At a Glance
- Tasks: Build strong client relationships and drive platform adoption for maximum customer value.
- Company: Dynamic PropTech company focused on customer success and innovation.
- Benefits: 25 days leave, pension scheme, private medical insurance, and team socials.
- Other info: Collaborative environment with great opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success journeys.
- Qualifications: Experience in customer-facing roles with strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Customer Success Manager to build strong client relationships, drive platform adoption, and ensure customers achieve maximum value from our solutions. You will act as a trusted advisor, supporting customers throughout their journey and helping them achieve their business objectives through effective use of the platform.
Key Responsibilities
- Serve as the primary day-to-day contact for a portfolio of customers, building trusted relationships with key stakeholders and maintaining a strong understanding of their goals, challenges, and priorities.
- Lead customer onboarding activities, ensuring a smooth transition from implementation to ongoing platform adoption and success.
- Deliver regular customer check-ins, strategic reviews, and training sessions to drive engagement, platform utilisation, and customer satisfaction.
- Monitor customer health metrics, product usage, and engagement trends to proactively identify risks, address concerns, and support long-term success.
- Act as the voice of the customer internally, working closely with Product, Support, Operations, and Delivery teams to resolve issues and improve the customer experience.
- Provide guidance and best practice recommendations to help customers optimise processes and maximise the value they receive from the platform.
- Develop and maintain customer success plans, documenting objectives, milestones, and progress against agreed outcomes.
- Identify customer challenges and coordinate internal resources to ensure timely and effective resolution.
- Gather and communicate customer feedback to support continuous product and service improvements.
- Support customer retention through proactive engagement and relationship management; however, this role does not have responsibility for contract renewals, commercial negotiations, or upsell activities, which are managed by the relevant commercial teams.
Skills & Experience
- Experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.
- Strong relationship-building and stakeholder management skills.
- Excellent communication, presentation, and problem-solving abilities.
- Experience working in a SaaS or technology environment preferred.
- Ability to manage multiple customer relationships and priorities simultaneously.
- A customer-centric mindset with a passion for delivering exceptional service.
Success Measures
- Customer satisfaction and advocacy.
- Platform adoption and engagement.
- Achievement of customer objectives and outcomes.
- Customer health and retention metrics.
- Successful onboarding and ongoing customer engagement.
What We Offer
- 25 days annual leave, plus bank holidays.
- Company pension scheme (Aegon).
- 1 paid volunteer day per year.
- Season ticket loan.
- Cycle to Work scheme.
- Electric vehicle salary sacrifice scheme.
- Private medical insurance.
- Quarterly team socials and company events.
- A collaborative and supportive working environment.
- Opportunities for professional development and career growth.
Customer Success Manager - PropTech (SaaS) in London employer: Chapman Tate Associates
As a Customer Success Manager at our innovative PropTech company, you will thrive in a collaborative and supportive environment that prioritises employee growth and development. With a strong focus on building meaningful client relationships and driving platform adoption, we offer a range of benefits including generous annual leave, a company pension scheme, and opportunities for professional advancement. Join us to make a significant impact while enjoying a vibrant work culture that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - PropTech (SaaS) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they help customers succeed. This will show you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Highlight your relationship-building skills and how you can drive platform adoption.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Success Manager - PropTech (SaaS) 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 building client relationships and driving platform adoption, as these are key aspects of the job.
Showcase Your Skills:Don’t forget to emphasise your communication and problem-solving skills. We want to see how you’ve successfully managed customer relationships and helped clients achieve their goals in previous roles.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not just qualified but also a great fit for our team culture. Share your passion for customer success and how you can contribute to our mission.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates during the hiring process.
How to prepare for a job interview at Chapman Tate Associates
✨Know Your Customers
Before the interview, research the company’s customer base and understand their needs. Familiarise yourself with common challenges in the PropTech sector and think about how you can help customers achieve their goals using the platform.
✨Showcase Your Relationship-Building Skills
Prepare examples from your past experiences where you successfully built strong relationships with clients. Highlight how you maintained those relationships and helped customers navigate challenges, as this is crucial for a Customer Success Manager role.
✨Demonstrate Your SaaS Knowledge
Brush up on your knowledge of SaaS products and how they drive customer success. Be ready to discuss how you’ve previously supported platform adoption and engagement, and share any metrics or outcomes that showcase your impact.
✨Ask Insightful Questions
Prepare thoughtful questions to ask during the interview. Inquire about the company's approach to customer success, how they measure customer health, and what tools they use to support their clients. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
