Key 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.

Product Expertise & Enablement

• 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.