Customer Success Manager (Remote)

Totalmobile is the market leader in Field Service Management technology, dedicated to transforming the way organisations deliver field services. Supporting over 1,000 organisations and 500,000 mobile workers, our innovative solutions enable exceptional efficiency, improved customer outcomes, and impressive returns on investment.

A key part of our offering is Connect, a SaaS-based job management platform widely used in the social housing sector to streamline repairs and maintenance processes.

About the Role

We are looking for an experienced Customer Success Manager to join our team, focusing on customers within the Property and Facilities Management (FM) vertical, particularly in the social housing sector. This is an exciting opportunity for someone who thrives in delivering ‘next-gen’ Customer Success by driving adoption, return on investment (ROI), and strategic engagement.

As a Customer Success Manager, you will play a vital role in ensuring our customers realise the full value of their investment in Totalmobile’s solutions. You will build strong, strategic relationships with stakeholders, guiding them through successful onboarding, adoption, and ongoing management of our Connect product. Your responsibilities will include maintaining customer satisfaction, driving retention, and ensuring customers see measurable results through consistent and thoughtful engagement.

Acting as the primary point of escalation, you will work with both customers and internal teams to resolve challenges efficiently. Additionally, you will identify opportunities for upselling and cross-selling within your accounts, helping customers unlock further value while contributing to business growth. Your role will also involve advocating for the customer within Totalmobile and sharing insights to influence product development and innovation.

Skills and Experience

The ideal candidate will have at least three years of experience as a Customer Success Manager within the software industry. A background in managing complex SaaS solutions with an Annual Recurring Revenue (ARR) exceeding £500,000 is essential. Familiarity with our Connect product or the social housing sector is highly desirable, and experience with field service management, CRM, or ERP technologies is a strong advantage.

You will be a natural problem solver with excellent interpersonal and communication skills, capable of building trusted relationships and navigating complex customer environments. A proven track record in customer advocacy and a passion for driving measurable outcomes are critical for success in this role.

At Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages of their journey with us.