What you’ll do
- Own and manage a portfolio of digital-led customers using scalable, one-to-many engagement strategies
- Drive product adoption, retention, and customer value through automated and programmatic digital touchpoints
- Execute proactive lifecycle communications across onboarding, adoption, maturity, and renewal readiness
- Monitor customer health, usage, and engagement signals to identify risk and opportunity
- Proactively mitigate churn risk through targeted digital interventions and timely escalations
- Collaborate cross-functionally with Marketing, Onboarding, Product, and Operations to deliver seamless customer journeys
- Deliver digital engagement programs including automated emails, in-app messaging, webinars, and product communications
- Maintain high standards of CRM hygiene, data accuracy, and process adherence (e.g. HubSpot)
- Report on engagement, adoption, retention, and program effectiveness, continuously optimising content, cadence, and messaging
What you’ll bring
- Experience in Customer Success, Account Management, or a related SaaS role
- Proven experience managing customers through digital or scaled engagement models
- Strong analytical skills with the ability to interpret usage data and customer health signals
- Hands-on experience with CRM systems (such as HubSpot or Salesforce) and automation tools
- Excellent written communication skills and the ability to influence customers at scale
- A highly organised, process-driven approach with strong attention to detail
- A customer-outcome focused mindset and comfort operating beyond 1:1 engagement
- Collaborative, proactive, and curious working style with a passion for continuous improvement
- Experience in SaaS, lifecycle marketing, product analytics, or customer health scoring models (desirable)
- A relevant degree or equivalent professional experience in Customer Success, Business, Marketing, or a related field
What We Offer:
- A base salary of up to £40,000 and bonus depending on experience
- Modern town centre offices in Guildford, with opportunity for ad hoc home working
- 25 days holiday, increasing with service
- 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
Top Skills
What We Do
Person Centred Software provides a Connected Care Platform with a range of digital care software solutions for various service types, including residential care, nursing homes, learning disabilities, supported/retirement living, domiciliary care, mental health support and pharmacies. It is the market leader in its sector, with over 6,000 care homes using its software. Person Centred Software offers a Connected Care Platform, which provides a suite of integrated solutions that cover the entire ecosystem of care management within social care. Within the Connected Care Platform, you can use one solution on its own or multiple that connect, all through a single device. Each area focuses on a particular part of the care ecosystem and, when used together, provides a complete solution to improving outcomes for residents, improving the lives of care workers, and improving the overall efficiency, effectiveness, and compliance of a care setting. Its solutions cover Care Planning, Medication Management, Wellbeing & Activities, Care Home Operations, plus more! Person Centred Software's seamless integration philosophy also extends to solutions offered by our valued partners, which provide greater flexibility and the opportunity to connect all aspects of your care management. You're in safe hands with Person Centred Software. Its digital social care record system, mCare, is assured by NHS England; the PRSB accredits the organisation as a quality partner, and Person Centred Software is also certified with Cyber Essentials Plus, a secure solution to keeping your data safe, with infrastructure that exceeds GDPR's requirements. Every day, Person Centred Software’s icon-driven app creates more than 9 million care notes; 94% of CQC inspected homes using mCare are rated as good or outstanding.
