{"id":782331,"url":"https://alion.io/job/joblogic-customer-success-manager-saas","title":"Customer Success Manager (SaaS)","company":{"id":678476,"name":"Joblogic","domain":"joblogic.com","url":"https://alion.io/company/joblogic","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":94,"open_postings":19,"ghost_share":0,"stale_share":0,"repost_share":0.053,"time_to_fill_p50_days":77,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":500000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":669289},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-15T14:00:36Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-30T15:55:03Z","board_verified":true,"closed_at":null,"days_open":107,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":105},"description":"The Joblogic Story\nEstablished in 1998, Joblogic is the UK’s #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people.\nRecently, we secured a strategic growth investment from Vista Equity Partners - a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.\nWith Vista’s 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 £100M ARR across international markets.\nJoblogic 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 100,000 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.\nAbout the role:\nAs a Customer Success Manager, you will be responsible for protecting and expanding recurring revenue by ensuring customers realise measurable business value from the Joblogic platform.\nYou will act as a commercial partner to your customers, working closely with operational and executive stakeholders to diagnose value gaps, drive adoption, and build value realisation plans that lead directly to retention, expansion, and long-term customer advocacy.This is not a reactive support role. You will proactively guide customers toward outcomes that justify and grow their investment in Joblogic, confidently challenging where necessary to ensure customers achieve meaningful business results from the platform.\nYou will work cross-functionally with Sales, Product, Implementation, and Support teams to deliver a seamless customer journey while contributing directly to Joblogic’s growth as we scale internationally.\nWhat Your Main Focus Will Be:\nOwn and manage a portfolio of customers with clear retention and expansion targets.\nBuild and execute value realisation plans that connect Joblogic platform usage with customer business outcomes.\nLead renewal conversations and commercial reviews to ensure customers recognise the ROI of their investment.\nIdentify opportunities to expand customer value through licence growth, marketplace adoption, and additional services.\nProactively identify customers at risk of churn by analysing adoption, usage data, and engagement signals.\nDevelop and execute recovery strategies for customers who are not fully realising value.\nBuild strong multi-threaded relationships across operational, commercial, and executive stakeholders.\nRun structured account reviews and success planning sessions focused on measurable outcomes and future value.\nUse data and customer insights to track adoption, forecast renewals, and identify growth opportunities.\nCollaborate with Product and Engineering teams to share customer insights that influence product improvements and roadmap priorities.\nMaintain clear internal documentation of customer health, risks, opportunities, and success plans.\nJoblogic Values:\nAt Joblogic, we expect our team members to champion and embed our core values across their work and customer interactions:\nRespect - We value every individual and treat colleagues and customers with professionalism, fairness, and empathy.\nObsession with Customers - We place customer outcomes at the centre of everything we do, striving to deliver meaningful value and exceptional experiences.\nAccountability - We take ownership of our actions, decisions, and results, holding ourselves and each other to high standards.\nRethink Tomorrow - We embrace innovation, challenge the status quo, and continuously improve how we work to shape a better future.\nAs a Customer Success Manager, you will play a key role in ensuring these values are reflected in every customer relationship and interaction.\nWhat You Bring:\nExperience in Customer Success, Account Management, or Consultative Sales within a B2B environment.\nProven ability to manage commercial conversations with existing customers, including renewals and expansion.\nStrong understanding of value-based selling and ROI-driven customer engagement.\nAbility to identify churn risk beyond surface-level sentiment by analysing customer behaviour and adoption.\nExperience building strong relationships and influencing stakeholders across customer organisations.\nComfortable owning revenue outcomes alongside customer relationship health.\nStrong organisational, communication, and problem-solving skills.\nExperience working within SaaS or technology-driven environments.\nFluent English communication skills (written and verbal).\nNice-to-have Points:\nExperience working within B2B SaaS organisations.\nExperience in Field Service Management (FSM), Facilities Management, or operational software platforms.\nFamiliarity with Challenger Sales or value-based commercial frameworks.\nExperience executing customer success plans or value realisation strategies.\nExperience working within private equity backed SaaS businesses.\nData-driven mindset with experience analysing customer usage and health metrics.\nHiring process: 02 rounds\n1st round: Initial Interview with Hiring Manager\nFinal round: Leadership Interview with Senior Stakeholders\nWhy should you take this role?\nJoin a fast-growing international SaaS company with real impact\nPlay a key role in protecting and expanding customer revenue\nWork closely with global leadership as Joblogic scales towards £100M ARR\nRemuneration package and benefits:\nMarket competitive salary range - commensurate with your experience and abilities\nWork within a global SaaS product company with strong growth momentum\nOpportunity to collaborate with international teams across the UK, Pakistan, and Vietnam\nClear career progression opportunities as Joblogic continues to scale globally\nHybrid working arrangements supporting work-life balance\nCollaborative and fast-paced working environment\nRegular company events and team activities\nLearning and development opportunities through Joblogic Academy and internal training","description_format":"text","description_chars":6584,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Company events","Equity","Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Pakistan","iso":"PK","kind":"country"},{"name":"Vietnam","iso":"VN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-09-12T01:01:56Z"},{"event":"close","at":"2026-10-13T12:23:48Z"},{"event":"reopen","at":"2026-10-14T09:06:56Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.551,"p_room":0.44,"age_days":106,"expected_fill_days":77,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":669289,"is_top_pay":true},"html_url":"https://alion.io/job/joblogic-customer-success-manager-saas","json_url":"https://alion.io/job/joblogic-customer-success-manager-saas.json","meta":{"generated_at":"2026-10-30T18:33:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7650,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678476},"rest":"https://alion.io/mcp/rest/get_company?id=678476"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjoblogic-customer-success-manager-saas"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjoblogic-customer-success-manager-saas"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjoblogic-customer-success-manager-saas"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/joblogic-customer-success-manager-saas\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjoblogic-customer-success-manager-saas"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":782331}},{"tool":"search_jobs","arguments":{"company":"joblogic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":782331},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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