Client Product Success Lead

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the South East. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant. We are looking for a proactive and client-focused Client Products Customer Success Lead to own the success and strategic adoption of our client-facing product solutions. You will play a key role in driving client satisfaction, retention, and long-term value through assuring the client product builds prior to go-live, then hands-on support, relationship management, and deep product knowledge. This is a 15 month fixed term contract, ideal for someone who thrives at the intersection of customer success, product insight, and operational excellence. You’ll be the voice of the client within the organization, ensuring our solutions deliver maximum impact and continuously evolve to meet client needs. What You’ll Deliver Client Relationship & Success Management * Ensure client products are assured prior to go live, ensuring both internal & external senior users are happy with the product builds. * Serve as the main post-launch point of contact for clients during hyper care, liaising with other Team Leads to proactively resolve issues and ensure customer success. * Understand client systems and how the Axis client product builds support these, to ensure ongoing customer success. * Work with the Product Operations and Service Excellence teams to ensure any client facing product issues are resolved quickly and efficiently. Product Expertise & Enablement * Act as a product expert, guiding clients through feature adoption, configuration optimization, and usage best practices. * Work closely with the Product and Support teams to address client feedback, bugs, and enhancement requests. * Assist clients in navigating product updates, training, and documentation. Cross-functional Collaboration * Partner with Sales, Product, Engineering, and Implementation teams to ensure seamless handoffs and alignment across the client lifecycle. * Advocate for client needs internally and contribute to product roadmap discussions with data-driven insights. Operational Reporting * Provide internal stakeholders with regular updates and reports on client health and engagement. About you * Expertise in working with clients to assure products prior to release, and resolve issues as part of a successful relationship. * Experience in Axis client products, including Dynamics CE and the Rocc Connector tool. * 5+ years’ experience of working with both clients and internal staff * Ability to understand integration models and identify what needs to be assured prior to go live. * Experience of troubleshooting issues with internal and external issues. * Proven track record of building strong client relationships with key technical and operational staff to ensure successful outcome * Enthusiastic, self-starting, and comfortable working autonomously and collaboratively. * Empathetic, client-oriented, and an active listener. * Confident working with technical products, with the ability to troubleshoot, problem-solve and guide users. * Strong communication skills, both written and verbal, and the ability to convey complex product and technical issues clearly. * Willingness to travel across the UK to support client product build * Full UK driving licence required What We Offer * Salary up to £50,000, plus benefits including: * Bonus scheme (eligible after 1 years’ service) * Pension scheme and life assurance * 25 days’ holiday + bank holidays * Perkbox (discounts, perks & wellbeing offers) * 1 paid volunteer day Why Axis CLC Joining Axis CLC means being part of a national team delivering essential services across housing, education, healthcare, defence and commercial property. We value reliability, quality and social impact, and offer meaningful work with real opportunities to grow. Our Commitment to Inclusion Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know