Customer support & client services managers Work, Jobs in Calne, Wil (with Salaries)

Customer Success and Retention Director (SaaS)
Contracts Advance —Bath
- £80,000 - £100,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Contracts
- In-person
Quick apply
7d
Customer Resolution and Continuous Improvement Team Leader
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- Continuous improvement
Quick apply
14d
Customer Service Team Manager
Oak Furnitureland —Swindon
- £34,437.32 a year
- Full-time
- Customer service
- Computer literacy
- Leadership
- Free parking
- Employee assistance programme
4d
Customer Operations Manager
UK SBS Ltd —Swindon
- £42,730 a year
- Full-time
- Microsoft Excel
- Oracle
- ERP systems
6d
Customer Experience Manager
Lovehoney Group —Bath
- Full-time
- Hybrid work
- Project management
- IT
- Communication skills
- Work from home
- Employee discount
Quick apply
Customer Service Manager
Elements Solutions Inc —Bristol
- From £55,000 a year
- Customer service
- ERP systems
- Leadership
- Free parking
- Employee assistance programme
Service / Customer Pillar Lead
M&G plc —Bath
- Full-time
- Continuous improvement
- Driving
- Leadership
- Annual leave
14d
Client Services Manager
eXPD8 —Bristol
- From £35,000 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Data analysis skills
- Presentation skills
- Life insurance
- Referral programme
3d
Manager of Dedicated Implementations - EMEA
Ashby —Bristol
- £110,000 - £165,000 a year
- Full-time
- Remote
- Project management
- Travel
- Leadership
- Annual leave
Fleet Availability Team Leader
Novuna —Trowbridge
- Up to £40,000 a year
- Full-time
- Hybrid work
- Maintenance
7d
Customer Relations Manager – Somer Valley House
Crystal Care Group —Midsomer Norton
- £40,000 a year
- Weekend availability
- Communication skills
11d
Customer Service Team Leader
Ayvens —Bristol
- £32,000 - £38,000 a year
- Full-time
- Microsoft Outlook
- Management
- Microsoft Office
- Free parking
- Annual leave
Team Leader, Defined Benefits Pensions Administration
Gallagher Benefit Services —Bristol
- Management
- Microsoft Office
- IT
- Employee stock purchase plan
- Life insurance
Site Coordinator Manager
Serco Group —Bristol
- Full-time
- Microsoft Office
- Travel
- Communication skills
- Annual leave
- Employee assistance programme
7d

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Customer Resolution and Continuous Improvement Team Leader
Fexco Property Services —Salisbury
Provide clear, empathetic, and professional communication to customers at all stages. Provide clear, empathetic, and professional communication to customers at…
Quick apply
14d
Customer Services Team Leader
Odstock Medical Ltd —Salisbury
Prepare equipment for outpatient clinics, commercial sales, clinical training and international customers. Manage customer quotations, orders, product enquiries…
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7d

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customer support & client services managers jobs near calne, wil

Customer Success and Retention Director (SaaS)

Contracts Advance -
Bath

Quick apply

Job details

Full-time
£80,000 - £100,000 a year
7 days ago

Benefits

Cycle to work scheme
Company pension
Private medical insurance

Qualifications

Procurement
Business processes
Analysis skills
Contracts
Account management
Leadership
Communication skills

Full job description

Job Title: Customer Success and Retention Director
Salary: Circa £80,000 - £100,000 + discretionary bonus + commission + benefits
OTE: £110,000 - £120,000
Location: Bath - hybrid, 2-3 days per week in office

Join one of the UK's leading Public Sector Procurement SaaS businesses in an Executive leadership role with ownership of customer success and retention.

At Contracts Advance, we're helping organisations across the UK find and win public sector contracts. Since 2008, we've grown into a thriving SaaS business, with more than 3,000 organisations using our software and services to discover and secure contracts.

With circa 35% year-on-year growth for the past five years, ambitious plans and a team of talented, driven individuals, we're creating an environment where people can build meaningful careers, make a genuine impact and grow with the business.

Your Impact:

As a Customer Success and Retention Director at Contracts Advance, you'll take full ownership of the end-to-end performance of our Customer Success and Retention department, with accountability for retention, renewals revenue, customer engagement, usage performance and the operational delivery of the CA customer journey.

Reporting to the Board and operating as part of the Executive Management Team, you'll work closely with fellow Directors, Product, Technology, Sales and Marketing, Finance and business support functions to strengthen the customer experience, improve retention and support the wider growth ambitions of the business.

If you're motivated by leading teams, improving customer outcomes and driving recurring revenue performance in a fast-growth SaaS environment, this is an exciting time to join us.

Day to day you will:

Own and deliver retention and usage targets, including Gross Renewal Rate (GRR), Net Renewal Rate (NRR) and application usage performance.
Lead the Customer Success and Retention department, ensuring the team delivers a consistent, high-quality customer journey from handover through to renewal and long-term growth.
Take accountability for renewals revenue performance, forecasting, reporting and customer health insight.
Drive strong account management, renewals processes, CRM hygiene, governance and operational discipline across the department.
Lead, coach and develop Customer Success Account Managers, strengthening leadership capability, performance management, capacity planning and succession.
Oversee key strategic accounts, supporting retention, advocacy and long-term customer value.
Analyse customer, usage and performance data to identify trends, risks and opportunities to improve retention across all customer types.
Work closely with Product, Technology, the Executive Team to influence the Product Roadmap, strengthen the value-add proposition and ensure the Contracts Advance platform remains market-leading.
Use wider service lines, advisory insight and customer feedback to enhance the customer proposition and create additional value for customers.
Manage people-related matters where required, working closely with HR to support effective leadership, performance management and team development.
Contribute fully at Executive Team level, providing clear reporting, risk updates and progress insight to the Board.

Essential Experience:

Proven experience leading account management and retention-led teams at a senior level, ideally within a SaaS environment.
Developing departmental strategies to compliment the overall business strategy
Exposure to Product, data or technical teams.
Strong track record of delivering retention and revenue targets.
Commercially astute, with strong analytical, forecasting and reporting capability.
Excellent leadership, communication and stakeholder management skills.
Experience driving process improvement, governance and operational efficiency.
Ability to lead cross-functional teams and manage reporting structures.
Demonstrable experience using wider service lines to drive a stronger value-add proposition.

Desirable Experience:

Experience bidding for and winning public sector work, with a strong understanding of public sector procurement processes.

Life at Contracts Advance:

As well as the opportunity to shape a significant part of the business, you'll be joining an ambitious, growing and market-leading organisation where your leadership will directly influence customer outcomes, team performance and the next phase of CA’s growth.

Hybrid working
25 days holiday plus bank holidays
Extra day off to celebrate your birthday
Annual Executive Discretionary Bonus
Commission and bonus structure linked to monthly team performance against GRR, NRR and application usage targets
NEST pension scheme
Private Healthcare through Aviva
Cycle to work scheme
Bi-annual company strategy and social days at The Ivy
Company Christmas Celebrations
Giving back to our local community through our charity partnership with Mind Bath

Sound Like Your Next Challenge?

If you're an experienced customer success and retention leader who wants to be part of the Executive Management team, take ownership of a high-impact function, build scalable ways of working and help shape the future of a growing SaaS business, we'd love to hear from you.

Recruitment Statement

Contracts Advance is an equal opportunities employer and is committed to meeting its responsibilities under the Equality Act 2010. We value the diverse experiences, perspectives and talents that every individual brings to our business and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from all backgrounds and will ensure that all candidates are treated fairly throughout the recruitment process.

Pay: £80,000.00-£100,000.00 per year

Work Location: Hybrid remote in Bath (Somerset)

Quick apply

Refine Your Search

customer support & client services managers jobs in calne, wil

Customer Success and Retention Director (SaaS)

Customer Resolution and Continuous Improvement Team Leader

Customer Service Team Manager

Customer Operations Manager

Customer Experience Manager

Customer Service Manager

Service / Customer Pillar Lead

Client Services Manager

Manager of Dedicated Implementations - EMEA

Fleet Availability Team Leader

Customer Relations Manager – Somer Valley House

Customer Service Team Leader

Team Leader, Defined Benefits Pensions Administration

Site Coordinator Manager

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