Overview
C365Cloud is an industry-leading compliance software provider based in Wakefield, West Yorkshire.
Due to business expansion, we are looking for a highly motivated and proactive individual to join our Customer Retention and Acquisition team.
Team: Customer Retention & Acquisition
Product: C365Cloud SaaS Compliance Platform
Location: Wakefield head office
About C365Cloud
C365Cloud is a cloud-hosted compliance management system that helps organisations audit, manage and improve their statutory compliance - all from one central platform. With over 100 modules spanning risk assurance, health & safety, CAFM, environmental monitoring, and enterprise mobile, we support some of the UK’s most recognised organisations, managing compliance across more than a million properties.
Are you passionate about building strong client relationships and delivering outstanding service? Do you have a background in SaaS software or compliance management? Then this could be just the role for you.
We’re looking for a Service Delivery Manager to join our team - the go-to person for a portfolio of key clients, making sure they get the most from our platform and stay on top of their compliance goals. Whether you’re an experienced SDM ready to step up, or already operating at a senior level, we’re open to the right person and will shape the role around your experience.
As our Service Delivery Manager, you’ll own a portfolio of high-value key accounts, acting as their primary point of contact and trusted advisor. You’ll be responsible for ensuring clients are getting maximum value from the C365Cloud platform — managing service reviews, driving renewals, and identifying opportunities to grow accounts through our expanding module set.
You’ll combine strong relationship management with commercial focus, working closely with our implementation, technical, and sales teams to deliver a seamless client experience.
WHAT YOU’LL BE DOING
Account Management & Client Success
- Own a portfolio of key accounts, acting as the primary point of contact and escalation
- Build strong, lasting relationships with client stakeholders at all levels — from operational contacts to senior decision-makers
- Develop tailored account strategies focused on retention, satisfaction, and long-term value
- Understand each client’s compliance obligations and proactively align our platform to their evolving needs
- Lead regular service review meetings, presenting performance reports and capturing actions
- Handle escalations confidently - coordinating internal teams and communicating clearly with clients throughout
- Ensure full engagement with the implementation team during new customer and module onboarding
Commercial Growth & Renewals
- Drive 100% renewal success across your managed accounts, completing renewals ahead of contract end dates
- Identify opportunities to expand accounts through additional C365Cloud modules and services
- Produce accurate, well-timed proposals and renewal notices in line with company pricing guidelines
- Maintain CRM records daily: pipeline status, timescales, values, qualification percentages, and follow-up actions
- Develop and commit to account growth plans targeting 20% ARR growth across your portfolio
Reporting & Administration
- Produce accurate service reports and present findings to clients at scheduled reviews
- Keep SharePoint updated with account documentation: agendas, minutes, account plans, and contracts
- Monitor account health (RAG ratings) and escalate concerns to the business promptly
- Manage invoicing information and act as escalation point for non-payment queries
- Complete annual Cyber Security Essentials training and maintain individual responsibility for information security
WHAT WE’RE LOOKING FOR
Essential
- Proven experience in account management, service delivery, or customer success, ideally within SaaS or compliance software
- A track record of retaining and growing client accounts commercially
- Strong communication and relationship-building skills, including with senior stakeholders
- Commercially aware, with the ability to spot growth opportunities and manage pipeline accurately
- Organised and self-motivated - comfortable owning multiple accounts independently
- Full UK Driving Licence (client site visits required)
Desirable
- Familiarity with statutory compliance, health & safety, facilities management, or social housing
- Experience with CRM systems and structured account planning processes
- Prior experience supporting or mentoring junior team members
WHY C365CLOUD?
- Work on genuinely useful technology - helping organisations stay safe, compliant, and in control
- Join a fast-growing company where your work directly impacts client success
- High autonomy - your accounts, your relationships, your impact
- Collaborate with passionate, expert teams across implementation, technical, and sales
- Competitive base salary with a commission structure rewarding account growth
- Clear progression pathway, including to Senior SDM for the right candidate
Ready to make your mark? We’d love to hear from you.
Get in touch or apply directly - we’re happy to have an informal conversation before you commit to a formal application.
C365Cloud is an equal opportunities employer.
Job Type: Full-time
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company car
- Company events
- Free parking
- Private medical insurance
Application question(s):
- Are you willing to work mainly from the office?
Licence/Certification:
- Driving Licence (preferred)
Willingness to travel:
Work Location: In person
