Totalmobile is the market leader in Field Service Management technology, dedicated to transforming the way organisations deliver field services. Supporting over 1,000 organisations and 500,000 mobile workers, our innovative solutions enable exceptional efficiency, improved customer outcomes, and impressive returns on investment.
A key part of our offering is Connect, a SaaS-based job management solution widely used across the social housing sector to streamline repairs and maintenance processes.
About the Role
We are looking for an experienced Customer Success Manager to join our team, focusing on customers within the Property and Facilities Management (FM) vertical, particularly across the UK social housing sector. This is an exciting opportunity for someone who thrives in delivering ‘next-gen’ Customer Success by driving adoption, return on investment (ROI), and strategic customer engagement.
As a Customer Success Manager, you will play a vital role in ensuring our customers realise the full value of their investment in Totalmobile’s solutions. You will build strong, strategic relationships with stakeholders, guiding them through successful onboarding, adoption, and ongoing value realisation across our platform.
Your responsibilities will include maintaining high levels of customer satisfaction, driving retention, and ensuring customers achieve measurable outcomes through consistent and proactive engagement.
Acting as the primary point of escalation, you will work closely with both customers and internal teams to resolve challenges efficiently. You will also identify opportunities for upselling and cross-selling within your accounts, helping customers unlock further value while contributing to business growth. In addition, you will act as the voice of the customer within Totalmobile, sharing insights that help shape product development and innovation.
Skills and Experience
The ideal candidate will have at least three years’ experience as a Customer Success Manager within the software industry. A background in managing complex SaaS solutions with an Annual Recurring Revenue (ARR) exceeding £500,000 is required.
Crucially, you will have experience working within or supporting software products used in the UK social housing sector (for example, housing repairs, asset management, scheduling, workforce management, or similar operational systems).
You will be a natural problem solver with excellent interpersonal and communication skills, capable of building trusted relationships and navigating complex customer environments. A proven track record in customer advocacy and a passion for driving measurable outcomes are critical for success in this role.
Here at Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.