At a Glance
- Tasks: Help customers thrive with our innovative prospecting tool, Spectre.
- Company: Join one of the fastest-growing PropTech companies in the UK.
- Benefits: Hybrid working, £1000 holiday bonus, and a £500 L&D budget.
- Other info: Be part of a supportive culture that values growth and inclusivity.
- Why this job: Make a real impact in the property industry while developing your career.
- Qualifications: Experience in Customer Success and a passion for exceptional customer service.
The predicted salary is between 30000 - 36000 £ per year.
Manchester (Hybrid, up to 2 days WFH) £30k-£36k, dependent on experience (OTE up to £42k). Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.
If you join us, you’ll be helping to improve the property industry for everyone. As a Customer Success Manager you’ll be ensuring our customers are getting the most out of our award-winning prospecting tool, Spectre. You’re a real self-starter, a great communicator, and a confident and talented problem-solver, who isn’t afraid of going above and beyond for our customers.
This is a fast-paced role where no two days are ever the same - on any given day, you could be running a strategy call, working a retention, spotting an upsell opportunity, or providing best practice guidance. You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features.
A bit about you…
- You have a background in Customer Success or Retentions, with real experience retaining customers and handling objections.
- You're a motivated self-starter who works well independently and is excited by the opportunity to help scale a business during a high-growth phase.
- You're highly organised with exceptional attention to detail.
- You are passionate about providing an exceptional customer experience and building lasting relationships.
- You have excellent written and verbal communication skills (fluency in written and spoken English).
- You're tech-savvy and genuinely open to picking up new tools and systems quickly, from our CRM to AI-assisted workflows.
Here's what you can expect to be working on as an L2 Customer Success Manager at Street Group:
- Supporting our clients to achieve great results with Spectre; from proactively ensuring existing clients are getting the most out of the system through strategy calls, quarterly business reviews, and training sessions.
- Proactively identifying accounts at risk and working retention conversations and objection handling to keep customers on board.
- Implementing creative solutions to proactively resolve potential issues for customers before they escalate.
- Identifying and acting on upsell and cross-sell opportunities with existing clients.
- Visiting clients face-to-face to build genuine relationships and get a first-hand view of their business.
- Providing exceptional technical support via phone and email to Spectre clients.
- Ensuring feedback flows from Customer Success to the relevant business and product teams.
- Collaborating with the sales and tech team members to design and implement new product features that reflect the voice of our customers.
Why join Street Group?
- Hybrid-working - you can work from home 2 days per week.
- Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax!).
- Joining a culture that supports your development and encourages growth.
- £500 yearly L&D budget for your career development.
- Your birthday on us - we pay, you stay away.
- ‘Give something back’ - 2 paid days volunteering on us.
- Enhanced maternity, paternity & adoption pay.
- Mental health & well-being support via Health Assured.
- Regular well-being initiatives.
- Public transport season ticket loans.
- Paid menopause leave.
- Holiday buying scheme.
- Joining a new team in an exciting business with huge ambition.
- Be a part of something bigger - everyone in our team is passionate about improving the entire property industry!
- A chance to work on cutting-edge technology.
- Comfortable, relaxed office space - office dogs welcome!
- Fully stocked fridge and beers (or an alternative) on us every Friday afternoon.
- Company and team off-sites, events and happy hours.
- Cycle to work scheme.
- Electric car salary sacrifice scheme.
- Feel good about sustainability - we're a climate-positive company!
Salary: £30,000 - £36,000 dependent on experience (OTE up to £42,000). However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations, planned ranges go out the window. If you think that might be the case, please apply and just let us know.
We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.
Interview Process: 3 stages = Introductory call with one of our Talent team > In-person interview with our Head of CS and Senior CSM > Final interview with our Head of Operations and Senior CSM.
We want to make our interviews as inclusive as possible, so if you need any adjustments made or if there's anything you think we should be aware of during the interview process, please do let us know.
A note on using AI in your job application: As a fast-moving and rapidly evolving tech company, we embrace the advantages of AI and encourage its use throughout our application process. However, our goal is to get to know and hire the authentic you - your skills, experience, and values. We don’t want to hire an AI-generated version of you. We consider AI to be a valuable tool, not something that should overshadow you as an individual.
How we use AI in the hiring process: Candidate experience is really important to us, and our Talent team use AI notetakers during interviews so they can focus purely on their conversation with you. All hiring decisions are made by humans - not AI. Let us know if you have any questions!
Customer Success Manager - L2 in Manchester employer: Street Group
Street Group is an exceptional employer located in the vibrant city of Manchester, offering a dynamic work culture that prioritises flexibility and professional growth. As a Strategic Partnerships Lead, you'll enjoy unique autonomy in driving impactful partnership strategies while benefiting from generous learning budgets, wellness initiatives, and a supportive environment that fosters your career development. Join us to be part of a forward-thinking team dedicated to innovation and success in the PropTech space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - L2 in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Street Group. 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 Street Group 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 - L2 in Manchester
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 Street Group:Your cover letter is your chance to shine! Tell us why you want to work at Street Group 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 Street Group!
How to prepare for a job interview at Street Group
✨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.
