Customer Success Manager - PropTech (SaaS)
london, south east england, United Kingdom Company: JR UK Client / Employer: Chapman Tate Associates
We are looking for a Customer Success Manager to build strong client relationships, drive platform adoption, and ensure customers achieve maximum value from our solutions. You will act as a trusted advisor, supporting customers throughout their journey and helping them achieve their business objectives through effective use of the platform.
Key Responsibilities
* Serve as the primary day‑to‑day contact for a portfolio of customers, building trusted relationships with key stakeholders and maintaining a strong understanding of their goals, challenges, and priorities.
* Lead customer onboarding activities, ensuring a smooth transition from implementation to ongoing platform adoption and success.
* Deliver regular customer check‑ins, strategic reviews, and training sessions to drive engagement, platform utilisation, and customer satisfaction.
* Monitor customer health metrics, product usage, and engagement trends to proactively identify risks, address concerns, and support long‑term success.
* Act as the voice of the customer internally, working closely with Product, Support, Operations, and Delivery teams to resolve issues and improve the customer experience.
* Provide guidance and best practice recommendations to help customers optimise processes and maximise the value they receive from the platform.
* Develop and maintain customer success plans, documenting objectives, milestones, and progress against agreed outcomes.
* Identify customer challenges and coordinate internal resources to ensure timely and effective resolution.
* Gather and communicate customer feedback to support continuous product and service improvements.
* Support customer retention through proactive engagement and relationship management; however, this role does not have responsibility for contract renewals, commercial negotiations, or upsell activities, which are managed by the relevant commercial teams.
Skills & Experience
* Experience in Customer Success, Account Management, Client Services, or a similar customer‑facing role.
* Strong relationship‑building and stakeholder management skills.
* Excellent communication, presentation, and problem‑solving abilities.
* Experience working in a SaaS or technology environment preferred.
* Ability to manage multiple customer relationships and priorities simultaneously.
* A customer‑centric mindset with a passion for delivering exceptional service.
Success Measures
* Customer satisfaction and advocacy.
* Platform adoption and engagement.
* Achievement of customer objectives and outcomes.
* Customer health and retention metrics.
* Successful onboarding and ongoing customer engagement.
What We Offer
* 25 days annual leave, plus bank holidays
* Company pension scheme (Aegon)
* Season ticket loan
* Cycle to Work scheme
* Electric vehicle salary sacrifice scheme
* Private medical insurance
* Quarterly team socials and company events
* A collaborative and supportive working environment
* Opportunities for professional development and career growth
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