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Customer Success Manager

Published
Published18th April
Job Type
Job TypePermanent
Location
LocationUnited Kingdom
Remote
RemoteNo
Consultant
ConsultantTabitha Francis
Sector
SectorCommercial Real Estate Innovation
Salary
Salary60,000 - 75,000 / Year

Join our London-based client, a rapidly scaling Commercial Property SaaS provider, as a Customer Success Manager.

Our Client based in London is looking for a Customer Success Manager to join their team.  
 
The Role:   
As a Customer Success Manager with our client, you will be responsible for monitoring client utilisation and engagement, providing analytics, insights, and best practices to enhance their use of the platform at the account level (for instance, identifying workflow enhancements and best practices and sharing these insights with clients) and actively assist in resolving any product gaps or adoption challenges at the account level.   

As a CSM, your collaboration extends across the sales, onboarding, support, product education and product departments to guarantee a unified client experience. Additionally, you’ll work closely with sales to facilitate upselling, expansion, and renewal processes.  

To excel in this position, possessing client-facing advisory experience is crucial for ensuring client retention and fostering significant client engagements. You must demonstrate outstanding communication skills and an inventive approach to problem-solving, managing several high-priority projects simultaneously with success. Your role demands adaptability in a dynamic, entrepreneurial and rapidly expanding environment, with the ability to work both independently and as part of a team.  

Responsibilities:  

  • Planning and Strategy: Develop a strategic approach to your accounts, thoroughly understanding client requirements, and ensuring our solutions and resources are perfectly aligned for their long-term success and expansion.  
  • Relationships: Establish yourself as a trusted advisor with client executives and all major stakeholders, guiding them on how our client can be leveraged to meet their business objectives. Knowledge of the commercial real estate sector is advantageous. Champion client needs, requirements, and feedback across customer success, product, and sales teams.  
  • Expertise and Knowledge: Demonstrate comprehensive knowledge of our client’s products and how they can support clients in achieving their objectives. Offer valuable insights and strategies to the wider customer team to enhance the effectiveness of the platform.  
  • Engagement: Manage regular interactions with clients, focusing on account usage, adoption insights, and advisory services. Conduct regular, quarterly and bi-annual check-ins/reviews (as appropriate to the account grade/size), showcasing ROI and encouraging further engagement and upselling.  Outcomes: Collaborate with clients to achieve their business goals. Develop strategies and initiatives at the account level to boost engagement and facilitate these outcomes. Be prepared to challenge clients on their existing processes for optimisation. Highlight the value of these initiatives, promoting customer references and case studies.  Renew/Expand/Upsell: Proactively identify and act on growth opportunities and mitigate risks affecting the achievement of their business outcomes in close coordination with internal teams. In return for your dedication, you’ll have the opportunity to significantly impact one of our most rapidly growing teams! As our client expands, so will your career opportunities. 

In return for your dedication, you’ll have the opportunity to shape the company’s playbook and best practices providing opportunities to ultimately grow this department. As the company expands, so will your career opportunities.  

Working With Our Client Includes: 

  • Rapidly expanding global client base
  • Growth-oriented work environment (competitive salary, an Apple laptop etc)
  • 25 days annual leave 
  • Extra “life” days; a duvet day, a life-event day, your birthday off, 2 days’ pawternity for any furry friends
  • Enhanced maternity and paternity leave policy 
  • Dental and optical care to name just 2 healthcare benefits
  • Training structures
  • Enrolment onto our company pension plan 
  • Option for 2 days to WFH a week
  • Casual dress code 
  • Top notch offices 
  • Summer and Christmas parties, plus ad hoc social events including a Bake Off

LMRE consultant

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