Who are we?

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.

Global Mission Statement

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.

Inclusion and Belonging at Commusoft

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.

Department Mission Statement

Meet our Head of Client Operations. 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.

What you’ll do:

• End-to-End Onboarding & Enablement: Lead clients through the full onboarding process, defining the technical project plan and key success goals. Enable specific platform configuration and workflow development based on their business needs.

• Training & Consultation: Deliver engaging product training sessions tailored to different client roles and technical abilities. Ensure clients feel confident using the platform and can embed it effectively into their workflows.

• Technical Guidance: Act as the primary technical advisor, providing high-level consultation and best practices for technical setup, integrations, data migration, and advanced system configuration. You will guide the client to perform the work, rather than doing it for them, focusing on the strategic 'why' and 'how'.

• Smooth Handover & Collaboration: Collaborate with the Sales team to capture client requirements and expectations, ensuring a seamless transition into onboarding and providing technical expertise during pre-sales conversations.

• Technical Problem-Solving: Address client technical queries and challenges with a consultative approach. Serve as the primary escalation point for complex technical pain points raised by the Client Success Partners, ensuring quick and accurate resolution.

• Product Configuration & Optimisation: Work with clients to configure features and settings to suit their unique business processes, while advising on optimal ways to use the platform for maximum value. Document and flag potential expansion opportunities identified through configuration needs (e.g., specific integrations, custom modules).

• Client Readiness & Monitoring: Regularly check client adoption progress, ensuring training goals are met and clients are confident using the system. Utilise platform usage data to proactively identify configuration risks or adoption blockers during the launch phase.

• Feedback & Continuous Improvement: Gather and communicate client feedback during and after onboarding to the Product and Engineering teams to influence the product roadmap and improve implementation processes.

• Cross-Functional Collaboration: Partner with Product, Support, and Client Success colleagues to ensure client onboarding is smooth and scalable, flagging any technical improvements needed. Serve as a subject matter expert on the client's third-party software and technology stack.

• Proactive Content & Adoption: Leverage tools like Userflow to create and enable targeted, automated product walkthroughs for onboarding and feature adoption. Coordinate and manage client participation in Beta Programs for new features and releases.

Your skills, behaviours and values:

• B2B SaaS Onboarding: 2 years’+ experience in a Technical Consulting or Onboarding role within a B2B SaaS environment.

• Technical Aptitude: Demonstrated comfort with data migration, complex system configuration and troubleshooting technical platform challenges.

• Training & Facilitation: Experience delivering training sessions (1:1 or group) in a way that is engaging, clear, and tailored to different client needs.

• Consultation Skills: Proven ability to provide strategic, high-level advice rather than hands-on assistance. Must be skilled at educating clients to use the system themselves.

• Project Management: Proficiency in defining, structuring, and managing technical client onboarding projects and timelines.

• Data Fluency: Ability to analyse product usage data and interpret adoption metrics to inform client configuration strategies.

• Expectation Management: Strong ability to manage scope, negotiate client requirements, and articulate technical limitations clearly and professionally.

• Product Enablement: Hands-on experience with user adoption or enablement tools (Userflow, etc.) or a high technical aptitude for quickly mastering them.

• Communication: Exceptional verbal and written skills, with the ability to translate complex technical concepts into clear, client-friendly business value.

• Solutions-Oriented and Scalable Thinking: Possesses a proactive approach to anticipating and solving challenges, always seeking ways to improve efficiency and reduce client reliance on one-to-one support.

• Organised & Adaptable: Skilled at managing multiple client onboarding projects simultaneously, with a structured approach to project milestones and timelines in a fast-paced environment.

Salary & Benefits:

The base salary is £35-39,000 per year.

The other elements of your compensation include: 23 days off (increase with tenure) plus the UK bank holidays, £50 monthly gym contribution, pension contribution, private healthcare option, extended parental leave, remote working over Christmas and during the summer period, up to 5 days holiday-buy-in-scheme, drinks and snacks provided at our new modern workspace next to Elephant & Castle underground station.

And you’d probably like to know that we have a hybrid working model (8 days a month in the office minimum) but it is an open door so feel free to come in more if you'd like! Please note that for the first month you will be required to come in full-time 8.30am-5.30pm.