Join to apply for the Head of Customer Success Management role at Concerto - property asset management system with CAFM

Liverpool (hybrid working) - As Head of Customer Success Management, you will lead a high-performing CSM team while also directly managing a portfolio of customer accounts. This is a hands-on leadership role where you’ll be actively involved in delivering value to clients across Bellrock Technologies’ expanding SaaS product suite.

You will define and drive the vision and strategy for Customer Success, ensuring it scales across multiple platforms and customer segments. A key part of your remit will be to build repeatable processes, develop playbooks, and embed best practices that enable consistent, high-quality delivery. You will also lead the adoption and effective use of HubSpot as the central CRM platform, ensuring it becomes a source of actionable insights that inform decision-making and improve customer outcomes.

Deep product knowledge is essential. Customers expect the CSM team to be experts in Concerto, Mobiess, Wiggledesk, and other evolving solutions, this mastery underpins credibility and value in every interaction.

Key Responsibilities

• Define and communicate the Customer Success strategy across all Bellrock Technologies products.
• Build scalable playbooks and frameworks to support consistent delivery across the CSM team.
• Foster a collaborative, high-performance culture while actively managing your own customer relationships.
• Promote cross-product enablement and knowledge sharing across the CSM team.
• Lead change management initiatives to scale customer success operations, tools, and processes in line with business growth.
• Own and continuously improve the end-to-end customer lifecycle strategy, ensuring a consistent and scalable experience across all Bellrock Technologies products.

Customer Engagement & Enablement

• Identify customer training needs and collaborate with the Product Enablement Manager to ensure effective delivery.
• Deliver best practice workshops and product health checks to drive adoption and value realisation.
• Act as a product expert and trusted advisor to customers, guiding them through optimal use of the platform.
• Lead the rollout and success of the Customer Community platform, shaping engagement strategies, onboarding customers, and ensuring it becomes a valuable extension of the customer experience.
• Establish and deliver regular customer MBR and QBR sessions to maintain strategic alignment and surface opportunities.

Communication Management

• Collaborate with Product Management to plan and execute strategic customer communications.
• Contribute to a multi-channel communication strategy, including the Customer Community platform, webinars, release notes, and newsletters.
• Ensure communications are timely, relevant, and aligned with product and customer success goals.

Data-Driven Strategy & CRM Development

• Ensure HubSpot is used effectively to generate actionable insights and support proactive customer engagement.
• Define and maintain customer health scoring models and churn risk indicators.
• Deliver regular reporting on customer success KPIs to the executive team, including NRR, churn, CSAT, and product adoption trends.
• Analyse customer data to identify upsell opportunities and inform success initiatives.

Relationship Management, Product Adoption & Advocacy

• Build and nurture strong relationships with senior stakeholders, acting as both a trusted advisor and escalation point for complex issues.
• Champion the adoption of features and modules across all Bellrock Technologies platforms by representing customer needs in product development discussions.
• Serve as the voice of the customer throughout the organization, influencing product roadmap, pricing, and go-to-market strategies through structured feedback loops and by ensuring customer perspectives are central to decision-making.

Contract Renewal & Growth

• Lead renewal conversations and drive expansion of software usage.
• Develop strategies to improve retention and reduce churn.

Cross-Functional Collaboration

• Work closely with onboarding, support, enablement, and sales teams to ensure seamless customer experiences.
• Align with internal stakeholders to deliver on customer goals.

Qualifications

• Bachelor’s degree in Business, Marketing, or Computer Science.
• 7+ years in a SaaS customer-facing role, including 2+ years in a CSM leadership position.
• Strong technical understanding of SaaS platforms and ability to simplify complex concepts.
• Experience using CRM systems (preferably HubSpot) to drive customer success.
• Familiarity with IWMS or CAFM platforms is desirable.
• Proven ability to develop product expertise and translate it into customer value.
• Strategic thinker with a bias for action.
• Analytical mindset with data-driven decision-making skills.
• Excellent communicator and confident presenter.
• Proven relationship builder with a customer-first approach.
• Organised and able to manage multiple priorities.
• Collaborative team player and hands-on leader.

What can we offer you?

Salary and benefits include 25 days annual leave plus bank holidays, 1 extra day, salary exchange pension, life cover, paid sick leave, health and wellness programs, enhanced parental leave, cycle to work, holiday purchase, healthcare plan, and more.

Why Bellrock?

Our people are our passion. We’re committed to helping you achieve your ambitions and supporting a rewarding career with us.

We are open to applicants from all parts of the world and uphold an equitable recruitment process. Apply today.