Totalmobile Ltd
Customer Success Manager
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Join a business transforming field service on a global scale
At Totalmobile, we're on a mission to improve the lives of mobile workers through market-leading Field Service Management technology.
This is an exciting time to join our business. Following the launch of our innovative Field First Platform, our expansion into international markets including Australia and Canada, and our merger with Solvares Group, we've entered a new phase of growth and innovation. Together, we have created one of the most comprehensive providers of field service and workforce optimisation technology globally, supporting more than 4,000 customers across Europe, the UK and Australasia.
Our technology helps organisations connect workforce planning, optimisation and field execution, enabling frontline teams to deliver essential services more efficiently and effectively.
From healthcare and housing to telecommunications, facilities management and infrastructure, we help organisations improve productivity, customer experience and operational performance through smarter field operations.
The Role
As a Customer Success Manager, you will play a key role in ensuring our customers achieve measurable value from their investment in Totalmobile solutions. Working within our Customer Success team, you will develop trusted relationships with customer stakeholders, drive engagement and adoption, and ensure customers achieve their desired business outcomes.
You'll maintain the health and retention of your customer portfolio, deliver a consistent engagement programme, and act as a strategic partner throughout the customer lifecycle. Your focus will be on helping customers maximise the value of our solutions while supporting long-term growth and customer advocacy.
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What You'll Be Doing
As a Customer Success Manager, you will work closely with the Vertical Managing Director and wider Customer Success team to support customer retention, onboarding and adoption initiatives across your portfolio. You will keep customers engaged, help them get value from their investment, and deliver a consistently high-quality experience throughout their journey with Totalmobile.
You will create and execute customer engagement plans, monitor customer health and satisfaction, and act as the primary point of escalation when issues arise. Working collaboratively with Product, Professional Services, Support and Commercial teams, you will help resolve challenges efficiently while championing the customer's needs across the business.
You will also identify opportunities to expand the value customers receive from Totalmobile through additional solutions and services. As our business continues to evolve and grow internationally, you will contribute to the development of Customer Success processes, tools and best practices that support scale and continuous improvement.
About You
We're looking for someone who is passionate about customer success and genuinely enjoys building strong, lasting relationships. You will be an excellent communicator with the ability to influence stakeholders at all levels, balancing customer needs with commercial objectives.
You will be highly organised, outcomes-focused and comfortable working in a fast-paced software environment. You will enjoy solving problems, managing competing priorities and helping customers achieve meaningful business results through technology.
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Skills & Experience
You will have a minimum of three years' experience in Customer Success, Customer Relationship Management or Account Management within a SaaS or software environment, along with a proven track record of managing complex customer relationships with Annual Recurring Revenue (ARR) exceeding £500,000.
You will possess strong stakeholder management and relationship-building skills, excellent communication and presentation abilities, and experience driving customer adoption, retention and growth. You will also have strong problem-solving capabilities and the ability to manage customer issues effectively in a dynamic and evolving environment.
Experience working with Field Service Management, Workforce Management, CRM or ERP solutions would be advantageous, as would experience within a scale-up, high-growth or private equity-backed technology business.
Here at Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
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