Account Success Manager (Estate Agency / Residential Property) - Proptech Startup
Account Success Manager (Estate Agency / Residential Property) - Proptech Startup
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Join a fast-growing proptech founded by ex-unicorn and property industry leaders.
Our Mission
Buying and selling a property in the UK is a nightmare. Transactions drag on for months and have a 40% chance of collapsing completely. We’re on a mission to change this and help our customers find and get the keys to their dream home up to 95% faster than it currently takes.
To do this we’re combining a brand new way of buying and selling property with a platform built on modern technology to deliver a fantastic experience for our customers and completely change the way property is bought and sold in the UK.
We’d love you to join us on this journey and help us redefine buying and selling property as a fast, easy and exciting experience.
The Role
This is a hands-on role at the heart of the business. You’ll sit at the centre of every transaction — acting as the glue between estate agents, sellers, buyers, and solicitors. It’s not about firefighting (though you’ll do some of that); it’s about being so on top of the process that fires rarely start in the first place.
You’ll need to be proactive, organised, and a natural communicator — someone who spots problems early, manages expectations, and knows how to bring people with you.
Key responsibilities:
* Own and manage relationships with a select number of our partner estate agents
* Monitor property transaction progress daily as they proceed from sale agreed through to exchange — identifying risks, chasing progress, and unblocking delays before they become problems
* Act as the single point of contact for all stakeholders: estate agents, customers (buyers and sellers), and solicitors
* Run regular check-ins with agents and clients to keep relationships warm and trust levels high
* Handle inbound queries (by phone and email), triage issues, and respond quickly and professionally under pressure
* Escalate blockers internally or externally and push for resolution
* Spot patterns in performance - both good and bad - across our processes and stakeholders and share insights with the wider team to improve our services
* Help shape and improve our internal playbooks and customer journey as we scale
Here’s the Reality of the Role:
* You Own the Transaction: Once a sale is made, or an estate agent is onboarded, it’s over to you. You’re the glue between the estate agent, the buyer, and both sets of solicitors. You’re not just monitoring transactions — you’re owning them end-to-end and proactively making sure deals are where they should be.
* You’ll Have to Stay On Top of the Detail: You’ll be handling dozens of transactions at once. That means knowing where each one is, who’s waiting on what, what’s overdue, and where pressure needs to be applied. If you lose track, things stall. You need to be organised, responsive, and relentless.
* You’ll Be Getting Calls — Frustrated, Confused, and Occasionally Furious: Estate agents, customers, and sometimes solicitors will be on the phone, often annoyed, confused, or chasing something. You’ll need to keep a cool head, get the full picture quickly, and act fast. That usually means a few well-placed calls, some firm nudges, and cutting through the noise to figure out what’s actually causing the delay.
* You’ll Be in a Relationship-Driven World: The residential property industry runs on relationships and incentives — many of which pull in different directions. You’ll need to navigate that. Knowing when to chase, when to reassure, when to escalate, and when to let something breathe is key.
What You’re Signing Up For:
* In Charge of the Relationship: You’ll be the primary point of contact for agents, customers, and solicitors once a transaction is live. As the day-to-day face of Propelr, it means fielding calls, solving problems, coordinating updates, and generally being across everything.
* Taking Agents on the Journey: You’ll work with the Onboarding team to make sure agents are following our process, offer help where needed, and build trust fast. Once an agent is live, the work isn’t over. You’ll stay useful, check in periodically, and make sure they never feel ignored - it’s much easier to keep them engaged than to win them back.
* Solve It and Close It Out: You’ll jump on blockers, make the call, and get things unstuck — then finish strong with a clear handoff, a thank-you, and a final nudge for a review. Problem solving and follow-through are part of the same mindset.
* Help Customers Navigate the Process: You’ll follow up with property sellers and buyers when solicitors need input, give them clarity when they’re confused, and generally help keep the ball rolling.
* Spot What’s Working — and What Isn’t: You’ll help us improve. Whether that’s identifying patterns in what causes deals to stall, or noticing that one agent has disproportionately better performance - you’ll keep your eyes open and surface what others miss.
Why It’s Worth It:
* You’ll Help Transform a Broken Industry: You’ll help build something rare: a modern, tech-enabled business fixing the UK’s broken, antiquated residential transaction
* l Have Autonomy and Impact: We don’t micromanage. We trust people to take ownership, make decisions, and get results. This is a central, high-responsibility role. You’ll see the direct impact of your work every single day.You’l
* l Get Real Exposure: You’ll sit close to leadership and see how all parts of the business fit together – product, commercial, ops, and more. This is an apprenticeship in how a startup really gets built. If you’re fed up with the industry but want to put your knowledge to good use - this is your opportunityThere
* ’s Room to Grow: As one of the first hires in this area, you won’t just be doing the work — you’ll be helping define how it’s done. If you do well, this role can evolve with you.
* Who This Is For:
* You’ve worked in or around residential property and know how transactions actually move forward — not just in theory, but in messy, real-world situations. Maybe you’re a sales progressor at a reputable agency or developer, or you’ve worked in conveyancing, new homes, or client services in a property business.
* You’re calm under pressure, confident with stakeholders, and relentlessly organised. You spot problems early and solve them without drama. You’re not afraid to pick up the phone, hold people accountable, and keep things moving — but you also know how to defuse tension and reassure when needed.
* You’re driven by process and outcomes — but you know that in this industry, relationships are often the key to getting things done. You follow structure, but you read people. You keep things moving by being proactive, clear, and dependable — and by knowing when to lean in, when to listen, and when to push. You combine discipline with emotional intelligence to get results.
* If you’re looking for a way to apply your property knowledge in a fast-moving startup, take real ownership, and help build something better — we’d love to hear from you.
* How We Work:
* The sales and operations teams operate a hybrid model designed to give you flexibility while maintaining strong team connection.
* You will be required to be in the office three days a week – usually for all-in days, team lunches, focus sessions, or socials. The rest of the time, you can work from anywhere in the UK. Our office near Barbican is always open, and you're welcome to use it as much as you like.
* Our culture prioritises high trust and high performance. That means we give you autonomy and flexibility – and in return, we expect ownership, pace, and thoughtful, high-quality work.
* If that sounds like the kind of environment you’d thrive in, submit your application today.
Our Interview Process
Our process is three simple stages:
* Initial chat with the COO (20-40 mins) where we can find out a little bit about your experience and you’ll have the opportunity to find out anything you like about the company
* A take-home case study (2 hours max. to be done at your own pace) to allow you to get a taste of the sort of things you might do at Propelr and to demonstrate how you think, followed up with a presentation and review of your take-home coding exercise with the COO and CEO (60 mins)
* Values-alignment interview with our CEO and CTO (60 mins)
We aim to get you through the process within 3 weeks.
Once you’ve received an offer from us, we’ll take you to lunch so you can meet the rest of the team in a more informal setting.
* Learning and development. We encourage everyone to learn and grow, which is why you can request to order any book on Amazon or request a training course you need to up-skill and we’ll cover the cost where appropriate.
* State of the art tools. You’ll receive all new equipment including a MacBook, external monitor, and any other accessories you need to do your best work.
* Access to AI tools. We provide a subscription to ChatGPT Premium or Github Copilot to help everyone work smarter and faster.
* Flexible hours. Want to head to the gym at 3 pm. No problem. We offer a flexible workday that focuses on getting the work done, not counting the minutes.
* Working from home. We care deeply about building an inclusive and enjoyable culture and we think being in-person three days a week is the best way to cultivate that. The other two days you are free to work from home.
* Time off. We want people to take time off to rest and rejuvenate. We offer 25 days plus 8 bank holidays.
* Take your birthday off. Celebrate your birthday with an extra paid day off that you can take two weeks on either side of your birthday.
* Pension contribution. Propelr makes it easy to save money for retirement with a great pension package.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Sales and Business Development
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