Customer Success Manager

Job summary:

You will be the customer's main contact after the sale and their voice inside Wickfield Labs. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote, open to candidates across the UK. Normal working hours, Monday to Friday.

What you'll be doing:

• Lead kickoff calls and onboarding plans with new customers
• Drive renewals alongside the commercial team, starting 120 days out
• Escalate product bugs and feature requests through Jira with clear context
• Flag expansion opportunities to the account executive or account manager
• Create help centre articles when the same question keeps coming up
• Recruit happy customers for references and case studies

Qualifications:

• 3-5 years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Also helpful:

• Background in healthcare, logistics or financial services customers
• Zendesk or Intercom experience
• Experience with usage-based pricing

What we offer:

Salary range: £41,000 - £56,000 per annum

• Workplace pension
• 25 days holiday plus bank holidays
• Long service awards

Who we are:

Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. Wickfield Labs builds scheduling and dispatch software for field service companies, from two-truck plumbing outfits to regional HVAC contractors.

Please send your CV. A cover letter is welcome but not required.

This role is subject to a basic DBS check.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wickfield Labs Ltd.