At a Glance
- Tasks: Drive customer success and satisfaction while managing relationships and onboarding.
- Company: Join a leading SaaS company focused on digital transformation in the AEC sector.
- Benefits: Enjoy competitive salary, professional development, gym subsidy, and private health insurance.
- Other info: Work in a dynamic environment with opportunities for personal growth and collaboration.
- Why this job: Make a real impact by helping clients achieve success with innovative solutions.
- Qualifications: 3+ years in SaaS Customer Success and strong relationship management skills.
The predicted salary is between 36000 - 60000 £ per year.
The CSM is the primary relationship owner for Asite customers within their region, responsible for driving platform adoption, customer satisfaction, and long-term retention. Acting as a trusted advisor, you will help coordinate onboarding, training, and lead strategic account reviews, while proactively identifying risks and opportunities that impact client success. This role is central to ensuring clients realise measurable value from Asite’s solutions – particularly in the AEC sector, where digital transformation, Common Data Environments (CDEs), and ISO-compliant workflows are key to operational success. You will collaborate closely with Technical and Growth Consultants to ensure customer outcomes translate into commercial growth.
Key Responsibilities
- Lead onboarding sessions and adoption check-ins tailored to client workflows.
- Deliver Quarterly Business Reviews (QBRs), usage insights, and strategic recommendations.
- Monitor account health and usage metrics to ensure clients are achieving expected outcomes.
- Identify risks to adoption or satisfaction and coordinate mitigation plans with internal teams.
- Partner with Growth Consultants to identify and support upsell, cross-sell, and renewal opportunities.
- Act as the voice of the customer, escalating feedback to Product and leadership teams.
- Work with Technical Consultants to resolve platform challenges, implement enhancements, and support client onboarding.
- Coordinate with Shared Services teams for reporting, documentation, and operational support.
- Contribute to internal knowledge sharing and customer success playbooks.
Measures of Success
- Gross Revenue Retention (GRR) and renewal rates across managed accounts.
- Platform adoption and usage growth over time.
- Customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
- Identification and enablement of expansion opportunities.
Skills & Experience
Essential
- 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
- Strong relationship management and stakeholder engagement skills.
- Ability to interpret usage data and translate insights into actionable recommendations.
- Familiarity with enterprise software delivery and customer lifecycle management.
- Ability and willingness to get relevant security clearance if required.
Desirable
- Experience supporting clients in construction, infrastructure, or asset management sectors.
- Understanding of CDE platforms, BIM workflows, or ISO 19650-aligned processes.
- Exposure to CRM systems and customer success platforms (e.g., Salesforce, Gainsight).
- Commercial awareness and ability to support growth initiatives.
Behaviours & Attributes
- Customer advocate with a proactive, solution-oriented mindset.
- Analytical and detail-focused, with strong organisational skills.
- Clear communicator, able to engage both technical and non-technical stakeholders.
- Collaborative and adaptable in a fast-paced, client-facing environment.
Benefits
- Professional development opportunities
- Competitive salary
- Dynamic culture, with high talent density for sustained and significant personal development
- 20-day PTO
- Gym membership subsidy
- Private health insurance options
- Pension Plan
Please note that this position requires working on-site at our London Mayfair office five days a week, with occasional customer site visits.
Customer Success Manager in London employer: Asite
Asite is an exceptional employer, offering a dynamic work environment in London where innovation meets collaboration. Interns will gain invaluable hands-on experience in the nuclear sector, supported by a team dedicated to fostering growth and development. With a strong commitment to diversity and inclusion, particularly in STEM fields, Asite not only empowers its employees but also shapes the future of construction technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the AEC sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. Building relationships can open doors to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in SaaS Customer Success and how you've driven platform adoption in the past. Use specific examples to demonstrate your impact and value.
✨Tip Number 3
Be proactive! If you see a job opening that excites you, don’t just wait for the application process. Reach out to someone at the company, maybe a current employee or even a recruiter, and express your interest. It shows initiative and can set you apart from other candidates.
✨Tip Number 4
Keep learning! Stay updated on trends in customer success and the AEC sector. Whether it’s through online courses or webinars, showing that you’re committed to professional development can really impress hiring managers. Plus, it gives you more talking points during interviews!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS, relationship management, and any relevant skills that align with our job description. We want to see how you can bring value to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible, like customer satisfaction scores or retention rates, to show us how you've driven success in the past.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not only skilled but also a great fit for our dynamic culture. Share your passion for customer success and how you approach challenges with a solution-oriented mindset.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Asite
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Gross Revenue Retention (GRR) and customer satisfaction scores (CSAT). Be ready to discuss how you've used these metrics in past roles to drive customer success and platform adoption.
✨Showcase Your Relationship Management Skills
Prepare examples that highlight your experience in building strong relationships with clients. Think about specific instances where you acted as a trusted advisor, helped resolve issues, or identified opportunities for upselling or cross-selling.
✨Understand the AEC Sector
Familiarise yourself with the architecture, engineering, and construction (AEC) sector, especially regarding digital transformation and Common Data Environments (CDEs). Being able to speak knowledgeably about industry trends will impress your interviewers.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Prepare to discuss how you would handle onboarding challenges, monitor account health, or mitigate risks to customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
