Key responsibilities:

Strategic Leadership & Team Development

• 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 (Monthly Business Review) and QBR (Quarterly Business Review) sessions to maintain strategic alignment and surface opportunities.

Communication Management

• Collaborate closely 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.

Feedback & Continuous Improvement

• Gather and act on customer feedback to improve product and service delivery.
• Share best practices and lessons learned across the CSM team.

Skills & experience:

• 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.