At a Glance
- Tasks: Drive customer success and satisfaction in workforce management solutions.
- Company: Join the UK's #1 construction software company with a mission to innovate.
- Benefits: Enjoy 25 days leave, hybrid work, and wellness support.
- Other info: Be part of a diverse team committed to growth and sustainability.
- Why this job: Make a real impact on construction projects and improve lives.
- Qualifications: Experience in customer success or SaaS, with strong communication skills.
The predicted salary is between 51750 - 63250 £ per year.
Do you want to help shape software that affects thousands of lives?
We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.
If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.
We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.
Purpose
The Customer Experience Manager (CEM) for Causeway’s Construction Workforce Management portfolio is responsible for driving customer success and satisfaction across our Time and Attendance solutions, including CausewayOne Attendance and Donseed. This role ensures that customers achieve measurable operational outcomes — improved workforce visibility, compliance, and productivity — through effective onboarding, adoption, and outcome realisation. Acting as a trusted advisor, the CEM aligns Causeway’s workforce management solutions with customer business objectives to deliver efficiency, insight, and ROI.
Key Responsibilities
- Customer Success Management
- Own and manage the customer journey for the workforce management portfolio, ensuring customers quickly achieve value from CausewayOne Attendance and Donseed solutions.
- Drive measurable business outcomes by embedding Causeway tools into site operations, workforce processes, and project management workflows.
- Lead customer onboarding, enablement, and training initiatives to ensure successful rollout and adoption across multiple sites and projects.
- Value Realisation & Outcome Achievement
- Collaborate with customers to define success criteria and KPIs specific to workforce management, including site attendance accuracy, productivity, and compliance.
- Monitor solution performance through analytics and reporting, providing regular insights to demonstrate ROI and operational improvements.
- Support customers in achieving tangible efficiencies such as reduced time theft, better subcontractor management, and improved site visibility.
- Relationship Management
- Build strategic, trust-based relationships with key stakeholders — including construction directors, site managers, commercial leads, and HR teams.
- Serve as the primary point of contact for workforce management customers, ensuring satisfaction, retention, and long-term partnership growth.
- Achieve and exceed CSAT and NPS targets through proactive engagement and consistent value delivery.
- Customer Segmentation & Specialisation
- Support a diverse range of customers across construction, infrastructure, and specialist contracting sectors.
- Apply deep domain knowledge of on-site workforce management to tailor engagement strategies that align with each client’s operational needs.
- Use industry best practices to guide customers in optimising use of CausewayOne Attendance and Donseed to manage labour compliance, reporting, and digital site processes.
- Proactive Engagement & Issue Resolution
- Identify potential risks to customer success — such as low adoption or data inconsistencies — and coordinate with Sales, Support, Product, and Implementation teams to resolve challenges swiftly.
- Act as the customer advocate internally, ensuring product enhancements and service improvements reflect real-world site challenges.
- Advocacy & Feedback
- Promote customer success stories and participation in reference programmes, user groups, and industry events.
- Capture structured customer feedback to inform continuous improvement across the Workforce Management product suite and influence roadmap priorities.
Skills, Experience, and Qualifications
- Proven experience in customer success, experience management, or implementation within SaaS, PropTech, or ConstructionTech sectors.
- Strong understanding of workforce management, time and attendance, or site access control systems within the construction industry.
- Exceptional communication and facilitation skills, with experience leading customer workshops, training sessions, and business reviews.
- Analytical mindset, able to interpret workforce data and translate it into actionable business insights.
- Commercial acumen with experience managing enterprise-level or multi-site client relationships.
- Familiarity with customer success and CRM platforms (e.g. Gainsight, Totango, Salesforce).
- Understanding of CSAT, NPS, and Time-to-Value methodologies.
Success Metrics
- Time to Value: Reduced time from deployment to measurable workforce visibility improvements.
- Customer Outcomes: Achievement of agreed KPIs such as increased attendance compliance or reduced unauthorised absence.
- Adoption: Increased usage of workforce management tools across multiple sites and business units.
- Customer Satisfaction: Achievement of target CSAT and NPS scores.
- Retention & Growth: High renewal rates and expansion across Causeway’s broader product ecosystem.
Customer Experience Approach
Our workforce management customers depend on Causeway to digitise and streamline on-site operations. We deliver a proactive, informed, and partnership-driven experience that builds confidence and empowers teams to run safer, more efficient, and compliant construction sites. The Customer Experience Manager plays a vital role in helping customers view Causeway as an indispensable partner in achieving operational excellence across their workforce.
What you get from us:
If you're looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.
Our team is everything, so we’ll take good care of you. In fact, we give well-being the same priority as our other business goals. We’re strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.
Our Values
- We are United. As part of a team, we’re better together.
- We are Agile. Be the change, we’re on a journey.
- We are Trusted. Do the right thing, we own this.
- We are Driven. Get stuck in, we make it happen.
Benefits
- 25 days annual leave + public holidays, increasing with length of service.
- 4% matched pension.
- Income protection and life assurance.
- Access to our award-winning benefits platform.
- We take mental health seriously and have a dedicated EAP available 24/7.
- £100 allowance towards a fitness club.
- Dell discounts.
- Private Medical Insurance.
- Paid study leave + volunteering days.
- Car Scheme.
Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.
Customer Experience Manager Customer Success · Birkenhead · employer: Causeway Technologies
At Causeway, we pride ourselves on being an award-winning employer that values diversity, well-being, and professional growth. Our hybrid working model allows for a balanced work-life experience, while our commitment to employee development ensures that you can thrive in your career as a Product Designer. Join us in our modern offices in Middlesbrough or Lisbon, where collaboration and innovation are at the heart of everything we do, making a meaningful impact in the construction software industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager Customer Success · Birkenhead ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Causeway Technologies. 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 Causeway Technologies 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 Customer Experience Manager Customer Success · Birkenhead ·
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 Causeway Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Causeway Technologies 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 Causeway Technologies!
How to prepare for a job interview at Causeway Technologies
✨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.
