / public sector experience
- Knowledge of customer success platforms such as Monday.com
- Experience running QBRs
- Change management experience
Mandatory Requirements
- Travel to customers expected (all over UK)
- Police Security Vetting
Benefits
- 25 days annual leave
- 2 Moment in Time Days
- Life Assurance 4 x base salary
- Private Pension with Scottish Widows
- Health Care Cash Plan
- Hybrid working model
- Length of service additional time
Equal Opportunities
Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic. Please note that we can currently only consider candidates with an existing right to work in the UK.
Customer Success Manager in Sheffield employer: Polaris Software
At Polaris, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through comprehensive training opportunities and a supportive environment where your contributions directly impact public safety technology. With a hybrid working model and generous benefits, including 25 days of annual leave and a private pension plan, joining our team means being part of a mission-driven organisation poised for exciting growth in the UK and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to current employees at Polaris on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for interviews by understanding Polaris' mission and values. Be ready to discuss how your skills align with their goals in public safety and compliance technology. Show them you’re not just another candidate!
✨Tip Number 3
Practice your presentation skills! As a Customer Success Manager, you'll need to communicate effectively. Consider doing mock presentations with friends or family to build confidence before the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Polaris team.
We think you need these skills to ace Customer Success Manager in Sheffield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in customer success or account management, and show how your skills align with what we're looking for at Polaris.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible to illustrate how you’ve improved customer satisfaction or driven adoption of software solutions.
Be Authentic:Let your personality shine through in your application. We’re looking for ambitious, forward-thinking individuals, so don’t be afraid to express your passion for making a real impact in public safety and compliance technology.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Polaris!
How to prepare for a job interview at Polaris Software
✨Know Your Customer Success Basics
Before the interview, brush up on the key principles of customer success and account management. Understand how to improve customer satisfaction and retention, as well as how to identify expansion opportunities. This will show that you’re not just familiar with the role but also passionate about making a real impact.
✨Showcase Your Project Management Skills
Be prepared to discuss your experience in managing projects and coordinating stakeholders. Think of specific examples where you successfully delivered a project on time and met all deliverables. This is crucial for the role, so highlight your ability to manage timelines and ensure smooth go-lives.
✨Demonstrate Data-Driven Decision Making
Polaris values data-driven approaches, so come ready to discuss how you've used data to inform your decisions in previous roles. Whether it’s through customer health scores or performance metrics, showing that you can leverage data to drive customer success will set you apart.
✨Prepare for Role-Specific Scenarios
Anticipate questions related to onboarding, user acceptance testing, and conducting business reviews. Prepare scenarios where you’ve led similar initiatives, focusing on how you ensured customer satisfaction and drove adoption of new features. This will demonstrate your readiness for the challenges of the role.
