Job Context

As a Customer Success Manager, you will be the trusted partner to your customers throughout their journey. You’ll maintain regular, strategic communication, helping them maximise the platform, resolve challenges and adopt new features. Alongside this, you’ll manage a healthy pipeline of upsell and expansion opportunities, delivering confident, value-led conversations that support revenue growth.

What You’ll Do

• Maintain consistent, proactive communication with your customer portfolio to drive retention and long-term success.

• Build trusted relationships, understand customer goals and guide them through the full lifecycle.

• Identify workflow inefficiencies and help customers get more value from their software.

• Present updates, new features and best practices to encourage product adoption.

• Manage a pipeline of upsell, cross-sell and training opportunities — delivering value-based commercial conversations.

• Provide support and guidance via calls, site visits and email to ensure a seamless customer experience.

• Collaborate closely across teams to deliver great commercial and customer outcomes.

• Act as a strategic advisor, spotting risks and opportunities within your accounts.

What You’ll Bring

• Experience in customer-facing role - a Customer Success Management, Account Management, or technical implementation role in a SaaS company would be a benefit.

• Have a customer-centric approach, with a desire to deliver the best for our customers.

• Be proactive and enjoy collaborating across teams to deliver great commercial outcomes.

• Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels.

• Experience working with business process software in a customer-facing role would be a benefit.

• Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity.

• Exceptional customer service and troubleshooting/problem solving skills.

• Ability to work effectively under pressure and to perform well in a team dynamic.

What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement

• Private Health Insurance

• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)

• Life Insurance

• Company pension scheme, with 5% employer contribution

• Generous Parental Leave Program

• Paid Volunteer Leave Days

• Public Holiday Exchange Scheme

• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!

• Talent Referral Programme – get rewarded for referring a friend to join our team!

• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment

• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech

• A discounts and cash back scheme

• Casual dress and relaxed office environment

• Happy hours and office games

• Opportunities for career progression and development

• Diverse training & internal networking opportunities across all of our product lines

• Click here to find out more about working at Simpro Group!

Our Core Values

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.  

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.

Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.