Customer Success Manager

About Us

At Polaris, we're on a mission to create a safer and fairer world. We provide software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers.

Since securing support from August Equity in May 2023, we've been on an exciting growth trajectory. We've expanded our reach both in the UK and internationally, acquired key companies like Farthest Gate, Clarity and JML Software Solutions, and invested heavily in our operations.

Our goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities. We've united our legacy brands under the Polaris name, creating a dynamic new identity that reflects our vision for the future.

This is an exciting time to join Polaris. We're seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry. If you're ready to be part of a team that's shaping the future of public safety and compliance technology, we want to hear from you.

Customer Success Manager

Sheffield based with travel to Client Sites as required

Full time 

Reports to the Head of Customer Success

Summary
As a Polaris Customer Success Manager, within the Police Division, you will be responsible for specific clients and will own their end-to-end customer journey, from initial onboarding, where appropriate, through to adoption of new software, supporting continued growth and development. 

You will be the lead for a variety of projects, managing both customer stakeholders and internal colleagues; you will work closely with the Professional Services and Support Teams to ensure timely and successful delivery of new or enhanced products and a high level of continued support for day-to-day business activity. 

At all times you will be the client’s trusted advisor ensuring customers achieve measurable value from our software. You will be responsible for promoting the most effective and efficient use of existing solutions, providing updates on new releases and user guides, performing health checks where necessary and continually sharing best practice, identifying opportunities for further growth and ensuring potential enhancements to our core business are considered and raised appropriately. 

For specified clients, you will perform regular business reviews and service reviews, being the conduit for feedback and where necessary, provide or arrange in-house or remote training, supporting Solution Architects with technical workshops to drive efficiency and consistency and improve the overall user experience. 

This important role combines project management, relationship management, and business analysis to deliver an exceptional customer experience for your dedicated accounts. 

In short, you will be the voice of our customer base.

Key Responsibilities:

·       Relationship Management: Act as the customer’s primary contact, improving confidence, satisfaction and retention, and identifying expansion opportunities. 

·       Project Management: Coordinate stakeholders, manage timelines and deliverables to ensure smooth and timely go-lives. 

·       Onboarding & Implementation: Lead customer implementation, including planning, and delivery of onboarding milestones, conducting post-implementation and retrospective reviews to inform future projects. 

·       User Acceptance Testing (UAT): Support customers during UAT, ensuring requirements are met and issues are resolved before an agreed go-live. 

·       Quarterly Business Reviews (QBRs): Conduct onsite QBRs with key accounts to review performance, system usage, drive adoption, provide updates on new releases whilst identifying growth opportunities to support efficiencies. 

·       Service Reviews (CSRs): Conduct service reviews with customers presenting key metrics such as return on investment, support responsiveness and adoption success aligning to satisfaction levels and upcoming needs. 

·       Reporting Requirements: Work with customers to gather and define reporting needs, designing interim solutions until productised. 

·       Monitoring: Monitor product usage and adoption and track through customer health score dashboards and key underlying metrics. 

·       Collaboration: Partner with Solutions Architects on technical requirements and with Support on issue resolution. 

·       Training: Deliver and support personalised training to customers following project onboarding, ensuring comprehensive user guides are made available and where possible, support Solution Architects with technical workshops to drive efficiency and improve client knowledge and user experience.

Success metrics 

·       Successful onboarding completion (time-to-value) 

·       Customer retention and Net Revenue Retention (NRR) 

·       Customer satisfaction (CSAT / NPS) 

·       QBR engagement and outcomes 

·       Service review outcomes 

·       Adoption of product features and usage levels 

·       Customer health scores

We are looking for someone who:

Essential 

·       Customer Success or Account Management experience 

·       Stakeholder management 

·       Project delivery experience 

·       Strong presentation skills 

·       Data driven decision making 

·       SaaS or enterprise software experience 

Desirable 

·       Policing / public sector experience 

·       Knowledge of customer success platforms such as Monday.com 

·       Experience running QBRs 

·       Change management experience

Mandatory requirements 

·       Travel to customers expected (all over UK) 

·       Police Security Vetting

What We Offer

·       25 days annual leave 

·       2 Moment in Time Days

·       Life Assurance 4 x base salary 

·       Private Pension with Scottish Widows

·       Health Care Cash Plan 

·       Hybrid working model 

·       Length of service additional time

Equal Opportunities

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic.

Please note that we can currently only consider candidates with an existing right to work in the UK.