The Role
Our client is a category-defining startup building the operating system for institutional residential real estate investment. Having successfully launched and secured top-tier capital, they are now looking for a Customer Success Manager based in London to ensure their institutional partners achieve maximum ROI from the platform.
This is not a traditional "support" role. You will be a strategic partner to global funds and asset managers, overseeing the post-sales lifecycle. You will be responsible for onboarding sophisticated users, driving platform adoption, and identifying expansion opportunities within some of the largest investment portfolios in Europe.
The Responsibilities
- Lead Institutional Onboarding. Manage the transition from "Closed-Won" to fully operational, ensuring complex investment teams are successfully integrated into the platform.
- Drive Strategic Adoption. Act as a consultant to our partners, helping them leverage data and automation to hit their deployment and asset management targets.
- Own Retention & Expansion. Monitor account health, lead Quarterly Business Reviews (QBRs), and work closely with Sales to identify opportunities for upsells or territory expansion.
- Be the Voice of the Customer. Synthesize feedback from sophisticated investors and translate it into actionable insights for our Product and Engineering teams.
- Build the CS Playbook. As an early hire, you won't just follow a process—you will help design the workflows and success metrics that define the department as we scale.
The Skills & Competencies
- 3–5 years in Customer Success or Account Management. Ideally within B2B SaaS, FinTech, or a consultative professional services environment.
- Analytical Fluency. You are comfortable with data, investment metrics, and reporting; you can tell a story through numbers.
- Relationship Architect. Proven ability to manage senior stakeholders (VPs of Real Estate, Fund Managers) and build long‑term trust.
- Self‑Sufficiency. You thrive in a fast‑paced, "build-as-you-go" environment and take full ownership of your portfolio.
- Language skills. Professional fluency in English is required.
⭐The Differentiators
- Multilingual: Fluency in Spanish or German is a significant plus for our European expansion.
- Domain Knowledge: Understanding of real estate investment lifecycles or institutional asset management.
- Startup Experience: You have helped scale a CS function at a Seed or Series A company.
⏳ The Benefits
- Real ownership. Direct responsibility for the success and retention of major institutional accounts.
- Direct founder access. Collaborate with leadership to refine the platform’s value proposition.
- High learning curve. Master the intersection of PropTech, asset management, and institutional capital.
- Clear growth path. Opportunity to lead the CS or Account Management team as the London office grows.
- Competitive compensation. Competitive base salary + performance-related bonuses.
✅ The Process
HR Screening → Hiring Manager Screening → Role Play Exercise → 2x Business Interviews → Culture Fit Interview → Offer
The Employer
Our client is a technology‑led investment platform. They are replacing manual, fragmented processes with a unified, high‑performance digital infrastructure for institutional capital, upgrading local rental stock and improving energy performance across European housing markets.
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