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Customer Success




Home Working / Office Based




October 2021

The Mission of Zinc’s Systems

Zinc’s mission is to help customers protect what matters to them.

Founded in 2004, we are a privately-owned Software as a Service company that delivers trusted security and safety platforms to enterprise and public sector organisations. The business has enjoyed year on year growth, 60+ staff and has a strong UK footprint as well as international reach.

Our growth strategy to date has been focused on client retention and product development as we have aligned ourselves with our clients so that we are informing their roadmap as well as them informing ours. This collaborative approach has led to a number of awards in partnership and application of new technology. As a company, our Synapse product is leading the field of safety and security incident management. We are able to deliver differentiation to our clients across three key sectors – Government, Corporate and Retail.

Division Overview:

We are known as leading web technology innovators. We have invested many years into developing our own technology platforms and these now power some of the UK’s largest organisations, Government and SME customers.

The technology division has undergone significant growth in recent years and we see this as being a huge area of further expansion for Zinc moving forward. We have a culturally diverse team with a reputation for using innovative, collaborative working practices; operating in a SaaS environment to provide our market leading Synapse product range that assists organisations in gaining actionable insight, optimising decision making, profit protection, reducing response times, and significantly improving communications between staff and stakeholders.

We have an exciting opportunity for a new role within our Professional Services team as a Customer Success Manager.

The Customer Success Manager will be responsible for developing customer relationships that promote retention and loyalty. You will be working closely with our customers to ensure they are satisfied with the services we provided and to establish where improvements can be made.

We are looking for someone with proven experience in Customer Success who has a positive can-do attitude, is solutions focused and skilled and experienced in supporting, growing and delighting our customers.

Is it right for you?

  • Are you passionate about your customers and their success?
  • Are you enthusiastic about the product that you are supporting and a natural ideas generator?
  • Are you persuasive and know how to build a strong business case?
  • Can you spin lots of plates?
  • Are you a natural investigator?
  • Can you sell a product without actually selling?
  • Do you love data and analytics?

Your key responsibilities will include…

  • Being the primary point of contact for our portfolio of customers across varied solutions and sectors.
  • Drive the overall customer relationship, acting as the customer advocate in the business.
  • Working with customers to establish critical goals, or other key performance indicators that can be measured to determine success.
  • Help customers to achieve success and increase adoption of features by understanding their vision and advising how the platform can be leveraged to meet their requirements.
  • Expand the use and engagement of Synapse by promoting new features and solutions.
  • Use analytics data and other measurement tools to understand where usage of the product can be improved and work with customers to implement change to increase user satisfaction and engagement.
  • Coordinate leadership workshops with client and senior management of Zinc.
  • Identify and escalate customer needs/issues to ensure a quick resolution.
  • Train and upskill customers when new product features are released.
  • Work with the Service Desk Team to monitor and report customer issues.
  • Support the Product Team in identifying, scoping and prioritising opportunities for new features and functionality.
  • Prepare reports, case studies, and presentations on customer success data and improvements, for delivery to both internal and external audiences.
  • Innovate, solutionise and promote great ideas
  • Provide crime and intelligence analyst support when required.

What experience we require…

  • Experience working within Customer Success / Account Management or a similar role.
  • Customer service skills.
  • Crime and intelligence experience for protecting people, profits and property.
  • IT literate and understanding of common software solutions and a SaaS environment.
  • Writing of specifications, wireframing and acceptance criteria
  • Gherkin Language and Jira Cloud experience – Desirable.
  • Ability to work independently and as part of a team.

About Zinc:

We recognise the need for ‘Intelligence-led security’ and we meet this need through Synapse, a pioneering, scalable and fully configurable software platform which delivers end-to-end security, safety and risk management solutions to our customers.

Synapse has a number of applications that have been configured and tailored to meet the needs of specific sectors. These applications all live within the Synapse family, as such our clients enjoy a holistic approach to investment and a fast pace of continuous improvement that only agile working models can achieve.

Zinc Systems has undergone significant growth in recent years and we see this as being a huge area of further expansion moving forward. We have a culturally diverse team with a reputation for using innovative, collaborative working practices.


Our newly built office is based in a highly desirable Northamptonshire village. 5-10 minutes from Northampton town centre.


Please send your CV to

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