Customer Success Manager
* Permanent/Full time
* Site & Office based
* Location: Bermondsey (SE1)
* Competitive Salary + Benefits
Company Overview:
Firetecnics: London’s trusted LPCB-certified fire safety compliance partner, for over 35 years
Firetecnics is one of London’s most trusted LPCB-certified fire safety company, with one of the best reputation within the industry for over 35 years.
Firetecnics is part of the Helix International Group Ltd, which is experiencing growth of 30% year on year.
Expanding in London and serving the Property industry.
Position Overview:
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.
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.
Responsibilities:
Client Relationship Management
* Build and maintain strong, long-term relationships with existing property management clients.
* Maintain and grow a defined portfolio of property management and facilities clients
* Serve as the primary point of contact for client portfolios, ensuring all service needs and expectations are met.
* Proactively identify opportunities to upsell Preventative Planned Maintenance (PPM) contracts and introduce additional fire system solutions not currently covered under existing agreements.
* Drive contract renewal rates of 90%+ for PPM agreements.
* Generate referrals by fostering trust and delivering consistent, high-quality support.
Sales & Revenue Growth
* Achieve a minimum 20% year-on-year growth on top of the existing contracted maintenance portfolio.
* Expand revenue through additional PPM maintenance contracts and remedial/small works, with a combined annual target of approximately £400,000 in new business.
* Develop account plans to increase each client’s “share of wallet” by promoting new system coverage, monitoring services, and compliance audit.
* Prepare and present tailored proposals for PPM contracts, remedial works, and system upgrades.
* Collaborate with the sales and operations teams to support overall business growth through consultative, relationship-based selling.
Customer Experience & Service Excellence
* Liaise with the service and operations departments to ensure timely delivery of maintenance schedules and corrective works.
* Monitor client satisfaction and address any service concerns promptly.
* Coordinate cross-departmental efforts to streamline processes, reduce response times, and optimise service outcomes.
* Collaborate with the Service Sales team to ensure achievement of monthly sales pipeline and conversion goals
Training & Customer Enablement
* Deliver tailored client training programs on our operational software and customer portals, ensuring clients understand how to access reports, service records, and compliance data.
* Support clients in achieving maximum value from our digital platforms and communication tools.
* Ensure 100% of clients are active users of the customer portal and can access reports and compliance data.
* Promote digital engagement to reduce administrative touchpoints and improve client self-service.
Reporting & Process Improvement
* Track and report on customer engagement, retention, and revenue growth metrics.
* Provide feedback and insights to internal teams to improve service delivery, operational efficiency, and customer experience.
* Provide monthly portfolio performance reports to the Managing Director with analysis and action plans for underperforming accounts.
Experience:
* Proven experience in customer success, account management, or service delivery, ideally within the fire systems, building services, or facilities maintenance sector.
* Strong understanding of Preventative Planned Maintenance (PPM) and fire safety compliance standards.
* 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.
* Strong sales acumen with the ability to identify opportunities and close deals within existing accounts.
* Experience delivering client training or software onboarding sessions is highly desirable.
* Proficiency with CRM systems and customer portals.
Personal Attributes
* Customer-focused with a proactive, solution-oriented mindset.
* Highly organised and detail oriented.
* Confident communicator and relationship builder.
* Self-motivated with a drive to exceed targets and expectations.
* Collaborative and adaptable in a fast-paced service environment.
Why Join us?
* Competitive salary and commission-based incentives linked to performance and gross profit.
* Defined commission structure
* Opportunity to achieve 20% annual growth above the existing maintenance contract portfolio.
* Ongoing professional development and training.
* Opportunity to play a key role in growing an essential life-safety service business.
* Supportive team culture with strong operational backing.
How to Apply:
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.
Apply now to become part of Firetecnics and contribute to our ongoing success in delivering high-quality fire safety solutions.