Customer Success Manager

About the Role
  
Our client is looking for an experienced and proactive Customer Success Manager to take ownership of a portfolio of customer relationships and ensure customers achieve measurable, long-term value from the organization’s products and services.
This is a hands-on Customer Success position that extends beyond traditional account reviews and renewal management. The Customer Success Manager will own relationships throughout the customer lifecycle, from onboarding and implementation through adoption, ongoing delivery, issue resolution, retention, and account growth.
The successful candidate will be highly customer-focused, commercially aware, and comfortable working with technology and complex customer requirements. They will build trusted relationships with stakeholders at multiple levels, understand individual customer objectives, and coordinate effectively across internal teams to deliver successful outcomes.
  
Key Responsibilities

• Own and develop relationships across a portfolio of customers, serving as the primary point of contact for both day-to-day requirements and strategic account discussions.
• Build trusted relationships with key stakeholders and executive-level contacts, developing a strong understanding of each customer’s business objectives, priorities, challenges, and expectations.
• Manage the customer lifecycle from onboarding and implementation through ongoing engagement, adoption, retention, and growth.
• Lead customer onboarding activities, including implementation coordination, training, account setup, and the introduction of new products, features, or workflows.
• Develop customer success plans that align product and service capabilities with individual customer goals and desired business outcomes.
• Drive product and service adoption by identifying opportunities to increase engagement, utilization, and overall customer value.
• Conduct regular customer meetings and account reviews to evaluate progress, discuss priorities, address challenges, and agree on appropriate next steps.
• Monitor customer health and proactively identify adoption challenges, engagement risks, potential retention concerns, and opportunities for improvement.
• Take ownership of customer issues through resolution, coordinating with Product, Engineering, Support, Operations, and other internal teams when necessary.
• Manage customer expectations effectively and provide clear, timely communication throughout complex issues, escalations, and ongoing projects.
• Lead challenging customer conversations professionally, maintaining trust while establishing clear expectations and realistic timelines.
• Coordinate customer projects, commitments, open issues, action items, and recurring deliverables across internal and external stakeholders.
• Act as the voice of the customer internally, gathering feedback and communicating customer needs, challenges, and product insights to relevant teams.
• Identify potential account expansion and growth opportunities based on customer requirements, product adoption, and evolving business needs.
• Partner with Sales and other commercial teams to support customer retention, renewals, upselling, and cross-selling opportunities where appropriate.
• Maintain accurate customer records, account plans, activities, opportunities, risks, and next steps within CRM and Customer Success systems.
• Analyze customer data and account activity to identify trends and develop actionable strategies to improve adoption, retention, and customer satisfaction.
• Develop and improve Customer Success playbooks, onboarding processes, workflows, documentation, reporting, and account management practices.
• Identify operational inefficiencies and implement practical solutions that improve both the customer experience and the scalability of the Customer Success function.
• Contribute to the continued development of Customer Success strategy, processes, and best practices as the organization grows.

Requirements

• 4+ years of relevant customer-facing experience within Customer Success, Client Success, Account Management, B2B SaaS, technology, technology-enabled services, or another complex customer environment.
• Demonstrated experience directly owning and managing a portfolio of customer relationships with accountability for the overall customer experience.
• Proven ability to build strong, trusted relationships with stakeholders at multiple levels, including senior decision-makers and executive contacts.
• Hands-on experience with customer onboarding, implementation, training, product adoption, account management, or ongoing customer delivery.
• Strong understanding of Customer Success principles, including customer health, adoption, retention, engagement, value realization, and account growth.
• Excellent written and verbal communication skills, with the confidence to lead customer meetings, presentations, account reviews, and strategic discussions.
• Demonstrated ability to navigate challenging customer conversations, manage expectations, and maintain strong relationships during complex situations or escalations.
• Strong problem-solving skills with the ability to investigate customer issues, coordinate appropriate internal resources, and maintain ownership through resolution.
• Commercial awareness with the ability to identify retention risks and potential expansion, upsell, or cross-sell opportunities.
• Strong organizational and project-management skills, with the ability to manage multiple customers, projects, priorities, and deadlines simultaneously.
• Excellent judgment, accountability, and follow-through, with a strong sense of ownership for customer outcomes.
• Comfortable learning complex software products and communicating effectively with both technical and non-technical stakeholders.
• Experience collaborating cross-functionally with teams such as Sales, Product, Engineering, Support, Operations, and Implementation.
• Demonstrated experience creating or improving Customer Success processes, such as onboarding programs, account workflows, playbooks, CRM structures, reporting, documentation, or customer engagement strategies.
• Experience using CRM, Customer Success, project-management, or similar business platforms to maintain accurate account information and monitor customer activity.
• Ability to analyze customer data, account performance, and engagement trends to identify risks and opportunities and recommend appropriate actions.
• Comfortable working independently and making informed decisions without requiring constant direction.
• Experience working within a startup, scale-up, high-growth business, or other evolving environment where processes and responsibilities continue to develop would be advantageous.
• Previous experience within property technology, real estate technology, property management, or a related sector would be beneficial but is not required.