Commercial Manager

About OpusApeiro

OpusApeiro is a rapidly growing SaaS company transforming workforce management and supply chain oversight through innovative technology and industry expertise. Our platforms help organisations streamline onboarding, compliance, workforce deployment, attendance, payroll, reporting, and operational performance through a single connected ecosystem.

As our client base continues to grow, we are looking for an experienced Commercial Manager to lead our Customer Success function and help shape the future of client engagement at OpusApeiro.

The Role

This is a leadership role within our Commercial Team, responsible for ensuring our clients achieve measurable value from our products and services from the moment they join us.

You will lead our Customer Success team, oversee client onboarding and implementation projects, strengthen strategic client relationships, and identify opportunities to improve customer outcomes and commercial growth.

Working closely with the Head of Commercial, Technical Services Team, and Product Team you will ensure that every client receives a consistent, professional, and value\-driven experience throughout their journey with OpusApeiro.

What You Will Be Doing

Team Leadership \& Development

• Lead, mentor and develop a growing team of Customer Success Executives.


• Create clear objectives, KPIs and development plans for the team.


• Foster a culture of accountability, ownership and customer advocacy.


• Conduct regular coaching, performance reviews and development sessions.

• Oversee all customer onboarding and implementation projects.


• Ensure smooth transitions from Sales through to Customer Success.


• Develop and refine onboarding frameworks, processes and best practices.


• Monitor implementation progress and proactively manage risks and challenges.


• Ensure customers achieve value quickly and effectively.

• Build strong relationships with key stakeholders across customer accounts.


• Conduct strategic review meetings and success planning sessions.


• Analyse platform usage and customer feedback to identify opportunities for improvement.


• Manage escalations and ensure successful resolutions.


• Drive customer retention, engagement and long\-term satisfaction.

• Identify opportunities for upselling and cross\-selling additional products and services.


• Work closely with the Head of Commercial and Partnership Executives to support revenue growth.


• Contribute to client retention and renewal strategies.


• Support customer success initiatives that strengthen long\-term commercial relationships.

• Develop scalable processes, templates and playbooks.


• Work with Technical Services and Product teams to improve customer experience.


• Use customer feedback and performance data to drive continuous improvement.


• Ensure alignment with company standards, governance requirements and best practices.

Essential Experience

• Experience leading a Customer Success, Account Management, Client Services or Implementation team.


• Strong stakeholder management and relationship\-building skills.


• Experience managing onboarding or implementation projects.


• Excellent communication and presentation skills.


• Commercial awareness with the ability to identify growth opportunities.


• Strong organisational and project management skills.


• Experience working within a SaaS or technology environment.

• Experience working with enterprise or multi\-site clients.


• Experience managing customer retention and renewal programmes.


• Knowledge of workforce management, compliance, security, facilities management, or hospitality sectors.


• Experience working with customer success metrics such as NPS, CSAT, retention and time\-to\-value.

• Join a fast\-growing technology business with ambitious plans for growth.


• Lead and shape a key function within the company.


• Work closely with senior leadership and influence business strategy.


• Manage a growing and talented Customer Success team.


• Genuine opportunities for progression as the business expands.


• Be part of a collaborative, innovative, and customer\-focused culture.

Benefits:

• Additional leave


• Bereavement leave


• Company pension


• Health \& wellbeing programme


• Private dental insurance


• Private medical insurance


• Transport links

• Bristol BS1 3AG: reliably commute or plan to relocate before starting work (required)

• Driving Licence (preferred)

• United Kingdom (required)

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