Customer Success Manager at Specifi.io ltd

About us

Specifi builds the software that audio visual and smart home integrators run their businesses on. Proposals, projects, work orders, purchasing and invoicing, and a customer portal, in one place, built specifically for our industry rather than adapted from something generic. Our customers are the people who design and install home cinemas, whole house audio, lighting control and security systems.

They are small, highly skilled businesses, and they are exceptional at their craft. They did not get into it to spend their evenings writing quotes, which is where we come in. We work with integrators across the UK, Ireland, the United States and Australia, and you will find us at CEDIA, ISE and other shows and events every year.

The role

We are growing, and we are at the point where the relationship after the sale deserves somebody of its own. Our technical team runs a genuinely good onboarding, and our sales team knows every customer by name. What we want now is one person whose entire focus is the months and years that follow: someone who rings a customer after their first real project to see how it went, who understands what each business is actually trying to achieve, and who carries that back into the company.

You will be the voice of the customer inside Specifi. When an integrator tells you their proposals would work better a certain way, or that there is a supplier they would love us to carry, you are the person who makes sure it reaches the people who can act on it, and who goes back to the customer to tell them what happened. That second half is the part most companies skip and the part we care about.

You will sit between our sales and technical teams, and over time you will become genuinely expert in the platform yourself. Not a developer, but the person who can join a call, understand exactly what a customer is trying to build, and show them how to do it.

What you will do

• Stay close to customers.
• Regular, planned contact with every customer on your book.
• Not a survey link, an actual conversation.
• Get new customers to their first win.
• Take handover after setup, make sure everything is running the way they need it, and agree the next steps that turn a new account into a confident one.
• Be their advocate internally.
• Capture feedback and feature requests from every conversation, spot the patterns across customers, and bring that to the team so it shapes what we build next.
• Look after them day to day.
• Questions by email, phone and in app chats.
• Clear, quick and helpful, with nothing falling between the cracks.
• Keep the record straight.
• Accurate customer records and reporting, so the whole business can see what our customers are telling us.

Experience

Essential

• At least two years in a customer-facing role: customer success, account management, support, onboarding, inside sales or similar.
• Time spent with software or SaaS customers counts double.
• Experience owning a set of accounts and running your own diary of contact, rather than only working from an inbound queue.
• Confident dealing directly with business owners and decision makers on the phone, not just email.
• Comfortable in CRM and helpdesk tooling (Intercom, Zoho, Zendesk or equivalent), and quick to pick up new software without waiting to be trained on it.
• Strong written English. You will be putting things in writing that customers act on.
• Eligible to work in the UK.

Nice to have, and worth telling us about

• Any background in AV, smart home, electrical, construction or trade distribution. We can teach you the industry, but a head start is a real advantage.
• Experience with quoting, proposal, estimating or project management software, either using it or supporting it.
• Having been the first person in a role, or having built a process from scratch rather than inheriting one.

We are not asking for a degree.

What we are looking for

• Warm and genuinely interested in people.
• Much of this job is talking to business owners who did not have you in their diary, and they should be glad you rang.
• Meticulous. Calls and emails capture themselves here, so this is not about note taking. It is about coming off a long conversation and knowing which one thing in it actually matters, tagging it so it still means something in six months, and then doing what you said you would.
• Articulate, on the phone and in writing.
• Our customers are direct and busy and they appreciate the same back.
• Hungry. Small company, new role, real ownership. You will shape how this works rather than inherit it.
• Technically curious. No technical background needed, but you should enjoy getting properly under the bonnet of software.

Work Location and Hours

This role is based in our Bangor office, 12pm to 8pm Monday to Thursday and 11am to 7pm on Friday. It is not remote and it is not hybrid.

These are afternoon and evening hours, and they are deliberate. It means we cover our UK and American customers properly, because midday here is seven in the morning on the east coast. Fridays start and finish an hour earlier, so the weekend does not start at eight o’clock at night.

Pay and Benefits

• Pay: £35,000.00-£38,000.00 per year
• Basic salary: £35,000 to £38,000, plus £6,000 annual performance bonus
• Benefits: Casual dress, Company events, Free parking, Private medical insurance
• Ability to commute/relocate: Bangor BT19 7HJ: reliably commute or plan to relocate before starting work (required)
• 28 days holiday including bank holidays
• Workplace pension
• A real say in the product
• Small team, short distance between spotting something and seeing it built
• The chance to travel to industry trade shows if you want it

Requirements

• Work authorisation: United Kingdom (required)
• Work Location: In person

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