At Firefish Software, we give recruiters the tech they need to thrive in a changing market – but staying ahead takes more than product innovation. As a Technical Expert in our Customer Success team, you use your knowledge and experience in the recruitment industry and love of analysing data to help your portfolio of client accounts to swim to success with Firefish while maximising return by identifying relevant upsell and upgrade opportunities.
A natural communicator with a flair for solving problems, you always seek to find the right solutions for your customers and focus on the retention and growth of their business…and ours!
What you’ll do:
- Act as a trusted expert on Firefish software, helping customers optimise their workflows, achieve their goals, and see real return on investment
- Build strong, long-lasting relationships with customers, offering proactive support and clear communication that fosters trust and satisfaction
- Manage multiple client accounts with excellent organisation and prioritisation skills, ensuring renewals, retention, and account growth
- Use data and customer insights to identify risks, drive engagement, and spot opportunities for upselling and value-added services
- Deliver exceptional customer experiences by creating tailored success plans and solving problems before they escalate
You’ll also:
- Collaborate closely with internal teams to share customer insights, ensuring continuous product improvement and alignment with client needs.
- Stay up to date with Firefish features and industry trends to provide informed, strategic advice that helps customers get the most from their software.
- Play a key role in driving customer advocacy by promoting success stories, testimonials, and referrals that highlight Firefish’s impact.
You’ll excel if you have:
- A minimum of two years working in the recruitment sector, ideally as an Account Manager, Success Manager OR as an account manager in a related sector (e.g. a recruitment SAAS company or job board). A natural inquisitiveness and desire to explore the software and figure out solutions independently with a drive to understand both the product and the clients' challenges.
- Strong analytical capabilities to assess client data, identify under-utilisation of services, and develop tailored solutions that enhance client success and retention.
- Strong interpersonal skills, with ability to tailor communication style both internally and externally.
- Sales acumen & commercial awareness with a keen sense of business opportunities that align with client needs.
- Proven ability to prioritise tasks and manage multiple projects/clients needs simultaneously while maintaining attention to detail and adhering to SLAs.
We appreciate that to have a good life at work you need to have a good life outside of work too!
So, for this role we offer:
- Base salary of £37k - £45k
- Flexible, remote-first working allowing you to design your schedule around your priorities while staying connected during core hours
- Generous annual leave of 33 days (25 annual leave + 8 public holidays)
- Comprehensive medical cashback including optical, dental, therapy treatments and consultations up to £1,170 per year, plus additional allowance for dependent children
- Private healthcare and GP access, plus healthclub, retail, and lifestyle discounts to support your wellbeing
- Dedicated mental health support via a 24/7 helpline, face-to-face CBT sessions, and in-house mental health first aider
- Structured career development programmes, Career Journey Check-Ins and in-house coaches
- Reward and recognition schemes including peer kudos and Fish- and Team of the Month/Year awards
- Regular events both online and in person, and yes…
- …plenty of fish puns!