Senior Customer Success Manager

At Person Centred Software, we're transforming social care through technology. Our software helps thousands of care providers deliver outstanding care, and we're growing rapidly.

We're looking for an experienced Senior Customer Success Manager to join our Growth team. This is more than a Customer Success role. You'll become a strategic partner to some of our largest customers, helping them maximise value from our platform while driving long-term commercial growth.

If you enjoy building executive relationships, influencing business strategy and creating opportunities that genuinely benefit customers, we'd love to hear from you.

The Role

You'll take ownership of a portfolio of high-value customer accounts, working closely with senior decision-makers to understand their priorities, challenges and future ambitions.

Rather than simply managing renewals, you'll identify opportunities to expand partnerships, introduce new solutions and help customers achieve even greater outcomes through technology.

Alongside managing your own portfolio, you'll play an important role in raising standards across the Customer Success team by coaching colleagues, sharing best practice and contributing to new playbooks and ways of working.

What You'll Be Doing

• Manage a portfolio of strategic, high-value customer accounts.
• Build trusted relationships with Directors and C-suite stakeholders.
• Drive customer retention, expansion and Net Revenue Retention (NRR).
• Identify cross-sell and upsell opportunities through genuine customer partnership.
• Lead Executive Business Reviews and strategic account planning sessions.
• Work closely with Product, Sales and Marketing to champion customer feedback.
• Coach and mentor Customer Success Managers across the team.
• Help develop frameworks, playbooks and best practice that improve how we support customers.

About You

You'll be an experienced Customer Success or Strategic Account Management professional who enjoys combining commercial thinking with exceptional relationship management.

You'll be comfortable speaking with senior stakeholders, influencing decision making and spotting opportunities to create value for both customers and the business.

Ideally you'll have:

• A proven track record within Customer Success, Strategic Account Management or B2B SaaS sales.
• Experience managing complex, multi-stakeholder customer relationships.
• A strong history of driving customer retention, growth and expansion revenue.
• Confidence engaging with Director and C-suite level stakeholders.
• Excellent commercial negotiation and influencing skills.
• Strong strategic thinking and account planning capability.
• The ability to coach and develop others.
• A data-driven approach to customer performance and forecasting.

It would be great if you also have:

• Experience within healthcare, social care or another regulated industry.
• Knowledge of HubSpot or similar CRM platforms.
• Experience using value-based or outcome-led Customer Success methodologies.

Why Join Person Centred Software?

You'll be joining one of the UK's leading health and social care technology businesses during an exciting period of growth.

We offer an environment where you'll have the opportunity to make a genuine impact, influence how we work and help shape the future of Customer Success across the business.

In return, we offer:

• Competitive salary with uncapped earning potential.
• Hybrid working.
• Career development opportunities within a fast-growing technology business.
• A collaborative and supportive culture.
• The opportunity to work with customers who are making a real difference in people's lives every day.

Ready to make an impact?

If you're passionate about building long-term customer partnerships, driving commercial growth and helping customers succeed, we'd love to hear from you. Apply today and help us continue transforming care through technology.