Client Success Manager

  • Mallcomm
Company: Mallcomm
Location: Bury St Edmunds, UK
  • Full Time
  • Anywhere

Mallcomm is a product by leading software and marketing company Toolbox Group. The Mallcomm division head office is in Bury St Edmunds, Suffolk, but also has offices in Warsaw, Poland and Los Angeles, USA. The company has clients in 23 countries and works with some of the world’s most iconic properties.

Job description

The principal role for the Client Success Manager is to be the voice of the client internally and to ensure the client grows from strength to strength. This is a people focused position backed by tech savvy story telling. Managing, implementing, delivering, nurturing and focusing on success is KEY.

Focus and responsibility

1. Maintain the account administration for your clients in collaboration with the wider Client Success Management (CSM) Team and applicable internal departments
2. Learn, understand and appreciate the client’s unique characteristics and how Mallcomm will / currently meets their needs. Use this to grow the benefits which the solution can provide for the clients.
3. Using standard CRMs (Hubspot,, etc) track and report on clients and provide insight into the Business Development and business reporting processes.
4. Assist clients with queries, training (where required), attend client meetings and implementation as required for your clients.
5. Understand, record and report clients needs for action and configuration within the CMS (Content Management System) or collaboration with various internal teams (support, product, etc).
6. Demonstrate the Mallcomm solution (remotely or in person) as required by the team or to support Business Development
7. Collaborate, and provide input, for various internal teams, including but not limited to Product, Development, Studio, Finance and Business Development.
8. Support the team (EMEA & Americas) in collective brainstorming on bespoke client solutions and how to drive success for ALL of our clients.

Relevant knowledge

  • Knowledge of using content management systems is beneficial.
  • General knowledge of Tech related solutions (web portal, Apps, etc) recommendations.
  • Understanding the PropTech Market is beneficial
  • Full computer literacy and comfort in tech facing role (Excel, Word, Powerpoint, CRM, etc).

Relevant skills

  • Experience of presenting products, concepts and ideas to client
  • Excellent written and verbal communication skills – bilingual would be an advantage in European Languages
  • Proven relationship development in a commercial environment

Relevant experience

  • Proven to be able to work without direct supervision in a role
  • Experience of at least 2 years client facing experience in a Tech Support / Account Management / Client Success / Customer Success / Platform implementation role
  • Experience of presenting products, concepts and ideas to clients
  • Experience completing implementation projects and coordinating multiple deliveries at the same time, working autonomously.

Our benefits

1. Hybrid working from your home, and our offices for collaboration with your team
2. Learning and Development plan bespoke to you with funding allowance from us
3. 22 days paid holiday, plus Bank Holidays (Increasing to 25 days in January 2022)
4. Employee Assist Programme to support your Health
5. Modern office with refreshments, great coffee, table football etc.
6. Stakeholder pension after 3 months (if meeting legal criteria)
7. Volunteering day to further support our ESG strategy
8. Social events Group wide (COVID secure)
9. A friendly, international team of passionate people (our typical language is English)
10. Company dog and cat in our Bardwell office that visit Beacon House.

How to apply

To apply, please send a copy of your CV with a covering letter to our HR department by clicking here.

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