At Airbox Systems, it will.
Our friendly team includes members with backgrounds in military, aviation and law enforcement. Whilst we celebrate the diversity of our team members, there are certain values and attributes that we all share. Whatever your background, these are the qualities we’re looking for in the people we hire: Commitment, positive realism, ethics, accountability, humanity, quality, and delight.
We are seeking an experienced Customer Solutions Partner Team Manager to join our Revenue department’s senior leadership team. This pivotal role will lead a team of Customer Solutions Partners responsible for managing client relationships, driving product adoption, ensuring retention, and expanding revenue opportunities within our existing customer base.
Lead, mentor, and develop a high-performing team of Customer Solutions Partners
Establish clear performance metrics and conduct regular reviews to ensure team success
Create professional development plans for team members to support career growth
Customer Success Strategy & Execution
Collaborate with Revenue department leadership to define and implement customer success strategies that drive renewal and expansion
Develop and implement best practice for customer engagement, adoption, and success
Oversee customer retention initiatives and proactively address at-risk accounts
Partner with Sales, Marketing, Support, and Product teams to ensure aligned customer experiences
Work with team members to identify upsell and cross-sell opportunities within accounts
Develop strategic account plans for key customers to maximise lifetime value
Analyse customer data to identify trends and opportunities for revenue growth
Report on key performance indicators to senior leadership, including churn risk, expansion opportunities, and customer satisfaction metrics
Refine customer success processes, playbooks, and methodologies to increase efficiency
Utilise customer success platforms and tools to optimise workflows and reporting
5+ years of direct customer success experience in a B2B SaaS environment
~3+ years of people management experience, with proven ability to build and lead high-level performing teams
~ Experience managing enterprise-level customer relationships
~ Strong understanding of customer success methodologies and best practices
~ Experience with customer success platforms and tools (e.g. Gainsight, Totango, Salesforce, etc.)
~ Excellent communications and relationship-building skills at all organisational levels
~ Data-driven approach to decision making and performance management
~ Bachelor’s degree or equivalent experience
Background in tech used by emergency services and/or public sector or with similar tech solutions
History of scaling customer success teams during company growth phases
Knowledge of change management principles and methodologies
A dynamic, flexible and fun scale-up work environment.
~26 days of holiday per year plus public holidays.
~ Private medical coverage with Bupa in addition to a yearly Wellbeing Allowance.
~ Pension scheme, offering up to 6% matching contribution.
~ Electric Car Scheme.
Flexible & Hybrid Working Locations:
Work in a way that’s best for you, whether that is in the office… or not.
Work better from home? Prefer the office? We have a mandatory in-office Town Hall day each spring and autumn (two days yearly) during which the entire business gets together. When you visit the office, you won’t find rows and rows of desks. You’ll meet colleagues on walking pads, planning sessions over a game of tennis table or grabbing bean bags in our “Quality” collaborative space. We only accept CV submissions for roles briefed to agencies by our Talent Acquisition team. Please don’t pull the attention of our Support team away from servicing our customers.