Digital Account Manager

Person Centred Software Ltd; Guildford; Hybrid; GBP 33,000; Full time

Job summary

A leading software company in Guildford is seeking a Digital Customer Success Manager to engage with care home customers through scalable digital strategies. Responsibilities include managing customer portfolios, driving adoption, and collaborating with teams to enhance customer journeys. Ideal candidates will possess strong analytical skills, CRM experience, and a customer-focused mindset. The role offers a salary up to £33,000, 25 days' holiday, and additional perks including a pension scheme and staff discounts. Join us in transforming social care technology and making a real impact.

Benefits

Base salary of up to £33,000

25 days holiday, increasing with service

Contributory pension scheme

Cycle to work scheme

Employee Assistance Programme

Qualifications

• Experience in Customer Success, Account Management, or a related SaaS role.
• Proven customer management through digital engagement models.
• Ability to interpret usage data and customer health signals.

Responsibilities

• Own and manage a digital-led customer portfolio.
• Drive product adoption, retention, and customer value.
• Report on engagement and optimize programs.

Skills

Customer Success

Account Management

Strong analytical skills

Excellent written communication

Collaboration

Education

Relevant degree in Customer Success, Business, or Marketing

Tools

HubSpot

Salesforce

Job description

Are you passionate about helping people succeed at scale—and making a real difference along the way? We’re looking for a Digital Customer Success Manager to support and grow a pooled portfolio of care home customers through a digital-first, one-to-many engagement model. In this role, you’ll design and deliver scalable programs that help care teams get the most from our person-centred software, driving adoption, retention, and long-term value. Using data, automation, and thoughtful lifecycle communications, you’ll enable better outcomes for our customers—and the people they care for—every day.

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 £33,000 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.