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Senior Customer Success Manager, Strategic Accounts
Joblogic · Birmingham
Full time On sitedescription Job Description
<div class="content-intro"><h3><strong>The Joblogic Story</strong></h3>
<p>Established in 1998, <strong>Joblogic</strong> is the UK’s #1 <strong>Field Service Management</strong> (FSM) software platform. We are a global business with offices in the <strong>UK</strong>, <strong>Pakistan</strong>, and <strong>Vietnam</strong>. Since our management buy-out in 2013, we have grown from <strong>~£500K </strong>ARR to <strong>~£35M+ </strong>ARR and expanded our team from 11 to 500+ people.</p>
<p>Recently, we secured a strategic growth investment from <strong>Vista Equity Partners </strong>— a global technology investor specialising in enterprise software. This investment includes over <strong>£100</strong> million in new primary capital and will fuel our next phase of growth by accelerating our <strong>AI-first roadmap</strong>, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.</p>
<p>With <strong>Vista’s </strong>backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship, and we’d love for you to join us on our journey to <strong>£100M </strong>ARR across international markets.</p>
<p><strong>Joblogic </strong>provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over <strong>100,000</strong> users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.</p></div><p><strong><span data-contrast="none">About the role:</span></strong><span data-ccp-props="{"335559738":300,"335559739":80}"> </span></p>
<p><span data-contrast="auto">As Senior Customer Success Manager, Strategic Accounts, you will own a portfolio of Joblogic’s most complex, high-value enterprise customers — accountable for retention, expansion, and long-term value realisation across every account in your book.</span><span data-ccp-props="{"335559738":60,"335559739":60}"> </span></p>
<p><span data-contrast="auto">This is not a reactive support role. You will operate as a trusted commercial partner to your customers — diagnosing value gaps, influencing senior stakeholders, building structured success plans, and driving the adoption that leads directly to retention and growth. You will be expected to identify and close expansion opportunities independently, lead executive-level commercial conversations, and protect revenue through deep understanding of customer outcomes.</span><span data-ccp-props="{"335559738":60,"335559739":60}"> </span></p>
<p><span data-contrast="auto">You will sit within Joblogic’s newly built Strategic CS function, working closely with the Senior Manager, Strategic Accounts and partnering with Sales, Product, Implementation, and Support as the business scales internationally.</span><span data-ccp-props="{"335559738":60,"335559739":60}"> </span></p>
<p><strong><span data-contrast="none">What your main focus will be:</span></strong><span data-ccp-props="{"335559738":300,"335559739":80}"> </span></p>
<p><strong><span data-contrast="none">Commercial ownership and growth</span></strong><span data-ccp-props="{"335559738":120,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Own a defined portfolio of strategic accounts with clear GRR and NRR targets — accountable for both retention and expansion outcomes.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Identify, qualify, and close expansion opportunities including licence growth, marketplace adoption, and professional services — independently, without reliance on a sales overlay.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Build and execute value realisation plans that directly connect Joblogic platform adoption with measurable customer business outcomes.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Lead renewal conversations using a commercial, value-led approach — ensuring customers can clearly articulate the ROI of their Joblogic investment.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Partner with customers to define success metrics, track realised value over time, and continuously raise the bar on what great looks like.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Value and risk management</span></strong><span data-ccp-props="{"335559738":120,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Proactively identify accounts that are not realising value — regardless of stated sentiment or absence of complaints.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Diagnose root causes of low adoption, weak ROI, stakeholder disengagement, or commercial misalignment.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Develop and execute structured recovery plans for at-risk accounts, coordinating internal resources where needed to protect revenue.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Confidently challenge customers where behaviour or expectations are limiting value — acting as a trusted advisor, not an order-taker.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">Use health scores, usage data, and commercial signals to forecast renewals and churn risk accurately and early.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Stakeholder engagement</span></strong><span data-ccp-props="{"335559738":120,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto">Build and maintain multi-threaded relationships across operational, commercial, and C-suite stakeholders within your customer base.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto">Run structured Executive Business Reviews and strategic success planning sessions focused on outcomes, ROI, and forward-looking growth ambitions.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto">Tailor communication and commercial messaging to different stakeholder priorities across complex enterprise organisations.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto">Act as the customer’s internal advocate while maintaining commercial discipline and revenue accountability.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Data, insight, and execution</span></strong><span data-ccp-props="{"335559738":120,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto">Maintain accurate and timely forecasting of renewals, expansion pipeline, and churn risk within Joblogic’s CRM and CS tooling.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1"><span data-contrast="auto">Document value cases, risks, success plans, and account intelligence clearly for internal visibility and team alignment.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="17" data-aria-level="1"><span data-contrast="auto">Share customer insight that informs Product, pricing, and go-to-market decisions across the business.</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font=&qu
lightbulb_outline Skills Required
Customer Success - Joblogic
Job Details
payment Salary: Negotiable
work Type: Full time
business Mode: On site
visibility Views: 1
people Applications: 0
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