Senior SaaS Client Relationship Manager

Guru Systems Limited; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension 5%

Additional annual leave day

Hybrid & flexible working

Work from anywhere 4 weeks/year

Personal development budget

Quarterly company social

Cycle to work scheme

Perkbox with EAP

Volunteering days

Job summary

Guru Systems Limited seeks a Senior SaaS Client Relationship Manager to strengthen relationships with strategic SaaS clients, including housing associations and local authorities. You will oversee onboarding, drive timely SaaS billing, and identify upsell opportunities while collaborating with Sales and Operations to grow existing accounts.

You will lead the SaaS Client Relationship team, ensuring exceptional client experiences and proactive risk management across the customer journey.

Qualifications

• Proven experience managing strategic SaaS clients in B2B settings.
• Strong ability to build trusted relationships with senior stakeholders.
• Experience with onboarding, billing, and upsell cycles in SaaS.

Responsibilities

• Own onboarding of new clients and ensure contract coverage.
• Support monthly and annual SaaS billing activities and maintain records.
• Identify opportunities to expand services and manage SaaS upsell through CRM.
• Line manage the SaaS Client Relationship Manager and coach the team.
• Be the voice of the customer with Product & Development to feed feedback.

Skills

Client relationship management

SaaS experience

CRM systems

Account management

Line management

Data analysis

Stakeholder management

Problem solving

Job description

Want to contribute to a low carbon future?

At Guru Systems you can be part of a team developing technology that is radically reducing carbon emissions and making energy systems more transparent and lower cost for society. Our vision is to accelerate the decarbonisation of heat.

To achieve our vision, we have brought together a fantastic team of extremely talented people from fields that don’t usually overl ap : energy, engineering, IoT, software development and big data analytics.

We’re always on the lookout for talented, passionate people to join the team. If Guru Systems sounds like the place for you, check out our vacancies below.

We’re based at the Leather Market near London Bridge.

Senior SaaS Client Relationship Manager

Want to delight B2B clients while tackling climate change? Join Guru’s mission.

Do you light up when solving clients’ problems and helping them succeed? Are you curious about how data and technology and the internet of things can transform systems?

At Guru Systems you can be part of a team developing heat network metering and billing technology that is radically reducing carbon emissions and making energy systems more transparent and lower cost for society.

About the role

Your mission is to build strong, trusted relationships with our strategic Software as a Service (SaaS) clients, including housing associations, local authorities, ESCo organisations and metering and billing companies. You will become a key point of contact for your clients, ensuring we consistently deliver on our contractual commitments while helping them maximise the value of our software. Through regular engagement, you’ll build long-term partnerships that drive customer satisfaction, minimise churn, and identify opportunities for growth.

You’ll oversee the onboarding of new clients, sites and services, ensuring the appropriate contractual and purchase order coverage is in place and accurately recorded. You’ll also support monthly and annual SaaS billing activities, maintain accurate records, and continually look for opportunities to improve the efficiency of our Success processes.

As a trusted partner to your clients, you’ll identify opportunities to expand existing services and solutions. You’ll manage SaaS upsell opportunities through our CRM, maintaining accurate sales pipelines, forecasts, and quotations, while working closely with the Sales Director and Chief Operations Officer to support the successful growth of existing accounts. Where opportunities arise for complementary hardware or services, you’ll collaborate with the wider Sales team to ensure these are progressed appropriately.

The role includes line management responsibility for the SaaS Client Relationship Manager, providing support, coaching, and development to ensure the team consistently delivers an exceptional client experience.

You’ll act as the voice of the customer across Guru, working closely with our Product & Development teams to ensure client feedback, feature requests and issues are effectively managed. You’ll take ownership of client escalations, proactively identifying potential risks before they elevate and ensuring our clients receive an outstanding experience at every stage of their journey.

This is a varied role combining Client Relationship Management, Customer Success, and Account Management. It will suit someone who enjoys building long-term partnerships, taking ownership, solving problems, and continuously improving the way things are done. Reporting to the Chief Operations Officer, you’ll play a key role in helping Guru Systems deliver an outstanding experience for our clients while supporting the continued growth of our SaaS business.

Essential skills

• Thrives in a fast-paced environment
• Loves administration, extremely organised in terms of your own tasks and your team’s
• High attention to detail and an ability to engender this in others
• Great at building strong relationships
• Confident managing senior level clients
• Confident presenting to seniors
• Calm under pressure and has personal resilience to manage many competing demands, and unhappy clients
• Ability to manage and motivate others
• Can deliver through others, including those not line managing and may be more senior
• Loves data and intermediate spreadsheet ability
• Has an understanding of heat networks or building utilities
• Software as a Service experience
• Line management

Desired skills

• Has worked with local authorities, housing associations, and energy services companies
• What we offer:
• At Guru our Company Values and behaviours are: Own it, Make a difference, Be true, Think big, Be Inclusive and Help each other.
• Health and wellbeing benefits at Guru are:
• Private Medical Insurance with Aviva on passing probation (which includes dental and optical benefits)
• 5% pension with Royal London matched by Guru
• 1 added annual leave day from year 2 (capped at 5 days)
• Hybrid & flexible working
• Work from anywhere in the world 4 weeks of the year
• Personal development budget of £1500 per year
• Quarterly company social
• Quarterly team social
• Cycle to work scheme
• Perkbox with Employee Assistance Programme
• 2 Volunteering days annually

Hybrid working at our London Bridge office twice a week.