Be-Resourcing
Client Services Manager
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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.
- Lead a team responsible for customer success, professional services, and project delivery.
- Take ownership of client retention, service quality, professional services performance, and major software implementation and migration projects.
- Work closely with customers, helping them maximize 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 the performance of the 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.
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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.
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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.
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