At a Glance
- Tasks: Manage customer relationships and ensure they get the most out of our platform.
- Company: Join Qflow, a tech company transforming the construction industry.
- Benefits: Flexible compensation, remote work, 25 days leave, and private medical insurance.
- Other info: Be part of a diverse team committed to equal opportunities.
- Why this job: Make a real impact in customer success while working with innovative technology.
- Qualifications: 3+ years in Customer Success within B2B SaaS and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Remote-first | Commercial Team | Full Time | 12m FTC – Maternity Cover, with Potential to Become Permanent
Who are we?
At Qflow, we're on a mission to transform one of the world's most impactful industries: construction.
Our platform provides easily captured, data-driven insights that empower construction teams to make better decisions, improving quality, increasing efficiency, reducing costs and helping to mitigate project risk. By combining construction expertise with software engineering, artificial intelligence and cutting-edge data science, we deliver real-time visibility into risks and opportunities throughout the construction lifecycle.
Having established Qflow as a trusted solution across many of the UK's leading Tier 1 contractors, developers and utilities companies, we're now expanding rapidly across North America and international markets. Today, our platform is deployed across billions of pounds worth of construction projects worldwide, and we're continuing to grow at pace.
We're looking for a talented Customer Success Manager to join our Commercial team on a fixed-term maternity cover, with genuine potential for the role to become permanent as we continue to scale.
If you're passionate about delivering exceptional customer experiences, enjoy building long-term partnerships and believe technology can solve real-world industry challenges, we'd love to hear from you.
You'll join an ambitious, collaborative Commercial team at an exciting stage of growth. Working alongside Customer Success colleagues in both the UK and US, you'll play an important role in helping our customers succeed while shaping how Customer Success evolves as we continue to expand internationally.
Your team and your role
Our Customer Success team exists to ensure customers realise measurable value from Qflow from day one.
As a Customer Success Manager, you'll own a portfolio of customers throughout their lifecycle, from onboarding through to renewal, helping them maximise adoption, achieve successful project outcomes and identify opportunities to expand their use of Qflow.
You'll become a trusted advisor to your customers, building long-term relationships while working closely with Product, Support, Sales and Marketing to continually improve the customer experience.
This role offers the opportunity to make a real impact within a growing Customer Success team, collaborating with colleagues across both the UK and US to deliver a consistent, world-class customer experience.
What You'll Be Doing
Customer Success & Relationship Management
- Own a portfolio of Enterprise and Strategic customers throughout their lifecycle.
- Deliver onboarding, implementation and training to ensure successful adoption.
- Build trusted relationships with customer stakeholders across all levels of the organisation.
- Act as the primary point of contact for customer success, working closely with our Support team on technical issues.
- Develop customer success plans aligned to customer objectives.
Value Realisation
- Conduct regular Business Reviews and Success Reviews.
- Monitor customer health and product adoption to identify risks and opportunities.
- Help customers quantify the value they're achieving through Qflow.
- Drive strong retention, customer satisfaction and long-term partnerships.
Commercial Growth
- Identify and own opportunities for expansion, upsell and cross-sell.
- Partner with Sales on account growth strategies.
- Support renewal conversations and forecasting.
- Deliver against key metrics including NRR, churn, adoption and customer health.
Customer Insight
- Analyse customer usage data to identify trends and risks.
- Share customer feedback with Product and Engineering to influence roadmap decisions.
- Create customer case studies showcasing measurable business outcomes.
- Maintain accurate customer records within HubSpot.
What We're Looking For:
- 3+ years' experience in Customer Success within a B2B SaaS environment.
- A proven track record of driving customer adoption, retention and account growth.
- Experience managing Enterprise customer relationships.
- Strong commercial awareness balanced with a customer-first mindset.
- Excellent stakeholder management and communication skills.
- Confidence using customer data and health metrics to drive decisions.
- Experience working cross-functionally with Product, Sales and Support.
- A proactive approach to solving customer challenges and identifying growth opportunities.
- Experience using platforms such as HubSpot, Gainsight, ChurnZero, Planhat or similar CRM/customer success tools.
Nice to Have
- ConTech, construction or engineering experience.
- Experience supporting global customers.
- Experience working within a high-growth SaaS scale-up.
Our offer
💸 Compensation flexible, depending on experience
🏡 Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)
💻 Company laptop and tools
🏝️ 25 days annual leave + 3 days company closure at Christmas + bank holidays
🤒 Paid sick leave
🩺 Private medical insurance
🏥 Critical illness and life insurance
💰 Pension contribution up to 7%
👥 Enhanced family policy
Our promise
Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.
Important Notice: No Recruitment Agencies
We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.
Customer Success Manager employer: Qualis Flow (Qflow)
Qualis Flow (Qflow) is an exceptional employer that champions innovation and sustainability in the construction industry. With a strong focus on employee growth, we offer a collaborative work culture where your contributions directly impact our mission to enhance efficiency through AI/ML solutions. Located in a vibrant area, we provide competitive benefits and a supportive environment that fosters continuous learning and development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Qualis Flow (Qflow). 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 Qualis Flow (Qflow) 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 Success Manager
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 Qualis Flow (Qflow):Your cover letter is your chance to shine! Tell us why you want to work at Qualis Flow (Qflow) 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 Qualis Flow (Qflow)!
How to prepare for a job interview at Qualis Flow (Qflow)
✨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.
