About us:

We're Software Works For You. We build the software that thousands of UK gas engineers and heating businesses run their working day on — scheduling, quoting, invoicing, certificates and compliance.

Our customers are practical, plain-speaking people with no patience for software that wastes their time.

The role:

You'll look after a portfolio of existing customers, and you'll be on the phone with them constantly. This isn't a support desk role — you're not waiting for tickets to arrive.
You're calling out:

Getting customers real value from the product. You'll work out who isn't using the parts of the platform that would save them the most time, ring them, find out what's in the way, and sort it on the call. This is the heart of the job.
Owning the commercial conversations. Renewals, upgrades, pricing questions, and the occasional difficult call. You'll be trusted to handle these properly — without a script, and without reaching for a discount every time.
Being the customer's voice inside the business. What you hear on calls goes straight to our product team, and things get changed because of it.
Covering the support desk. A few scheduled slots so the team always has cover. Not the job, but it's the fastest way to learn what customers genuinely struggle with.

You'll be coached, not dropped in it.

You'll report to our Customer Success Manager, who will coach you properly — on the product, on reading the data behind your accounts, and on how to run a call that actually changes something. You'll own your own accounts and your own numbers from early on.

You don't need to arrive knowing our product or the heating industry. You need the right instincts. We'll build the rest.

What we're looking for:

2 to 5 years talking to B2B customers — customer success, account management, retention, or phone-based sales.
Someone who genuinely likes being on the phone. This is the job, all day, and it should be the part you look forward to.
Fluent, confident spoken English. You'll be speaking to engineers across the UK, often while they're out on a job, so being easy to understand and comfortable with how the trade talks really matters.
Commercially confident — you can hear "it's too expensive" without flinching.
Tech-savvy. You pick up new software quickly and you're curious about how it works. You'd rather figure something out than pass it on.
Organised and self-directed. Fully remote means nobody chases your follow-ups but you.
Clear, plain-English writer & speaker.
UK-based, with the right to work in the UK.

Nice to have: experience with tradespeople or small-business customers, time in a SaaS business, or any knowledge of the gas and heating industry. If you've come from the trade yourself, we'd genuinely like to hear from you.

What we offer:

Fully remote — work from anywhere in the UK.
A small, close-knit team that cares about each other and about the customers.
Real coaching, and a clear route to grow with a company that's growing.

How to apply:

Send us your CV through this listing. We keep it simple: a short first call, one interview with the hiring manager, and a practical exercise using real, anonymised customer scenarios.

Software Works for You Ltd

Customer Success Specialist - Fully Remote

About the Job