In-Form Customer Success Manager
Employer: Homeless Link
Location: Flexible - Hybrid or Remote working, to be agreed - Some remote working possible
Working hours: Full Time
Salary: Remote: £40,320 – £45,366 or Hybrid: £44,598 - £52,225
Closing date: 5pm Friday 22nd May 2026
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ROLE PURPOSE
• The In-Form Customer Success Manager is responsible for driving customer adoption, satisfaction and lifetime value across the In-Form customer base.
• The postholder will lead on the renewal of In-Form customer contracts as well as support on the post go live customer journey including onboarding, training, system reviews and expansion opportunities.
• This role is essential for protecting renewal income and ensuring our 350+ customers achieve maximum value from their In-Form systems.
• The post holder will work directly with customers and act as a primary advocate for them, balancing commercial goals with a deep commitment to the nonprofit sector.
ACCOUNTABILITY
Working in a commercial SaaS environment, the In-Form Customer Success Manager reports directly to the Head of In-Form Customer Success. They will also work closely with several In-Form technical consultants, In-Form training managers and In-Form business support colleagues. They will be part of the In-Form team which is made up of
40+ technical, sales, marketing staff working on In-Form and other Salesforce products.
In-Form sits as a key department at Homeless Link and there will be occasional overlap with other teams across the wider organisation. Currently this role does not have any line management or budget responsibility.
LOCATION
We are flexible about the location of this post. Hybrid staff are required to attend the office for a minimum of two days a week (also includes London Weighting on pay scale). Remote staff can work from home full time. However, regular travel may be required across the UK, including periodic attendance at Homeless Link’s offices in central London.
MAIN RESPONSIBILITIES
Customer Success and Adoption
• Go-live leadership: Manage the post implementation go-live contact programme, ensuring new customers feel supported and confident during their initial transition to the system.
• System reviews: Coordinate and lead regular system review meetings alongside technical consultants to identify how customers are using In-Form and where improvements can be made.
• Opportunity identification: Use data-driven insights to identify potential case studies, advocates, or upsell/upgrade opportunities that add value to the customer.
Recruitment Pack
2
• Voice of the customer: Capture structured customer feedback through informal and formal processes, support on the annual customer survey as well as the In Form User Hubs.
Risk and Escalation
• Conflict resolution: Act as a key point for handling escalations from support managers and resolving complex customer complaints or concerns.
• Health monitoring: Proactively monitor customer health including product adoption metrics to identify "at-risk" accounts early and take direct action to mitigate drops in satisfaction as well as churn risk.
• Relationships: Maintain executive-level relationships for targeted customers.
Renewal and Contract Management
• Pipeline leadership: Proactively manage the 90-day renewal pipeline to ensure high retention rates and meeting income targets.
• Commercial accuracy: Monitor accuracy of renewal quotes and respond to complex customer queries regarding system reviews, renewals, and contractual obligations.
• Lifecycle processing: Efficiently process licence reductions, system cancellations, and manage the off-boarding process to ensure data integrity and professional closures.
• Reporting: Produce regular management information and KPIs to track the health of the customer base and the progress of the renewal pipeline.
GENERAL
• Roles and objectives in Homeless Link may change. All members of staff are expected to be prepared to work flexibly in response to changing business needs.
• All members of staff are expected to undertake any other responsibilities or tasks that are consistent with their role and/or reasonably required by the Chief Executive.
• All members of staff are required to operate in accordance with Homeless Link’s values, policies and procedures.
This is a description of the job as it is presently constituted. It is the practice of Homeless Link to examine job descriptions from time to time and to update them to ensure they relate to the job as then being performed, or to incorporate whatever changes are required to reflect business needs. This will be conducted in consultation with you. It is the organisation’s aim to reach agreement on changes, but if agreement is not possible, the organisation reserves the right to insist on changes to your job description, after consultation with you.
Person specification
Essential
• Demonstrable experience (typically a minimum two years’) working in a dedicated customer success or account management role with a proven track record of driving product adoption, increasing customer satisfaction and managing commercial renewals
• Customer-focused attitude with the ability to develop and nurture great client relationships
• High emotional intelligence and empathy skills
• A genuine interest in the nonprofit and homelessness sectors, motivated by making a tangible difference through technology
• Excellent numerical skills with the ability to interpret data and health metrics to inform proactive decision-making
• Exceptional written and verbal skills, comfortable communicating with senior stakeholders and managing difficult conversations or escalations
• Experience of using CRM systems and/or other databases
• Experience of following complex financial and administrative procedures
• GCSE Maths and English or equivalent
• Good knowledge of MS Office applications, in particular Excel and Word
• Good problem-solving skills
• Ability to work independently, yet supportively within a wider team and to be able to work with a variety of internal and external stakeholders
• Good time management skills with the ability to plan and support the delivery of projects to agreed timescales
Desirable
• Proficiency with Salesforce and/or other CRM systems
• Previous experience working or volunteering within a charity or social enterprise and/or in a SaaS environment
• An understanding of budgeting, financial accountability and reporting
GENERAL REQUIREMENTS FOR ROLES AT HOMELESS LINK
Essential
• Willingness and ability to work outside normal office hours and travel within the UK
• Willingness and ability to operate in accordance with the values and policies of Homeless Link
• Willingness and ability to work flexibly in response to changing organisational requirements
• Commitment to bring into the work the views, needs and voices of people with direct experience of homelessness
Desirable
• A sound understanding of the causes, consequences and solutions to homelessness based on direct experience
Key Competencies
Summary of Core Competencies
Personal Contribution Working with Others Organisational Contribution
Personal Effectiveness:
Demonstrating effective working practices, striving to deliver high performance
Effective Communication:
Demonstrates ability to communicate concisely, accurately and persuasively verbally and in writing with a range of audiences
Teamwork: Working cooperatively, building and nurturing strong relationships within and outside the organisation.
Stakeholder Focus:
Identifying, understanding and striving to exceed the needs of all stakeholders.
Explanation of terms used
Resource and Project
Management: Achieving
results through efficient and effective management of projects and resources.
Entrepreneurial and Innovative Thinking:
Generating and developing
imaginative and innovative
solutions and opportunities.
• Role description: gives details of the duties of the post. Use this as a guide to decide whether you think the job would suit you.
• Person specification: lists the criteria, which will be used to assess your application and covers the qualifications, specialist knowledge, experience, and track record that we are looking for.
• Key competencies: these are for your information. We will look for evidence of all these during the interview and testing stage if you are shortlisted.
2. Employee Benefits
Salary Scales for In-Form Customer Success Manager
Incremental Scale 7 Points
Remote: £40,320 – £45,366
Hybrid: £44,598 - £52,225
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