Customer Success Manager

Overview

Role: Customer Success Manager in the Construction SaaS sector. The role is a 100% post-sale position working with onboarding, product, and sales teams to deliver seamless experiences, resolve issues proactively, and champion customer needs internally. You will act as the trusted advisor for Tier 1 and Tier 2 contractors, driving adoption and expanding relationships with key accounts to ensure maximum value from the platform at every stage of the customer journey.

This is a pivotal, fast-growth opportunity within a company scaling rapidly for UK expansion, offering autonomy in portfolio management, support from a seasoned leadership team, and clear progression opportunities.

Responsibilities

• Own a portfolio of strategic accounts (main contractors, property developers, and quantity surveyors).
• Drive adoption, retention, and expansion through value-based relationship management.
• Collaborate with onboarding, product, and sales teams to resolve issues proactively and ensure a seamless customer experience.
• Identify upsell opportunities and support value realization across the customer lifecycle.
• Maintain a structured, consultative approach to customer engagement and governance of accounts.

Qualifications

• 3-5+ years of experience in Customer Success within a SaaS environment.
• Proven track record of managing key accounts and driving renewals.
• Strong communication and relationship-building skills.
• Experience onboarding and training customers.

Beneficial

• Experience working in a scale-up business.
• A stable career record and documented success in Construction Technology.

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