Customer Success Manager - PropTech (SaaS)
We are looking for a Customer Success Manager to build strong client relationships, drive platform adoption, and ensure customers achieve maximum value from our solutions. You will act as a trusted advisor, supporting customers throughout their journey and helping them achieve their business objectives through effective use of the platform.
Key Responsibilities
- Serve as the primary day-to-day contact for a portfolio of customers, building trusted relationships with key stakeholders and maintaining a strong understanding of their goals, challenges, and priorities.
- Lead customer onboarding activities, ensuring a smooth transition from implementation to ongoing platform adoption and success.
- Deliver regular customer check-ins, strategic reviews, and training sessions to drive engagement, platform utilisation, and customer satisfaction.
- Monitor customer health metrics, product usage, and engagement trends to proactively identify risks, address concerns, and support long-term success.
- Act as the voice of the customer internally, working closely with Product, Support, Operations, and Delivery teams to resolve issues and improve the customer experience.
- Provide guidance and best practice recommendations to help customers optimise processes and maximise the value they receive from the platform.
- Develop and maintain customer success plans, documenting objectives, milestones, and progress against agreed outcomes.
- Identify customer challenges and coordinate internal resources to ensure timely and effective resolution.
- Gather and communicate customer feedback to support continuous product and service improvements.
- Support customer retention through proactive engagement and relationship management; however, this role does not have responsibility for contract renewals, commercial negotiations, or upsell activities, which are managed by the relevant commercial teams.
Skills & Experience
- Experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.
- Strong relationship-building and stakeholder management skills.
- Excellent communication, presentation, and problem-solving abilities.
- Experience working in a SaaS or technology environment preferred.
- Ability to manage multiple customer relationships and priorities simultaneously.
- A customer-centric mindset with a passion for delivering exceptional service.
Success Measures
- Customer satisfaction and advocacy.
- Platform adoption and engagement.
- Achievement of customer objectives and outcomes.
- Customer health and retention metrics.
- Successful onboarding and ongoing customer engagement.
What We Offer
- 25 days annual leave, plus bank holidays
- Company pension scheme (Aegon)
- 1 paid volunteer day per year
- Season ticket loan
- Cycle to Work scheme
- Electric vehicle salary sacrifice scheme
- Private medical insurance
- Quarterly team socials and company events
- A collaborative and supportive working environment
- Opportunities for professional development and career growth