Client Services & Success Manager

your Jared; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

your Jared is partnering with a growing SaaS business delivering property and business management solutions to customers across the UK. They are looking for a Client Services & Success Manager to lead the Client Services function and drive excellent customer outcomes.

In this leadership role you’ll coach the team, own Professional Services performance and major software implementations, strengthen client relationships and maximise value from the platform, including a transition from Zendesk to

Qualifications

• Experience leading customer-facing teams in SaaS/PropTech environments.
• Proven track record of delivering revenue or services targets.
• Experience delivering software implementations and onboarding programs.
• Strong project and stakeholder management skills.
• Ability to balance strategic leadership with hands-on client engagement.
• Excellent communication and data-driven decision making.

Responsibilities

• Lead, coach and develop the Client Services team.
• Own Professional Services performance, including revenue, utilisation and delivery.
• Identify, scope and convert Professional Services opportunities.
• Build and maintain strong relationships with key customers.
• Lead complex software implementation and migration projects.
• Drive customer retention, engagement and service excellence.
• Own performance of Client care/helpdesk including ticket prioritisation and SLA.
• Manage escalations and oversee client care performance.
• Use helpdesk data to improve service.
• Partner with Sales, Product, Engineering and Technical teams to deliver successful outcomes.
• Support complex sales opportunities through client discovery sessions and product demonstrations.
• Utilise data, technology and AI-driven approaches to improve efficiency and decision-making.
• Lead a transition from Zendesk to Hubspot.

Skills

Team leadership

Customer success

Project management

Stakeholder management

Sales opportunities

Data analysis

PropTech experience

Technical aptitude

Tools

Zendesk

HubSpot

CRM systems

Job description

We're partnering with a growing SaaS business that delivers property and business management solutions to customers across the UK. Their platform sits at the heart of clients' day-to-day operations, supporting everything from financial management and reporting through to property administration and customer service.

As the company continues to expand, they're looking for a Client Services & Success Manager to lead their Client Services function and drive excellent customer outcomes.

The Opportunity

This is a leadership role for someone who enjoys developing people but doesn't want to move away from customer engagement, service delivery and commercial responsibility.

You'll lead a team responsible for customer success, professional services and project delivery, taking ownership of client retention, service quality, professional services performance and major software implementation and migration projects. You'll also work closely with customers, helping them maximise value from the platform while identifying opportunities for additional services and consultancy support.

Key Responsibilities

• Lead, coach and develop the Client Services team.
• Own Professional Services performance, including revenue, utilisation and delivery.
• Identify, scope and convert Professional Services opportunities.
• Build and maintain strong relationships with key customers.
• Lead complex software implementation and migration projects.
• Drive customer retention, engagement and service excellence.
• Own performance of Client care/helpdesk function, including ticket prioritisation, resolution, backlog and SLA performance.
• Manage escalations and oversee client care performance.
• Use helpdesk data and recurring ticket themes to improve service.
• Partner closely with Sales, Product, Engineering and Technical teams to deliver successful outcomes.
• Support complex sales opportunities through client discovery sessions and product demonstrations.
• Utilise data, technology and AI-driven approaches to improve efficiency and decision-making.
• Lead a transition from Zendesk to Hubspot.

About You

We're looking for an experienced customer-facing leader with a background in Customer Success, Client Services or Professional Services within a SaaS, software, technology or PropTech environment.

You'll ideally bring:

• Experience managing and developing high-performing teams.
• Strong commercial awareness and experience working towards revenue or services-related targets.
• A track record of identifying and winning additional client work.
• Experience delivering software implementations, onboarding programmes or client projects.
• Strong project management and stakeholder management skills.
• The ability to balance strategic leadership with hands-on client engagement.
• Good technical aptitude and confidence working with software platforms, systems and data.
• Strong financial and accounting knowledge.
• A proactive approach to problem-solving, continuous improvement and adopting new technologies.

Why Apply?

This is an opportunity to join a growing software business where you'll have genuine influence over the customer experience, the development of a key client-facing team and the future direction of the services function. With a remote-first culture, regular opportunities to connect with colleagues and customers, and a strong focus on innovation and continuous improvement, it's an excellent opportunity for someone looking to make a real impact while building their leadership career.