Customer Success Manager.

About the role

I’m working with a growing business that provides technology and operational services to clients across the property sector. They’re looking for a Customer Success Manager to take ownership of how a portfolio of client sites performs day to day.

This is a practical, client-facing role. If a system at a site isn’t working as expected, you’ll investigate what’s happening, look at the data, get the right internal team involved and stay on the issue until it’s resolved. You’ll then explain the outcome to the client clearly and keep them updated along the way.

You’ll also spot recurring problems before they escalate, review site performance with clients and help launch services at new locations. That could mean spending time on site, speaking with the people who use the service and training client teams.

You don’t need to be a technical specialist or have experience in a particular sector. This isn’t a sales role. Success comes from understanding what’s happening at your sites, following through and earning clients’ trust.

What we are looking for

• Have owned client problems through to resolution in an operational setting, such as property, facilities, parking, logistics or field services.
• Ask specific questions to find the cause of a problem before escalating it.
• Are comfortable using dashboards and reports to guide your decisions.
• Can get things done through internal teams you don’t manage directly.
• Stay calm and communicate clearly when clients need answers.
• Are happy to be hands-on during client-site visits and launches.

The package

Salary: £40,000 to £50,000 plus a client retention bonus.

Location: Croydon. Hybrid, with three days in the office and two remote, plus travel to client sites.

You’ll have the opportunity to help shape a new Customer Success function from an early stage.