Person Centred Software Ltd

Overview At Person Centred Software, we're on a mission to improve the quality of life for people in social care through innovative, user-friendly software. We're looking for an experienced Customer Success Manager to join our growing team. If you're passionate about building strong client relationships, driving value for customers, and ensuring retention and growth, this role could be the perfect fit for you. What you'll do: Own and manage a portfolio of customer accounts, focusing on retention and growth. Build lasting client relationships, ensuring our customers see value in our products and services. Act as the main point of contact for your accounts, resolving queries and concerns quickly and effectively. Partner with internal teams (Development, Product, Marketing, Accounts, Operations) to deliver a seamless customer experience. Represent Person Centred Software at senior client meetings and industry events, acting as a trusted ambassador for our brand. Identify opportunities to expand customer use of our products and support case study initiatives with Marketing. Maintain accurate client records and ensure transparent, consistent communication with stakeholders. Contribute to a culture of continuous improvement, sharing insights that enhance customer experience and team efficiency. What you'll bring: Proven account management experience with a strong track record of building and maintaining client relationships. Excellent communication skills - both written and verbal - with the confidence to present and negotiate effectively. Strong organisational skills, with the ability to manage multiple priorities and projects simultaneously. A proactive, problem-solving mindset and the ability to work independently as well as collaboratively. Experience in a client-focused role, ideally within software, SaaS, or technology. (Desirable) Knowledge or experience of the care sector, and/or project management expertise. What We Offer: A base salary of up to £33,000 and bonus depending on experience Modern town centre offices in Guildford, with opportunity for ad hoc home working 25 days holiday Contributory pension scheme Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme At Person Centred Software, we're leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions-driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care. Tech That Transforms-automation, real-time data-our solutions are redefining how social care operates. Join the Market Leader- Trusted by thousands, we set the benchmark for digital transformation in social care. Drive Meaningful Innovation- Work at the forefront of a sector ready for change, where your skills fuel real-world impact. Challenge Yourself, Make a Difference- If you love tech and solving big challenges, we want to hear from you. Work with the Best- Join a team of top-tier professionals passionate about using technology to drive change.

At Person Centred Software, we're on a mission to improve the quality of life for people in social care through innovative technology. As a Customer Support Specialist, you'll be at the heart of this mission - the friendly, knowledgeable voice that our customers turn to when they need help. You'll be the first point of contact for users of our SaaS products, guiding them through queries, solving problems, and ensuring every interaction leaves them feeling supported, understood, and confident using our solutions. What You'll Do Serve as the first point of contact for incoming customer inquiries via email, chat, and phone. Diagnose and troubleshoot technical and account-related issues, escalating when needed while maintaining ownership of the case. Provide clear, easy-to-follow guidance on our products and solutions. Maintain a professional, empathetic, and customer-first approach in every interaction. Educate customers on features, best practices, and self-service resources to help them get the most from our products. Gather and share customer feedback to help improve our products and services. Identify recurring issues and recommend process improvements to enhance customer satisfaction. Collaborate closely with internal teams to ensure a seamless, consistent support experience. What You'll Bring Proven experience in customer support, ideally within SaaS or a tech environment. Strong troubleshooting skills for SaaS platforms and integrations. Experience with APIs, integrations, and cloud-based solutions. Familiarity with CRM and support ticketing systems (e.g., Zendesk, Intercom, Freshdesk). Excellent written and verbal communication skills, with the ability to explain complex concepts in simple terms. A detail-oriented, problem-solving mindset. A genuine passion for technology and helping people. A commitment to delivering exceptional customer experiences - every time. What We Offer: A base salary of £27,000 and bonusdepending on experience Modern town centre offices in Guildford, with opportunityfor ad hoc home working 25 days holiday Net zero pension scheme Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme At Person Centred Software, we're leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions-driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care. Tech That Transforms-automation, real-time data-our solutions are redefining how social care operates Join the Market Leader- Trusted by thousands, we set the benchmark for digital transformation in social care Drive Meaningful Innovation- Work at the forefront of a sector ready for change, where your skills fuel real-world impact Challenge Yourself, Make a Difference- If you love tech and solving big challenges, we want to hear from you Work with the Best- Join a team of top-tier professionals passionate about using technology to drive change