Customer Success Manager

Bellrock Group; Liverpool; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A technology solutions provider in Liverpool is seeking a Customer Success Manager to enhance customer value from its SaaS platforms. You will manage client relationships, support product usage, and contribute to customer community initiatives. Successful candidates should have at least 3 years in customer-facing roles, strong communication skills, and a solid understanding of CRM tools. The position offers hybrid working and a comprehensive benefits package.

Benefits

25 days annual leave plus bank holidays

Salary exchange pension scheme

Life cover

Paid sick leave

Wellness program

Enhanced parental leave

Qualifications

• 3+ years in a SaaS customer-facing role.
• Experience using CRM tools and customer success platforms.
• Familiarity with IWMS or CAFM platforms is a plus.

Responsibilities

• Manage a portfolio of customers and act as their primary point of contact.
• Conduct regular meetings to review performance and maintain alignment.
• Support customer community platform growth and engagement.

Skills

Customer-focused approach

Relationship-building

Communication skills

Data analysis

Team collaboration

Education

Bachelor’s degree in Business or related field

Tools

CRM tools (preferably HubSpot)

Job description

Job Description

Customer Success Manager

Liverpool (hybrid working)

As a Customer Success Manager at Bellrock Technologies, you will be a trusted partner to our customers—ensuring they realize maximum value from our SaaS platforms. You’ll manage a portfolio of accounts, build strong relationships, and help customers adopt and optimize their use of Concerto, Mobiess, Wiggledesk, and future offerings.

You’ll work closely with cross-functional teams including Product, Enablement, Support, and Sales to deliver a seamless customer experience. You’ll also play a key role in driving engagement with our new Customer Community platform and contributing to the continuous improvement of our customer success practices.

Key Responsibilities

Customer Relationship Management

• Own and nurture relationships with a portfolio of customers, acting as their primary point of contact.
• Understand customer goals and align product usage to deliver measurable outcomes.
• Conduct regular MBRs and QBRs to review performance, surface opportunities, and maintain strategic alignment.

Product Expertise & Enablement

• Become a subject matter expert in Bellrock Technologies’ product suite.
• Guide customers through best practices, use cases, and product capabilities.
• Identify customer training needs and collaborate with the Product Enablement Manager to ensure delivery.

Customer Community & Engagement

• Support the launch and growth of the Customer Community platform.
• Encourage customer participation, share insights, and help build a vibrant peer-to-peer support environment.
• Deliver best practice workshops and product health checks to drive adoption and value.

Communication & Advocacy

• Contribute to customer communications including release notes, webinars, and community updates.
• Capture and share customer feedback to inform product development and service improvements.
• Advocate for customer needs internally and help prioritize enhancements that drive impact.

Retention & Growth

• Monitor customer health and proactively address risks to satisfaction or renewal.
• Identify and support upsell opportunities in collaboration with the Sales team.
• Help reduce churn and increase customer lifetime value.

Skills & Experience

• 3+ years in a SaaS customer-facing role (Customer Success, Account Management, or similar).
• Strong relationship-building and communication skills.
• Experience using CRM tools (preferably HubSpot) and customer success platforms.
• Ability to analyze customer data and translate insights into action.
• Familiarity with IWMS or CAFM platforms is a plus.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Customer-obsessed and outcome-driven.
• Confident communicator and active listener.
• Organized and able to manage multiple priorities.
• Curious, proactive, and eager to learn.
• Collaborative team player who thrives in a fast-paced environment.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

• 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
• Salary exchange pension scheme
• Life cover
• Paid sick leave
• Health Assured employee assistance and wellness program
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes: Cycle to work
• Holiday purchase scheme of additional 5 days per year
• Offers and discount scheme designed to save money on everyday shopping and essentials
• Healthcare Cashplan
• MotorSave Scheme
• Refer a friend
• Liftshare
• Virtual GP

Why Bellrock?

Our people are our passion, so we’re all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be.

We welcome talent from all over the world for this role. Our commitment is to an equitable recruitment process, so feel free to apply in any way that suits you. We are looking for the right person, not just for this role.

Apply today.