Customer Success Manager - Emergency Services

The next step in your customer success career begins here.

Customer Success Manager - Emergency Services

This is an entry-level role focused on supporting the CSM team with day-to-day customer interactions, reporting and research, while building the foundations for a career in Customer Success.

Full-time Birmingham Hybrid

What are we all about?

Lots of solutions claim to bring digital communications teams together, but Orlo is the only platform purpose-built with the needs of public sector marketing, comms and citizen engagement professionals in mind. Since its creation back in 2012, Orlo has built a network of like-minded sector experts and community partners to help us on our mission to share best practices and industry insights.

Orlonians are committed to helping our customers build trust with their audience through brilliant conversations - and have fun along the way. You'll see our enthusiasm and passion for the work we do displayed throughout every interaction with us, whether it's on a customer call, on one of our wonderful webinars or at our flagship BIG Social event.

What are our values?

• We graft
• We give a sh t

Who do we work with?

At Orlo, we're proud to support some of the UK's most critical public service providers, including emergency services that protect and serve our communities every day. Our platform is used by a growing number of police forces, fire and rescue services, and other blue light organisations to streamline digital communications and build public trust. With clients such as West Midlands Police, Cheshire Fire & Rescue Service, and Merseyside Police, we enable emergency services teams to deliver timely, transparent, and secure digital engagement - whether during routine operations or in times of crisis. With strong relationships across the sector, including with 41 of the UK's police forces, our track record speaks volumes about the value we bring to those on the front line.

What's the Customer Success Manager role all about?

Our Customer Success team develops collaborative and supportive working relationships with our diverse customer base to ensure the adoption and use of the Orlo platform. We work with all of our customers to discover their business needs, objectives and committed obligations to help them get the most out of our digital conversations platform.

We take pride in making sure our customers get as much value as possible out of our solution, with training and support provided throughout the entirety of their time with us. Working closely with all internal stakeholders at every step of the customer journey, we genuinely care about delivering the best customer experience possible to new and existing clients.

We're looking for a professional, confident and experienced Customer Success Manager and/ or someone with a background working with organisations in the Emergency services sector, to join our growing team of Orlonians. Joining a well-established team, your key accountabilities would be:

What are the key responsibilities?

• Proactive account management of a portfolio of emergency services clients (e.g. police, fire & rescue)
• Ensure high levels of customer satisfaction, retention, and platform adoption
• Identify opportunities for expansion, supported by Seniors within the business
• Support onboarding and best-practice implementation for new and existing users, this may be online or in-person
• Work closely with the Support and Product teams to resolve issues and deliver customer feedback
• Demoing new product features to support future account growth
• Track and report on account performance, engagement, and success metrics
• Represent Orlo at emergency services events, conferences, and forums

What would Orlo love from you?

• Experience working in a SaaS company or working in a social media/digital/comms role within the emergency services sect
• A truly customer-centric person who'll go above and beyond to delight their customers
• Comfortable and confident with quoting and pitching commercial benefits
• Comfortable presenting performance to clients, the company and peers
• Experience working in the public sector is preferred; we're looking for a CSM who can understand and challenge customers' objectives
• The boring bit a clean driving license.

What will you get?

• Competitive salary and performance-based bonuses
• Flexible work hours and remote work options
• Professional development opportunities and access to industry events
• A collaborative and inclusive work environment with a focus on work-life balance

How to apply

If you are a successful customer success manager and have a deep understanding of the emergency services and public sector landscape, we'd love to hear from you. Please submit your CV and cover letter to .

Want to know what some of our existing employees have to say about working for Orlo? Check out their latest reviews on Glassdoor

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The only community engagement platform designed for the public sector

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