Enterprise Client Success Manager

About the Role
  
Our Client is seeking an experienced Enterprise Client Success Manager to play a key role in strengthening customer relationships, increasing platform adoption and supporting long-term retention and growth across its enterprise client base.
This role combines client success leadership with strategic programme development, providing the opportunity to influence both the day-to-day customer experience and the wider approach to client engagement across the company.
The successful candidate will be responsible for supporting and developing a high-performing Client Success team, ensuring customers receive a consistent and valuable experience throughout their lifecycle, from onboarding and implementation through to adoption, retention and expansion.
The ideal candidate will bring a commercial and data-led approach to Client Success, with a strong understanding of how effective onboarding, proactive account management and meaningful product adoption contribute to customer satisfaction, retention and long-term account value.
  
Key Responsibilities
  
Team Leadership & Development

• Lead, coach and develop a team of Client Success professionals, establishing clear expectations around performance, customer engagement and commercial outcomes.
• Provide regular coaching, feedback and development support to help individuals strengthen their capabilities and progress within the company.
• Support the continued growth of the function through recruitment, onboarding and effective ramping of new team members.
• Create a collaborative, accountable and high-performing team environment, introducing consistent approaches to coaching and professional development.
• Act as a senior escalation point for complex or commercially sensitive customer matters, supporting the team in reaching effective resolutions.

Client Success Strategy

• Help shape and improve the wider Client Success approach, developing scalable frameworks that can be applied across different customer segments.
• Lead initiatives focused on improving areas such as onboarding, account planning, customer health measurement, engagement and retention.
• Identify opportunities to standardize best practices, processes and playbooks across the customer organization.
• Use insights from enterprise customers to inform broader Client Success strategy and improve the overall customer experience.

Customer Retention & Growth

• Oversee the customer lifecycle across a portfolio of strategic accounts, ensuring a consistent experience from onboarding and adoption through to renewal and expansion.
• Drive strong retention outcomes by identifying account risks early and ensuring appropriate action is taken.
• Support the identification and development of growth opportunities within existing customer relationships.
• Maintain relationships with key strategic customers where appropriate and provide guidance to the wider team on account strategy and stakeholder engagement.
• Ensure customers are achieving meaningful value from the platform, with a particular focus on engagement and long-term adoption.

Cross-Functional Partnership

• Work closely with Sales, Product, Onboarding and other customer-facing teams to improve the end-to-end customer journey.
• Establish effective feedback loops between customers and internal teams, ensuring customer insights contribute to product and process improvements.
• Partner with data and operational teams to strengthen customer health reporting and provide greater visibility into account performance.
• Identify areas of friction across the customer journey and collaborate with relevant teams to improve both customer and internal experiences.

Performance & Operational Excellence

• Establish clear performance measures across customer health, engagement, adoption, retention and team effectiveness.
• Use customer and performance data to identify emerging trends, potential risks and opportunities for improvement.
• Maintain high standards of CRM and customer data management to support accurate reporting, forecasting and decision-making.
• Develop scalable processes that enable the Client Success function to maintain a high standard of service as the customer base grows.

Training & Enablement

• Support the development of structured training and enablement programmes to strengthen product knowledge, commercial awareness and customer management capabilities across the team.
• Create and maintain internal playbooks, best-practice resources and customer-facing materials that enable consistent and effective client engagement.
• Work with stakeholders across the organization to ensure Client Success teams remain informed on product developments, processes and evolving customer requirements.

Requirements

• Established experience within Client Success, Customer Success or Account Management, including responsibility for leading and developing customer-facing teams.
• Proven ability to manage and coach Client Success professionals, with a strong focus on performance, development and accountability.
• Experience supporting enterprise-level customer relationships, including navigating complex stakeholder environments and resolving sensitive or high-priority escalations.
• A strong track record of improving customer outcomes across onboarding, product adoption, engagement, retention and account growth.
• Previous experience within a B2B SaaS or technology-led environment, ideally supporting a broad and varied customer base.
• Comfortable using customer success, CRM and support platforms to manage customer activity, track performance and identify potential account risks.
• Strong commercial awareness, with an understanding of the factors that influence customer retention, expansion and long-term account value.
• Excellent written and verbal communication skills, with the ability to engage effectively with customers, team members and senior internal stakeholders.
• A collaborative leadership style and the ability to work effectively across Sales, Product, Operations and other customer-facing functions.
• Comfortable balancing hands-on people leadership with broader strategic and cross-functional initiatives designed to improve the customer experience.

Preferred Experience

• Experience working across different customer segments, including both enterprise and smaller or mid-market accounts.
• Exposure to scaling or evolving Client Success organizations where processes, playbooks and operating models are continuing to develop.
• Experience within PropTech, real estate technology, property management or a related SaaS environment would be advantageous.
• Familiarity with property management platforms, customer support technologies or other systems commonly used within the real estate ecosystem would also be beneficial.