At a Glance
- Tasks: Lead customer relationships and drive commercial growth for mid-sized and enterprise clients.
- Company: Join Kamma, a mission-driven company transforming the housing market with innovative tech.
- Benefits: Competitive salary, performance bonuses, equity options, and great work-life balance.
- Other info: Enjoy a hybrid work environment and excellent career development opportunities.
- Why this job: Shape a new Customer Success function and make a real impact in the housing sector.
- Qualifications: 5+ years in Customer Success or client-facing roles, with strong technical and commercial skills.
The predicted salary is between 45000 - 55000 £ per year.
Location: Hybrid - London HQ (Fleet Street) + Remote
Department: Customer Success
Reports to: Head of Customer Success
Base pay + Variable pay up to £10K annual performance-linked incentive
About Kamma
Kamma exists to simplify one of the most complex and risky aspects of the housing market, making it clear, accurate, and easy to manage. Property licensing changes frequently, mistakes are costly, and even high-profile figures have been caught out by these rules. We help customers stay compliant without stress, avoid major fines and turn compliance from a cost into a commercial advantage, while supporting higher standards in rental homes across the UK.
Our platform has been rebuilt with fast, adaptable technology that allows us to launch new products quickly and respond to regulatory change. With enforcement rising and rent repayment orders set to double, demand for our solutions is accelerating. We already work with major names, including Foxtons, JLL, Knight Frank, Chestertons, Leaders Romans Group and Spicerhaart, and recent integrations open powerful new routes for distribution and growth.
We are an AI-native company, always striving to find AI-first solutions. We train team members in new and evolving AI tools. We will work together to automate as many repetitive tasks as possible, allowing you to focus your time on the tasks that add the most value.
This is a great time to join. The foundations are strong, momentum is clear, and we are scaling towards Series B revenue levels. You will join a curious, ambitious team motivated by solving problems with pace. Our culture rewards ownership, clarity of thinking and getting things done. It is a rare moment to join with equity options aligned to the impact you will have.
The Opportunity
Property licensing risk is increasing fast, and as we scale our platform and customer base, Customer Success becomes critical to retention, expansion and trust.
We are hiring a Customer Success Manager to join our small but growing Customer Success team. You will be responsible for delivering proactive Customer Success for our mid-sized and Enterprise customers, which is central to retaining and expanding revenue over the next 12 months as we scale towards Series B.
This is a new role and a new function at Kamma, with a significant opportunity to shape how we deliver world-class service while segmenting our approach by customer value. Your work will directly influence how we support enterprise customers through high-touch relationships, while enabling excellent, scalable and increasingly self-serve experiences for SMB clients.
If you enjoy owning complex customer relationships, driving commercial growth and helping to build scalable systems that allow teams to focus where they add the most value, this role is for you.
You will use your technical knowledge, sharp commercial instincts, and execution rigour to deliver value across different customer segments, with a primary focus on mid-sized and enterprise accounts, while supporting the transition to full self-serve support for SMB customers.
Success in this role is defined by three outcomes:
- Becoming a subject matter expert: on the regulatory complexities around property licensing to add the maximum amount of value to customers.
- Operational Excellence: Ensuring successful technical integration for mid-sized and Enterprise customers, fast resolution of complex product queries, and reliable service across all segments. Delivering practical, on-the-ground feedback to help the Head of CS build a high-performing, world-class function.
- Retention & Growth: Owning the full client lifecycle from initial setup through renewal, driving commercial expansion and account stability, with variable compensation linked directly to expansion and upsell outcomes.
What You Will Do
The hands-on work you do covers the full client journey:
- Own Client Relationships & Service Delivery: Lead high-touch account management for mid-sized and enterprise customers, while playing a key role in shaping how we scale support for SMBs. As we move towards increasingly automated and self-serve support, you will help design, test, and improve the workflows and tooling that get us there, while stepping in where needed in the interim. You take ownership of the customer journey post-sale, from onboarding and adoption through renewal and expansion.
- Onboarding: Lead and execute technical and operational onboarding for mid-sized and enterprise customers, including API integration, setting up the customer for long-term success with Kamma.
- Drive Commercial Expansion: Identify, qualify, and close upsell and cross-sell opportunities within your customer portfolio (with the support of the Head of Customer Success).
- Contribute to Scaling: Work closely with the Head of Customer Success, providing practical, real-world feedback on workflows. You will help design and refine automated, self-serve tools and processes to ensure SMB customers receive excellent service at scale, while protecting time and focus for high-value customer relationships.
What You Bring
- Experience: 5+ years in Customer Success or similar client-facing roles within SaaS or PropTech, with experience owning relationships for mid-sized or Enterprise customers.
- Proven Track Record: Demonstrated expertise in managing complex client programmes and closing revenue opportunities (upsell and cross-sell).
- Technical Acumen: You are comfortable speaking about API integrations, data flows, and technical solutions with both product teams and client stakeholders.
- Environment: Comfortable in an early-stage environment with evolving processes, and motivated by the opportunity to help define those processes from scratch.
- Tech Stack: Tech savvy and AI curious, comfortable learning and using modern tools and CRM systems (we use Intercom, HubSpot, Slack, Monday.com, etc) and other customer analytics and relationship tools.
Why Kamma
- Purpose and impact: help raise housing standards across the UK.
- Strategic visibility: We are a small company, so you will work closely with the senior leadership, including the Head of Customer Success and commercial leadership.
- High autonomy: play a foundational role in building a Customer Success function that becomes a true competitive advantage for Kamma.
Salary:
- Base Salary: £45,000 – £55,000 per annum, depending on experience.
- Variable Pay: Up to £10,000 annual performance-linked incentive.
- Equity: Participation in the company share option scheme.
- Hybrid working: two office days per week in our central London HQ.
- Great benefits including: 25 days holiday, which increases with tenure + we usually close for the Christmas period, 2 charity days per year, pension scheme, health insurance, cycle-to-work scheme, book allowance, home office budget, curiosity budget and more.
If you are an experienced Customer Success Manager who wants to own complex customer relationships, shape a function from the ground up and help scale a mission-driven company, we would love to hear from you.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. 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 Grabjobs 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 Remote Customer Success Manager in Southampton
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 Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs 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 Grabjobs!
How to prepare for a job interview at Grabjobs
✨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.
