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)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Totalmobile on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Totalmobile's products inside out. Dive into their Connect solution and think about how you can help customers maximise their ROI. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use metrics to back up your claims – numbers speak volumes in this game.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re genuinely interested in joining the Totalmobile team.
We think you need these skills to ace Customer Success Manager (P&FM)
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 experience in SaaS solutions and the social housing sector, as this will show us you understand our market and can hit the ground running.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've driven customer success, improved satisfaction, or increased ROI in your previous roles. Numbers speak volumes!
Be Authentic:We value authenticity, so let your personality shine through in your application. Share your passion for customer success and how you connect with clients. This helps us see if you’re a good fit for our inclusive culture.
Apply Through Our Website:For the best chance of getting noticed, apply directly through our website. It’s the quickest way for us to receive your application and ensures it lands in the right hands. We can’t wait to hear from you!
How to prepare for a job interview at TotalMobile
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics that define success in customer success management, especially in the SaaS space. Be ready to discuss how you’ve driven ROI and customer satisfaction in previous roles, as this will show your understanding of what Totalmobile values.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex challenges you've faced in customer success and how you resolved them. Highlight your ability to navigate tricky situations and maintain strong relationships, as this is crucial for the role at Totalmobile.
✨Understand the Social Housing Sector
Familiarise yourself with the specific needs and challenges of the UK social housing sector. Being able to speak knowledgeably about how Totalmobile’s solutions can streamline processes will demonstrate your commitment and readiness to contribute from day one.
✨Emphasise Your Communication Skills
Since building relationships is key in this role, be prepared to discuss how you communicate with stakeholders at all levels. Share examples of how you’ve successfully engaged customers and internal teams to drive adoption and satisfaction.
