Customer Success Manager with Concerto

Overview

As a Customer Success Manager at Bellrock Technologies, you will be a trusted partner to our customers-ensuring they realise maximum value from our SaaS platforms. You'll manage a portfolio of accounts, build strong relationships, and help customers adopt and optimise their use of Concerto, Mobiess, Wiggledesk, and future offerings.

You'll work closely with cross-functional teams including Product, Enablement, Support, and Sales to deliver a seamless customer experience. You'll also play a key role in driving engagement with our new Customer Community platform and contributing to the continuous improvement of our customer success practices.

Responsibilities

• Customer Relationship Management
• Own and nurture relationships with a portfolio of customers, acting as their primary point of contact.
• Understand customer goals and align product usage to deliver measurable outcomes.
• Conduct regular MBRs and QBRs to review performance, surface opportunities, and maintain strategic alignment.
• Become a subject matter expert in Bellrock Technologies' product suite.
• Guide customers through best practices, use cases, and product capabilities.
• Identify customer training needs and collaborate with the Product Enablement Manager to ensure delivery.

• Customer Community & Engagement
• Support the launch and growth of the Customer Community platform.
• Encourage customer participation, share insights, and help build a vibrant peer-to-peer support environment.
• Deliver best practice workshops and product health checks to drive adoption and value.

• Communication & Advocacy
• Contribute to customer communications including release notes, webinars, and community updates.
• Capture and share customer feedback to inform product development and service improvements.
• Advocate for customer needs internally and help prioritise enhancements that drive impact.

• Retention & Growth
• Monitor customer health and proactively address risks to satisfaction or renewal.
• Identify and support upsell opportunities in collaboration with the Sales team.
• Help reduce churn and increase customer lifetime value.

Skills & experience

• 3+ years in a SaaS customer-facing role (Customer Success, Account Management, or similar).
• Strong relationship-building and communication skills.
• Experience using CRM tools (preferably HubSpot) and customer success platforms.
• Ability to analyse customer data and translate insights into action.
• Familiarity with IWMS or CAFM platforms is a plus.
• Bachelor's degree in Business, Marketing, Computer Science, or a related field.
• Customer obsessed and outcome driven.
• Confident communicator and active listener.
• Organised and able to manage multiple priorities.
• Curious, proactive, and eager to learn.
• Collaborative team player who thrives in a fast-paced environment.

Benefits and Perks

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it's on us)

Salary exchange pension scheme

Life cover

Paid sick leave

Health Assured employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work

Private medical insurance

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

MotorSave Scheme

Refer a friend

Liftshare

Virtual GP

Free on-site parking

At , our philosophy is simple: always deliver the right model for our clients. Whether that means leveraging our in house teams or trusted supply chain partners, we focus on harnessing the power of the digital world to reduce cost and risk while enhancing the customer experience.

One way we achieve this is through our IDEA model-Integrated Digital Estates Assets. This framework helps clients assess the maturity of their Facilities Management and property processes, ensuring we implement the most effective delivery model for their needs.

By combining deep subject matter expertise, supply chain management, and world class technology, we partner with ambitious organisations to unlock the full value of their estates. Our approach empowers clients to sharpen their competitive advantage while driving efficiency, reducing costs, and managing risk more effectively.