Customer Success Manager

Bellrock Property and Facilities Management; Liverpool; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading property and facilities management company in Liverpool is seeking a Customer Success Manager to foster customer relationships and ensure the successful adoption of their SaaS platforms. This role requires managing a portfolio of accounts, collaborating with cross-functional teams, and engaging with customers through workshops and community platforms. Ideal candidates will have SaaS experience, strong communication skills, and a degree in a relevant field.

Benefits

25 days annual leave plus bank holidays

Salary exchange pension scheme

Health Assured employee assistance and wellness program

Enhanced paternity and adoption leave

Cycle to work scheme

Healthcare Cashplan

Virtual GP

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar roles.
• Strong skills in relationship-building and communication.
• Experience with CRM tools and customer success platforms.

Responsibilities

• Manage customer relationships and act as their primary point of contact.
• Conduct regular performance reviews to maintain strategic alignment.
• Support the launch and growth of the Customer Community platform.

Skills

3+ years in a SaaS customer-facing role

Strong relationship-building and communication skills

Experience using CRM tools

Ability to analyse customer data

Customer obsessed and outcome driven

Collaborative team player

Education

Bachelor’s degree in Business, Marketing, Computer Science, or related field

Tools

HubSpot

Job description

Customer Success Manager

Liverpool (hybrid working)

As a Customer Success Manager at Bellrock Technologies, you will be a trusted partner to our customersensuring they realise maximum value from our SaaS platforms. You’ll manage a portfolio of accounts, build strong relationships, and help customers adopt and optimise 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 prioritise 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 analyse 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.
• Organised 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, 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 would like to attract talent from all corners of the world for this role. Or 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 necessarily just the right person for this role

Apply today.