Customer Success Manager - Social Housing Software

Customer Success Manager
Software | Social Housing | Customer Success
Location: Manchester, Hybrid working
Salary: £35,000 - £40,000 pa plus benefits (Health/Dental etc)

Make a difference in Social Housing through technology
We’re looking for a Customer Success Manager to join a growing software business that provides innovative technology solutions to organisations across the Social Housing sector.

This is an exciting opportunity for someone who understands the challenges faced by housing providers from the inside — perhaps you've worked as an Income Officer, Rent Officer, Compliance Officer, Housing Officer or in a Rent Management role — and now want to use that experience in a different way.

You'll work closely with customers, helping them get the most from the software, improve their processes and ultimately deliver better outcomes for their tenants.

You don't need to have worked in software or customer success before. Your knowledge of Social Housing is what matters most.

What you'll be doing
As Customer Success Manager, you'll become a trusted partner to customers, helping them successfully adopt and maximise the value of the software.

Your responsibilities will include:

Building strong, long-term relationships with customers across the Social Housing sector
Understanding customers' operational challenges and identifying how the software can help
Supporting customers through onboarding, implementation and ongoing use of the platform
Providing guidance, training and best-practice advice to users
Working with customers to ensure they are achieving the outcomes they want from the solutions
Monitoring customer engagement and identifying opportunities to improve adoption and customer satisfaction
Acting as the voice of the customer internally, working closely with Product, Sales and Technical teams
Helping resolve customer issues and ensuring they receive an excellent level of service
Gathering customer feedback and helping shape future product development
Identifying opportunities to introduce customers to additional functionality where it genuinely adds value
Keeping up to date with developments, challenges and best practice within the Social Housing sector

About you
We're particularly interested in people who have first-hand experience of working within Social Housing or a Local Authority.

You may currently be working, or have previously worked, in a role such as:

Income Officer
Rent Officer / Rent Management Officer
Housing Officer
Compliance Officer
Housing Income Specialist
Arrears or Recovery Officer
Tenancy Management Officer
Housing Management
A similar operational role within a Housing Association, Local Authority or other Social Housing organisation
You'll understand the terminology, processes and challenges these customers face — from rent collection and arrears management through to compliance, housing management and the pressures facing housing providers today.