Head of Strategic Client Success Job at United Kingdom Full Time NEW

Job Type: Hybrid-Full TimeLocation: Joblogic Head Quarters: London/Birmingham United KingdomOffice Hours: 9:00am-5:30pm Senior Manager – Strategic Accounts✨ About us: Established in 1998, Joblogic is the UK’s #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to £35M+ ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM capabilities, and supporting our expansion across Europe and beyond. With Vista’s backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship, and we’d love for you to join us on our journey to £100M ARR across international markets. ✨ About the role: As Senior Manager – Strategic Accounts, you will build and lead Joblogic’s Strategic CS function from the ground up. You will own NRR across our Strategic account segment (our largest, most complex customers) and build the team, systems, and playbooks to deliver retention and expansion at scale. Your job is to develop and hold a team of Strategic Customer Success Managers accountable for commercial outcomes and growth within our Strategic customer segment. You will set the standard for what great looks like in strategic CS and then coach your team to deliver it consistently. This role sits at the intersection of customer success and enterprise sales — you will build a team that retains and grows revenue through deep commercial acumen, not just relationship management. Operating at a senior leadership level, you will engage with C-suite stakeholders both internally and externally, lead commercial conversations, and shape the CS operating model that underpins Joblogic’s path to £100M ARR. You will partner closely with Sales, Product, Implementation, and Support as the business scales internationally. ✨ What your main focus will be: Building and Leading the Team Build, hire, and develop a high-performing team of Senior Strategic CSMs, designing the organisational structure and capacity model to match Joblogic’s strategic account portfolio. Set clear performance goals, KPIs, and commercial targets for the team — tracking progress through structured coaching cadences, pipeline reviews, and regular 1:1s. Design and embed scalable CS frameworks, playbooks, and tooling standards that elevate team performance and ensure consistent, value-led customer engagement across the portfolio. Foster a high-performance, customer-centric team culture anchored in accountability, intellectual rigour, and continuous improvement. Report regularly to senior leadership on team performance, portfolio health, NRR/GRR trajectory, and strategic risks and opportunities. NRR and Commercial Performance Own NRR across the full Strategic book — accountable for both retention and expansion outcomes across the portfolio. Design and embed repeatable expansion playbooks that enable CSMs to independently identify and close upsell and cross-sell opportunities within their accounts. Build early warning systems and structured intervention frameworks to manage at-risk accounts proactively, before churn becomes likely. Maintain a credible renewal forecast and expansion pipeline across the team, providing accurate and timely commercial visibility to senior leadership. CS Strategy and Operations Design and own the Strategic CS infrastructure — including health scoring, lifecycle stages, risk frameworks, QBR cadences, and success planning standards. Champion the adoption of AI-enabled tools and workflows within the team, raising CSM productivity and the quality of customer insight across the portfolio. Ensure CRM hygiene and portfolio visibility across the team, maintaining accurate and insightful documentation of account health, risks, and expansion opportunities Act as the senior escalation point for strategic accounts, resolving complex commercial and relationship challenges before they become churn risks. Represent the voice of the strategic customer internally — shaping Product, Sales, and leadership decisions with insight from the portfolio. Ensure your team maintains senior-level relationships at operational, commercial, and C-suite levels across the Strategic portfolio, with customers able to clearly articulate the ROI of their Joblogic investment. ✨ Joblogic values: At Joblogic, we expect our team members to champion and embed our core values across their work and customer interactions: Respect – We value every individual and treat colleagues and customers with professionalism, fairness, and empathy. Obsession with Customers – We place customer outcomes at the centre of everything we do, striving to deliver meaningful value and exceptional experiences. Accountability – We take ownership of our actions, decisions, and results, holding ourselves and each other to high standards. Rethink Tomorrow – We embrace innovation, challenge the status quo, and continuously improve how we work to shape a better future. As Senior Manager, Customer Success Strategic Accounts, you will be expected to model these values in every customer interaction and serve as a cultural standard-bearer for the entire CS function. ✨ What you bring: Experience in B2B SaaS, with a proven track record leading Customer Success teams and delivering NRR and GRR outcomes at scale. Demonstrated experience hiring and building a CS team from a small base — not just inheriting and leading an established function. Commercially driven and revenue-accountable — with personal experience owning or coaching a close motion in a post-sale environment where CSMs are accountable for expansion revenue, not just identification. A strong understanding of enterprise sales mechanics including commercial negotiation, multi-stakeholder deal management, and closing — applied in a post-sale or hybrid CS/sales context. Comfortable owning NRR targets, running expansion pipeline reviews, and holding a team accountable for both retention and growth outcomes across a complex enterprise portfolio. Ability to design and implement CS operating infrastructure from scratch — including health scoring, lifecycle frameworks, risk intervention models, and QBR cadences. Strong cross-functional instincts with experience influencing and collaborating with Sales, Product, and senior leadership to drive customer and commercial outcomes. Data-driven approach to portfolio management — uses metrics, health signals, and customer data to prioritise team effort, forecast accurately, and make decisions with confidence. Proficiency with enterprise CRM and CS platforms to manage portfolio health, drive team insight, and build reporting infrastructure. Clear, direct communicator with the ability to build credibility at all levels — from CSM coaching conversations to C-suite engagement internally and externally. ✨ Nice-to-have points: Experience in Field Service Management, CAFM, Facilities Management, or adjacent operational SaaS platforms. Exposure to private equity-backed, high-growth SaaS environments with aggressive ARR expansion targets. Familiarity with value-based commercial frameworks such as Challenger or MEDDIC applied in a post-sale or CS context. Experience implementing EBR frameworks or value realisation methodologies in a scaling SaaS business. Hands-on experience with AI or automation tooling applied within a CS or RevOps function. ✨ Hiring process: 3 rounds Initial Interview with Hiring Manager. Leadership Interview with Senior Stakeholders. Case Study presentation. ✨ Why should you take this role? Build Joblogic’s Strategic CS function from scratch. This is a genuine opportunity to define how enterprise customer success operates at a fast-growing international SaaS business backed by Vista Equity Partners. Own meaningful commercial outcomes — full NRR accountability across our most valuable accounts, with direct visibility at CCO and senior leadership level. Join at an inflection point. Joblogic is scaling from £35M to £100M ARR with a Vista-backed AI-first roadmap, international expansion, and the investment to do it properly. ✨ Remuneration package and benefits: Market competitive salary — commensurate with your experience and abilities. Work within a global SaaS product company with strong growth momentum. Opportunity to collaborate with international teams across the UK, Pakistan, and Vietnam. Clear career progression opportunities as Joblogic continues to scale globally. Hybrid working arrangements supporting work-life balance. Collaborative and fast-paced working environment. Learning and development opportunities through Joblogic Academy and internal training. ✨ How to apply? If you’re a senior customer success leader who thrives on building high-performing teams, staying hands-on with strategic accounts, and driving measurable commercial impact and growth in a fast-growing SaaS business, we’d love to hear from you. 📩 Send your CV to: fahiza@joblogic.com Help us shape the future of field service software. Joblogic.Com London/Birmingham, United Kingdom Senior Manager – Strategic Accounts