Customer Success Manager - PropTech (SaaS)
hace 11 días
Bath
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