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For Companies At a Glance
- Tasks: Drive customer success and engagement for our innovative SaaS solutions.
- Company: Join Totalmobile, a leader in Field Service Management technology transforming service delivery.
- Benefits: Enjoy a supportive, inclusive culture with opportunities for personal and professional growth.
- Why this job: Be part of a team that values customer advocacy and drives measurable outcomes in social housing.
- Qualifications: 3+ years in Customer Success within software; SaaS experience is essential.
- Other info: We celebrate diversity and support all employees in their development journey.
The predicted salary is between 36000 - 60000 £ per year.
Totalmobile is the market leader inField Service Management technology, dedicated to transforming the way organisations deliver field services. Supporting over 1,000 organisations and 500,000 mobile workers, our innovative solutions enable exceptional efficiency, improved customer outcomes, and impressive returns on investment.
A key part of our offering isConnect , a SaaS-based job management platform widely used in thesocial housing sector to streamline repairs and maintenance processes.
About the Role
We are looking for an experiencedCustomer Success Manager to join our team, focusing on customers within theProperty and Facilities Management (FM) vertical, particularly in thesocial housing sector. This is an exciting opportunity for someone who thrives in delivering ‘next-gen’ Customer Success by driving adoption, return on investment (ROI), and strategic engagement.
As aCustomer Success Manager , you will play a vital role in ensuring our customers realise the full value of their investment in Totalmobile\’s solutions. You will build strong, strategic relationships with stakeholders, guiding them through successful onboarding, adoption, and ongoing management of ourConnect product . Your responsibilities will include maintaining customer satisfaction, driving retention, and ensuring customers see measurable results through consistent and thoughtful engagement.
Acting as the primary point of escalation, you will work with both customers and internal teams to resolve challenges efficiently. Additionally, you will identify opportunities for upselling and cross-selling within your accounts, helping customers unlock further value while contributing to business growth. Your role will also involve advocating for the customer within Totalmobile and sharing insights to influence product development and innovation.
Skills and Experience
The ideal candidate will haveat least three years of experience as a Customer Success Manager within the software industry . A background in managing complex SaaS solutions with an Annual Recurring Revenue (ARR) exceeding £500,000 is required.Familiarity with our Connect product is essential, and experience with field service management, CRM, or ERP technologies is a strong advantage.
You will be a natural problem solver with excellent interpersonal and communication skills, capable of building trusted relationships and navigating complex customer environments. A proven track record in customer advocacy and a passion for driving measurable outcomes are critical for success in this role.
At Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages of their journey with us.
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Contact Detail:
Totalmobile Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (P&FM)
✨Tip Number 1
Familiarise yourself with Totalmobile's Connect product. Understanding its features and benefits will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Totalmobile, especially those in customer success roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight measurable outcomes and your approach to building relationships, as these are key aspects of the Customer Success Manager position.
✨Tip Number 4
Stay updated on trends in the field service management and SaaS industries. Being knowledgeable about current challenges and innovations will allow you to engage in meaningful conversations during the interview process.
We think you need these skills to ace Customer Success Manager (P&FM)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Customer Success Manager, particularly in the software industry. Emphasise your familiarity with SaaS solutions and any specific experience with field service management or the Connect product.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your ability to drive ROI. Mention specific examples of how you've built strategic relationships and improved customer satisfaction in previous roles.
Highlight Problem-Solving Skills: In your application, provide examples of how you've navigated complex customer environments and resolved challenges efficiently. This will demonstrate your natural problem-solving abilities, which are crucial for this role.
Showcase Advocacy Experience: Illustrate your track record in customer advocacy by detailing instances where you've influenced product development or driven measurable outcomes for customers. This aligns well with Totalmobile's focus on customer engagement and satisfaction.
How to prepare for a job interview at Totalmobile Group
✨Understand the Product Inside Out
Make sure you have a solid grasp of Totalmobile's Connect product and its features. Familiarise yourself with how it benefits customers in the Property and Facilities Management sector, especially in social housing. This knowledge will help you demonstrate your ability to drive customer success effectively.
✨Showcase Your Customer Advocacy Skills
Prepare examples from your past experiences where you've successfully advocated for customers. Highlight how you resolved their challenges and ensured they received maximum value from the solutions provided. This will illustrate your commitment to customer satisfaction and retention.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've navigated complex customer environments and solved problems efficiently. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and proactive approach.
✨Emphasise Relationship-Building Skills
Since building strong relationships is key in this role, prepare to talk about how you've developed trust with stakeholders in previous positions. Share strategies you've used to engage customers and maintain long-term partnerships, as this will be crucial for success at Totalmobile.
