Come and Meet the Founder in this 1-minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.
From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and has a positive impact in the field service software market. Since 2006, we’ve transformed not only our services and offerings but also the business operations of thousands of service companies that rely on our software daily.
Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, comprehensively supporting clients from day one, and always being open and transparent with our community, these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.
Our clients come from all walks of life, and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process, and we intend to genuinely drive transformational change when it comes to diversity, inclusion, and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.
At the heart of Commusoft's success lies our Client Operations, a unified, strategic powerhouse dedicated to maximising client value. Our core mission is the dual pursuit of outstanding client sentiment and driving our Net Retention Rate. We are not just Support; we are dedicated partners, transitioning from a reactive model to a specialised, proactive system designed for scalable growth and deep client empowerment.
Our commitment is delivered through three synergistic teams, ensuring every client feels supported, valued, and successful:
Client Success: We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement. We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates.
Technical Support: We are the expert problem-solvers, providing advanced, complex technical resolution. We leverage data and streamlined processes to proactively build a continually improving service model that not only fixes issues but also builds client confidence and deepens satisfaction.
Knowledge & AI Enablement: We are the central engine for empowerment and scalability, curating all internal and external knowledge. This drives AI-powered first-line assistance, equipping clients and employees with the self-service resources required for instant answers and independent success, directly improving the client experience.
Our specialisation ensures that client sentiment remains the foundation of our success, where our expert, targeted service consistently stands out as Commusoft’s key differentiator.
As a Client Success Consultant, you will be a key driver of our global growth, primarily supporting our expansion in the US while actively managing a portfolio of UK-based clients. You will serve as the primary technical and strategic advocate for our clients, owning the journey from initial technical onboarding through long-term relationship mastery and commercial expansion.
Your primary focus is technical enablement: ensuring clients are configured for success and empowered to use the platform independently. Additionally, you will adopt core strategic functions to drive client sentiment and Net Retention Rate (NRR)
End-to-End Onboarding: Lead clients through the full technical project plan, defining key success goals and ensuring a smooth transition from sales.
Technical Advisory: Act as the primary advisor for system configuration, integrations, data migration, and advanced workflow development.
Empowerment & Training: Deliver engaging, tailored training sessions that enable clients to embed the platform effectively into their daily operations.
Technical Problem-Solving: Address complex technical challenges with a consultative approach, serving as the subject matter expert for the client’s third-party software stack.
Optimisation: Regularly review platform usage data to proactively identify adoption blockers or configuration risks during the launch phase.
Relationship Mastery: Build trusted, long-term relationships, serving as the central point of communication and go-to advisor throughout the client lifecycle.
Commercial Growth: Own the renewal lifecycle for your portfolio and identify opportunities for clients to grow their use of our ecosystem through add-ons and upgrades.
Strategic Advisory: Conduct regular Business Reviews to showcase value, align product roadmaps with client goals, and drive adoption of underutilised features.
Advocacy: Act as the "voice of the client" internally, providing high-priority technical and commercial feedback to the Product and Engineering teams.
Market Specialist: Act as a bridge between US clients and our UK-based Product team to ensure we are meeting local market requirements.
B2B SaaS Experience: 3+ years in a Technical Consulting, Onboarding, or Account Management role within a B2B SaaS environment.
Technical Aptitude: Demonstrated comfort with complex system configuration, data migration, and troubleshooting.
Training & Facilitation: Experience delivering training sessions (1:1 or group) in a way that is engaging, clear, and tailored to different client needs.
Commercial Acumen: Proven ability to manage contract renewals and identify expansion opportunities in a value-first manner.
Executive Communication: Exceptional storytelling and influencing skills, with the ability to present to C-suite executives.
Strategic Business Acumen: A deep understanding of business models and the ability to translate product features into significant ROI for the client.
Data Fluency: Ability to analyse complex data sets, such as usage patterns and churn predictors, to identify strategic risks and opportunities.
Organised & Adaptable: Skilled at managing multiple client onboarding projects simultaneously, with a structured approach to project milestones and timelines in a fast-paced environment.
The base salary is $70,000 per year
Other elements of your compensation include: Gym membership contribution - Healthcare, Dental, and Vision insurance - 20 days of PTO + 11 US national holidays - 5 paid sick days - 5-day-holiday-buy-in-scheme - Simple IRA (equivalent to a 401K) - Remote working during Christmas and summer periods - drink and snacks in the office - Social events - Focus on continuous training and access to conferences.
And you’d probably like to know that we have a hybrid working model (8 days a month in the office) but it is an open door so feel free to come in more if you'd like! Please note that for your first 4 weeks, you will be required to come in full-time 8 am-5 pm. We are based in Fulton Market, Chicago.
