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

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