Client Success Partner, Commusoft
£37-42k
More information about location
2+ days a week in office
Field service management software
Open for applications
Field service management software
21-100 employees
Open for applications
£37-42k
More information about location
2+ days a week in office
21-100 employees
Company mission
To educate and empower field service companies to provide world-class customer journeys.
Role
Who you are
- If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft
- B2B SaaS Experience: 2 years experience supporting or managing relationships with clients, including account management, retention, or commercial engagement within a B2B SaaS environment
- Commercial Acumen: Proven ability to identify and act on up-sell, cross-sell, and expansion opportunities in a consultative, value-first manner. Experience managing and closing contract renewals
- Relationship-Building: You excel at building trust, listening actively, and tailoring your approach to different client personalities and needs
- Strategic Mindset: Deep understanding of our industry, our verticals, and our Ideal Client Profiles (ICPs). Ability to connect product capabilities to tangible business outcomes and ROI
- Communication Excellence: Clear, empathetic, and professional communication skills, both verbal and written. Strong ability to handle challenging conversations and manage client expectations
- Proactive Management: Demonstrated ability to manage client health scores, anticipate challenges, and execute proactive strategies to mitigate churn risk
- Organised & Adaptable: Skilled at managing a diverse book of business, multiple clients, and priorities, while staying flexible as client needs evolve
- Collaboration: Proven track record of working effectively across internal teams to resolve client issues and drive departmental success
- Open door so feel free to come in more if you'd like! Please note that for the first month you will be required to come in full-time 8.30am-5.30pm
What the job involves
- Our specialisation ensures that client sentiment remains the foundation of our success, where our expert, targeted service consistently stands out as Commusoft’s key differentiator
- At the heart of Commusoft's success lies our Client Operations, a unified, strategic powerhouse dedicated to maximising client value
- Our core mission is the dual pursuit of outstanding client sentiment and driving our Net Retention Rate
- We are not just Support; we are dedicated partners, transitioning from a reactive model to a specialised, proactive system designed for scalable growth and deep client empowerment
- Client Success: We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement
- We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates
- Technical Support: We are the expert problem-solvers, providing advanced, complex technical resolution
- We leverage data and streamlined processes to proactively build a continually improving service model that not only fixes issues but also builds client confidence and deepens satisfaction
- Knowledge & AI Enablement: We are the central engine for empowerment and scalability, curating all internal and external knowledge
- This drives AI-powered first-line assistance, equipping clients and employees with the self-service resources required for instant answers and independent success, directly improving the client experience
- Relationship & Engagement: Build and maintain strong, trusted relationships with clients throughout their lifecycle. Serve as their go-to advisor, regularly engaging to understand their evolving needs and identify pain points. You are the central point of communication for clients
- Commercial Management: Directly manage all aspects of the contract renewal lifecycle, including administration, negotiation, and execution. You are responsible for identifying, pursuing, and closing expansion opportunities (upselling add-ons, increasing user count)
- Strategic Partnering: Take the time to understand each client’s business goals and priorities. Provide tailored recommendations that align our product's features with their core business objectives and position our solutions as enablers of their long-term success
- Proactive Risk Management: Regularly engage with clients via check-ins and on-site meetings to uncover evolving needs, prevent potential issues, and spot churn risks before they arise. Develop and execute action plans that reinforce trust and retention
- Business Reviews & Growth: Lead insightful business review sessions with clients to showcase value delivered, highlight opportunities for deeper product use, and drive the adoption of key features
- Advocacy & Feedback: Act as the client’s voice within the business, sharing commercial and feature feedback with Product and Engineering teams and advocating for client needs across all internal departments
- Cross-Functional Support: Collaborate closely with the Technical Success Consultants to gain insight into complex client pain points and ensure the client receives the necessary technical guidance for resolution
Application process
- We usually respond within a week
Salary benchmarks
Our take
Though field services companies are vital for the continued operation of just about everything, they have lagged behind other industries in having specialised solutions for managing their operations. Commusoft exists to change that, providing plumbers, electricians, builders, and trades companies of all stripes with a platform that allows businesses to plan and schedule jobs, provide costing and quotes to customers, and handle client communications from a single application.
While other companies are operating in the field, Commusoft stands out in the market with its focus on its simplicity and digital invoicing functionality which is far more flexible than that provided by competitors.
Commusoft was founded in the UK but in 2019 began its international expansion, opening an office in Chicago to grow into the North American market. Having established a strong presence in the UK its main objective is currently to grow its market share in the US, recruiting teams on both sides of the Atlantic to capture a piece of the enormous American field services sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Jason Morjaria
(Founder & CEO)Prior to founding Commusoft, Jason founded Oprillo and spent nearly 10 years at Pay2bill as a Consultant.
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