At a Glance
- Tasks: Drive customer success and engagement while building strong relationships with clients.
- Company: Rapidly growing tech/SaaS company transforming the construction sector.
- Benefits: Competitive salary, bonus potential, and remote work flexibility.
- Other info: Opportunity for career growth in a dynamic, innovative environment.
- Why this job: Be a trusted advisor and make a real impact on customer satisfaction.
- Qualifications: 5+ years in Customer Success or similar roles, preferably in construction.
The predicted salary is between 70000 - 80000 £ per year.
Salary: £70,000 - £80,000 per annum, plus circa 10%-15% bonus
Location: Remote (Bristol HQ)
My client is a rapidly growing technology/SaaS organisation offering a unique portfolio of services to the construction sector across the UK and internationally. There is a clear roadmap for future business transformation, which would lead to a doubling of their size over the next 2-3 years as the products and services are commercialised at pace.
The Senior Customer Success Manager, a crucial appointment, will ensure customers achieve their desired outcomes while using a product or service, thereby driving customer retention and loyalty. Key responsibilities include onboarding new clients, building long-term relationships, tracking customer health and product adoption, and proactively identifying opportunities for account growth, upsells, or renewals.
As a Senior Customer Success Manager, you will be the trusted advisor and primary point of contact for a portfolio of customers. Your focus will be to drive engagement, adoption, and satisfaction, ensuring users are getting maximum value from our platform. You will collaborate cross-functionally with Product, Sales, and Marketing to champion the customer's voice internally and foster long-term loyalty.
Key Responsibilities:- End User Engagement & Adoption
- Develop a deep understanding of each customer organisation, their objectives, user groups and desired business outcomes.
- Create tailored engagement plans that encourage product adoption and maximise customer value.
- Develop a strong understanding of how different end users interact with our platform and identify opportunities to improve engagement.
- Partner with Marketing to develop customer engagement campaigns, educational content and webinars.
- Monitor platform adoption and proactively engage customers to increase usage and long-term success.
- Relationship Management
- Build trusted, consultative relationships with key stakeholders and end users across your customer portfolio.
- Develop strong relationships with strategic accounts, understanding their priorities and helping them achieve measurable business outcomes.
- Monitor customer health, identifying risks early and developing action plans to improve customer success.
- Act as the voice of the customer internally, ensuring customer needs are represented across the business.
- Retention & Growth
- Work closely with the Account Management team to deliver Quarterly Business Reviews for key strategic customers.
- Identify opportunities to improve adoption, increase customer value and support account growth.
- Collaborate with Sales and Account Management to support renewals, upsell opportunities and long-term account planning.
- Lead customer advocacy initiatives, including testimonials, case studies and customer references.
- Sales Collaboration
- Support the Sales team during later stages of the sales process where industry expertise and customer insight can add value.
- Participate in customer discovery sessions, demonstrations and implementation planning for our largest, most strategic opportunities.
- Help ensure a smooth journey for the customer, supporting the transition from sales through to onboarding by understanding their key objectives from the outset.
- Build early relationships with prospective customers to support successful onboarding and long-term engagement.
- Customer Value & Continuous Improvement
- Act as the customer advocate across Built Intelligence, ensuring customers receive a consistently high-quality experience across Professional Services, Product, Support and Account Management.
- Proactively coordinate with internal teams to ensure customer commitments are delivered and customers realise maximum value from our products and services.
- Gather and communicate customer feedback to Product, Sales and Marketing teams.
- Identify trends in customer behaviour, adoption and engagement to help shape future improvements.
- Track customer health metrics, platform usage and engagement, providing regular reporting and recommendations.
- Continuously review the customer journey, identifying opportunities to improve processes, collaboration and the overall customer experience across the business.
- 5+ years' experience in Customer Success, Account Management, Customer Engagement or a similar customer-facing role.
- Experience working within the construction or infrastructure industry.
- Understanding of construction contract management, with knowledge of NEC contracts highly desirable.
- Proven ability to build trusted relationships with customers and stakeholders.
- Experience developing customer engagement strategies that improve adoption and retention.
- Strong communication, presentation and facilitation skills.
- Commercial awareness with the ability to identify customer growth opportunities.
- Strong organisational and project management skills.
- Experience using CRM platforms such as HubSpot, Salesforce or similar.
- Data-driven mindset with experience interpreting customer health, usage and engagement metrics.
The role is remote-based, although you will be required to travel to their Bristol HQ occasionally to attend meetings and/or events.
Senior Customer Success Manager in Bristol employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
