Customer Success Manager - Property Management Software
£45,000 - £60,000 + bonus, private healthcare, hybrid and flexible working, EAP, enhanced pension, DIS, GP access and more
Remote + 25% UK Travel
Are you a Customer Success professional with a genuine, in-depth understanding of block management and property management finance? Do you know your way around service charge budgets, apportionments, and year‑end processes — and want to use that expertise in a more strategic, client‑facing role? If so, this could be the perfect next step.
About the Role
My client is a forward‑thinking technology business delivering high‑quality solutions to the Property Management industry. They are looking for a Customer Success Manager to be the trusted partner to their clients — ensuring they gain maximum value from the software platform from onboarding through to long‑term success. This is not a generic CSM role – we are specifically looking for someone who understands the real‑world challenges of block and property management, particularly financial processes and service charge management.
Key Responsibilities
* Customer Relationship Management: Build strong, long‑term relationships with property management clients; act as a trusted advisor, understanding client goals and operational challenges; monitor customer health and proactively manage risk.
* Onboarding & Adoption: Support onboarding alongside the Implementation team; deliver tailored training to ensure successful system adoption; ensure a smooth transition into live usage and ongoing support.
* Product Advocacy: Gather customer feedback and influence product development; represent client needs internally and contribute to roadmap discussions.
* Growth & Retention: Identify opportunities to expand usage, features, and services; drive engagement and long‑term customer value.
* Insight & Reporting: Use CRM and analytics tools to track usage, trends, and renewal readiness; deliver clear, insightful reporting to both clients and internal teams.
* Industry Expertise: Act as a subject matter expert in property management financial processes; stay ahead of industry trends, legislation, and best practice; bring insight into customer conversations, positioning CPL as a trusted authority.
Essential Experience
* Strong, hands‑on experience within the block / property management industry.
* Deep understanding of service charge accounting, including budgeting & forecasting, service charge apportionment, year‑end processes & reconciliations.
* Experience working with or alongside property managers, finance teams, or managing agents.
* The ability to translate industry knowledge into meaningful client conversations; applications without this level of industry knowledge are unlikely to be considered.
What We’re Looking For
* Proven experience handling clients at a high level.
* Confident communicator, able to engage with stakeholders at all levels.
* Commercial awareness with a focus on value and retention.
* Proactive, analytical, and solutions‑focused mindset.
* Comfortable working remotely with regular travel (approx. 25%).
Benefits
Be part of a growing, innovative property technology company with big plans; work closely with industry‑leading clients; have real influence on product direction and customer outcomes; join a collaborative, supportive team that values your input.
If you’re ready to combine your property management expertise with a strategic, client‑focused role — we’d love to hear from you.
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