REMOTE FIRST / PERMANENT / FULL-TIME
Who are we
At Qflow we’re on a mission to transform one of the world’s most impactful industries: Construction. We’re providing easily captured, data-driven insights, empowering the industry to make better decisions, ultimately delivering increased quality, efficiencies, cost savings, and cost and risk avoidance. Our team combines construction experience with software engineering, artificial intelligence, and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.
Having established our one-of-a-kind solution as a ‘must have’ tool for the major Tier 1 contractors, developers and utlitites companies in the UK, we’re also building a strong book of business with key logos in the US and internationally. Deployed across £billions worth of projects worldwide, our revenues are expected to double over the course of 2025.
We are seeking a talented Customer Success Manager who is eager to contribute to our mission to empower the construction industry to build better. If you are passionate about the industry, or just data and quality in general, you believe that with cutting-edge technology we can address tangible issues, you value radical transparency, unstoppable tenacity and encourage collaboration and curiosity within your team, this opportunity is tailor-made for you.
Your team and your role
We’re looking for someone who understands the necessary balance between a commercial mindset, and a customer-centric approach, to identify and deliver consistent account growth and relationship longevity. You will be personable, analytical and technically skilled enough to support the sales process where required, as well as take ownership of relationships once contracts are signed. From onboarding to renewals, you will ensure the needs and expectations of the clients are managed in-line with the expectations and best interests of our business at all times. You’ll demonstrate a detailed understanding of how to boost NRR, NPS and software usage within our clients’ organisations.
Working in our Commercial team and reporting to the Growth Director, you will collaborate closely with Sales, Support, Product and Engineering teams.
Customer relationships
- Implement and tailor customer onboarding and training activities, working closely with customers to help achieve their immediate goals, whilst looking to uncover wider benefits and use cases from the earliest possible opportunity
- Maximise client value whilst minimising cost and time taken out of the business
- Build and maintain deep, long-term relationships, fostering trust and loyalty by positioning yourself as a strategic, trusted advisor
- Identify existing and future additional stakeholders and potential users within an organisation, and create client-mapping and strategies to embed our products and services more deeply at all times
- Be the primary point of contact for customers, managing their needs and concerns in a professional manner, ensuring high levels of customer satisfaction, retention, and long-term success
- Collaborate with other internal teams to ensure customers receive the best possible experience
- Position Qflow as a strategic partner, not just a software vendor, by contributing to the customer’s overall business success
Value realisation
- Conduct regular customer reviews, to ensure they are maximising the value of Qflow, helping customers to achieve their desired outcomes and introducing others that can result in better outcomes for both parties
- Deliver against key company targets and objectives including, but not limited to; NRR growth, churn reduction, NPS and CSAT scores, platform engagement, account growth, account health, upsell and cross-sell revenue and LTV
- Close collaboration with the Commercial team to ensure other team members are empowered with accurate customer insights, supporting the expansion of accounts, and working to mitigate customer risks
- Utilise customer data, usage metrics, and trends to identify patterns, and proactively address customer needs or opportunities for enhancement.
- Gather data and work collaboratively with customers to produce case studies (with quantified value) of customer successes.
- Work with your line manager, and the Growth Director to devise and develop strategies and identify risks/opportunities within our portfolio.
Your skills
- Proven track record in customer success role within a SaaS organisation, ideally in the Contech sector (construction, engineering or a related industries )
- Experience (3 years+) in tracking and analysis of key account health metrics, and systemic revenue contraction and churn risk mitigation
- Demonstrable examples of where you have directly made significant impacts to account growth, prevented churn or contraction, and developed and expanded your product’s usage within an organisation
- Strong project management skills, with the ability to foster and manage client relationships in different parts of their organisation
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key clients and stakeholders, whilst using diplomacy to ensure focus towards the key objectives of the Qflow business
- Experience in successful cross-functional team collaboration to maximise customer experience and business opportunities, but with the ability to act alone and under your own initiative to identify and unlock delivery of account growth
- Proficient in utilising various tools and platforms to manage client requests
Profound commercial acumen, demonstrating a proven understanding that all actions must ultimately drive significant, measurable value for customers, whilst directly impacting our profitability in the short and long term.
Our offer
💸 Salary up to £50k depending on experience with a performance based commissions structure
🏡 Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)
💻 Company laptop and tools
🏝️ 25 days annual leave + 3 days company closure at Christmas + bank holidays
🩺 Private medical insurance
🏥 Critical illness and life insurance
💰 Pension contribution up to 7%
👥 Enhanced family policy
🙋 Paid volunteering days
✈️ Overseas working policy
🌎 We’ll offset your annual carbon footprint on your behalf via Ecologi
📚 Learning & development and career progression opportunities
🤩 Company social events (online and in person!)
Our promise
Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.
Important Notice: No Recruitment Agencies
We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.