Customer Success Manager

Description

This role will manage a portfolio of property management clients, ensuring they receive exceptional service and value from our fire systems maintenance solutions. You’ll act as the key liaison between clients and our service department—promoting seamless communication, efficient delivery, and a world-class customer experience.

• Develop account plans to increase each client’s “share of wallet” by promoting new system coverage, monitoring services, and compliance audit.
• Generate referrals by fostering trust and delivering consistent, high-quality support.
• Coordinate cross-departmental efforts to streamline processes, reduce response times, and optimise service outcomes.
• Proactively identify opportunities to upsell Preventative Planned Maintenance (PPM) contracts and introduce additional fire system solutions not currently covered under existing agreements.
• Maintain and grow a defined portfolio of property management and facilities clients
• Expand revenue through additional PPM maintenance contracts and remedial/small works, with a combined annual target of approximately £400,000 in new business.
• Build and maintain strong, long-term relationships with existing property management clients.
• Collaborate with the sales and operations teams to support overall business growth through consultative, relationship-based selling.
• Promote digital engagement to reduce administrative touchpoints and improve client self-service.
• Ensure 100% of clients are active users of the customer portal and can access reports and compliance data.
• Drive contract renewal rates of 90%+ for PPM agreements.
• Provide monthly portfolio performance reports to the Managing Director with analysis and action plans for underperforming accounts.
• Serve as the primary point of contact for client portfolios, ensuring all service needs and expectations are met.
• Liaise with the service and operations departments to ensure timely delivery of maintenance schedules and corrective works.
• Track and report on customer engagement, retention, and revenue growth metrics.
• Deliver tailored client training programs on our operational software and customer portals, ensuring clients understand how to access reports, service records, and compliance data.
• Prepare and present tailored proposals for PPM contracts, remedial works, and system upgrades.
• Collaborate with the Service Sales team to ensure achievement of monthly sales pipeline and conversion goals
• Provide feedback and insights to internal teams to improve service delivery, operational efficiency, and customer experience.
• Monitor client satisfaction and address any service concerns promptly.
• Support clients in achieving maximum value from our digital platforms and communication tools.

Requirements

If you are an experienced Customer Success Manager within Fire Protection or similar and you are looking to take the next step in your career with a reputable and growing company, we want to hear from you.

We are seeking a proactive and customer-focused Customer Success Manager to strengthen relationships with existing clients, enhance customer satisfaction, and drive revenue growth through PPM contract renewals, system upgrades, and referrals.

• Proficiency with CRM systems and customer portals.
• Proven experience in customer success, account management, or service delivery, ideally within the fire systems, building services, or facilities maintenance sector.
• Strong sales acumen with the ability to identify opportunities and close deals within existing accounts.
• Excellent interpersonal and communication skills, with the ability to build trust and rapport at all levels.
• Skilled in cross-departmental coordination, with a track record of improving processes and customer outcomes.
• Collaborative and adaptable in a fast-paced service environment.
• Highly organised and detail oriented.
• Customer-focused with a proactive, solution-oriented mindset.
• Strong understanding of Preventative Planned Maintenance (PPM) and fire safety compliance standards.
• Confident communicator and relationship builder.
• Experience delivering client training or software onboarding sessions is highly desirable.

Benefits

• Ongoing professional development and training.
• Achieve a minimum 20% year-on-year growth on top of the existing contracted maintenance portfolio.
• Opportunity to play a key role in growing an essential life-safety service business.
• Opportunity to achieve 20% annual growth above the existing maintenance contract portfolio.
• Competitive Salary + Benefits
• Supportive team culture with strong operational backing.
• Competitive salary and commission-based incentives linked to performance and gross profit.

Training + Development

Interview process

Visa Sponsorship

Security clearance