Customer Success Manager (£45k base + £5k bonus)

We are working exclusively with our client to find a Remote Customer Success Manager.

About:

Our client is the decision-making hub for higher education and the accommodation sector. Comprising two parts, it has supported over 12 million students to make decisions, and provides data and insights to the sector, serving investors, developers, operators, universities, and property advisors.

The platform curates the most comprehensive real-time dataset on the student housing market, housing over 3.4 billion data points and delivering updates on pricing, availability, rental incentives, property details, planning applications, and verified student sentiment. Its insights are available across the UK, Ireland, Germany, Spain, and France, with further expansion across Europe planned throughout 2025.

Having achieved 97% of their international growth targets for 2025 by the end of Q1, they’re now scaling both domestic and international B2B operations, and are investing in a high-calibre Customer Success Manager to support clients as their base grows.

Key Highlights:

• Currently performing at £2.9m ARR (up more than 50% from last year) with a team of 55 people across the whole business – existing commercial team of 2 AEs supported by 4 customer success managers.
• Working hand-in-hand with their Director of SC, Head of Partnerships and CRO to look after 20+ customers with an average spend of £50k ARR. Your customer spend will range from £30k to £250k ARR.
• Current NRR of 123%.
• Direct line managers who will train and support you through promotions and career growth.
• Over 68 B2B clients cover around 65% of the UK\’s 800,000 student beds. Now, they are also looking to gain significant traction across the US and Europe.
• Their new product has already been contracted in several countries across Europe (Spain, Portugal, Germany, France, Austria, Italy, Netherlands)
• Diverse and inter-linked client base consisting of institutional investors, asset managers, real estate developers and global real estate advisors.
• Strong ROI delivered to customers where data is used to optimise pricing, increase occupancy, and improve investment returns – critical in avoiding tens of millions in potential losses.
• Scaling after a successful investment round, building out the team with more defined roles and support structures.
• £45k base + £5k performance bonus, a friendly and open culture with an honest and non-hierarchical approach to high performance.

The Role:

• Manage a portfolio of 20+ clients with an average of a £50k spend within a client base of institutional investors, asset managers, real estate developers and global real estate advisors.
• Onboard new customers onto their data insights platform, ensuring they are set up for success in line with their specific goals. Part of the process will be mapping their goals against deliverables whilst tracking success in a mutual success plan.
• Running in-depth sessions with senior client stakeholders to digest how their departments will be utilising the product. This will include live demos to their board.
• Leading demos ahead of trials to walk through the platform in a logical and methodical manner. You will partner with their Account Executive in this process.
• Identify and execute upsell opportunities whilst flagging cross sell opportunities to the sales team.
• Act as the primary day-to-day contact for clients, responding to queries, resolving issues, and building strong, long-term relationships with senior marketing directors and other stakeholders.
• Prepare and deliver monthly reports on platform performance and client activity, providing actionable recommendations on how clients can drive more value from the platform.
• Develop deep product knowledge to confidently guide, train, and present to clients.
• Create and distribute client communications to ensure updates, new features, and product enhancements are clearly understood across a variety of customer personas.
• Collaborate with internal teams (Customer Success, Data Solutions, and Product) to capture client feedback and contribute to continuous platform improvement.
• Play a key role in scaling customer success processes by remaining highly organised, proactive, and disciplined in managing client relationships.

Requirements:

• 2+ years of experience in a customer-facing role within SaaS, customer success, account management, or a related area.
• Strong organisational skills with the ability to manage multiple client accounts and deliver consistently against deadlines.
• Confident communicator with the ability to present to senior stakeholders, run client meetings, and adapt messaging to different audiences.
• Analytical mindset with the ability to prepare reports, interpret platform data, and provide actionable recommendations for improvement.
• Comfortable onboarding new clients, mapping goals, and supporting them in building success plans.
• Ability to develop product expertise quickly and translate complex features into practical client benefits.
• Experience building and maintaining long-term client relationships, including handling queries and resolving issues effectively.
• Collaborative approach, able to work closely with sales, product, and data teams to share client feedback and contribute to platform improvements.
• Proactive, self-motivated, and disciplined – with a genuine interest in customer success and scaling repeatable processes.
• SaaS experience preferred; exposure to recurring revenue or subscription-based business models is highly valuable.

Benefits:

• Salary from £45k base + £5k Bonus.
• Unlimited holidays.
• £1k towards your home office.
• Fully remote working and flexible hours.
• Highly supportive company culture with an emphasis on output and performan