At a Glance
- Tasks: Drive customer success and engagement in the Property and Facilities Management sector.
- Company: Totalmobile, a leader in Field Service Management technology.
- Benefits: Inclusive culture, career development, and a supportive work environment.
- Other info: Join a diverse team that values your unique perspective and growth.
- Why this job: Make a real impact by helping customers maximise their investment in innovative solutions.
- Qualifications: 3+ years in Customer Success with SaaS experience, especially in social housing.
The predicted salary is between 45000 - 55000 £ per year.
Totalmobile is the market leader in Field 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 is Connect, a SaaS-based job management solution widely used across the social housing sector to streamline repairs and maintenance processes.
We are looking for an experienced Customer Success Manager to join our team, focusing on customers within the Property and Facilities Management (FM) vertical, particularly across the UK social 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 customer engagement.
As a Customer 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 value realisation across our platform. Your responsibilities will include:
- Maintaining high levels of customer satisfaction
- Driving retention
- Ensuring customers achieve measurable outcomes through consistent and proactive engagement
- Acting as the primary point of escalation
- Working closely with both customers and internal teams to resolve challenges efficiently
- Identifying opportunities for upselling and cross-selling within your accounts
- Helping customers unlock further value while contributing to business growth
- Acting as the voice of the customer within Totalmobile, sharing insights that help shape product development and innovation
The ideal candidate will have at least three years’ 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. Crucially, you will have experience working within or supporting software products used in the UK social housing sector (for example, housing repairs, asset management, scheduling, workforce management, or similar operational systems).
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.
Here 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 in their journey with us.
Customer Success Manager (P&FM) employer: TotalMobile
Totalmobile is an exceptional employer that prioritises employee growth and inclusivity, making it a fantastic place for a Customer Success Manager to thrive. With a strong commitment to diversity and a supportive work culture, employees are encouraged to develop their skills while contributing to meaningful outcomes in the social housing sector. The company offers unique opportunities to engage with innovative SaaS solutions, ensuring that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (P&FM)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TotalMobile. 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 TotalMobile 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 (P&FM)
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 TotalMobile:Your cover letter is your chance to shine! Tell us why you want to work at TotalMobile 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 TotalMobile!
How to prepare for a job interview at TotalMobile
✨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.
