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., Customer Relationship Management
Key Responsibilities
* 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.
Qualifications
* 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.
Benefits
* 25 days annual leave plus bank holidays + 1 additional day as a thank you.
* Salary exchange pension scheme.
* Life cover.
* Paid sick leave.
* Health assured employee assistance and wellness program.
* Enhanced maternity, 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.
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