Client Success Manager, Construction SaaS

Asite; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Asite, a leading cloud-based platform for construction, is seeking a Customer Success Manager (Secure Projects) to join its London team. You will be the primary contact for a diverse set of global customers, ensuring they derive maximum value from the platform and navigate complex security project requirements.

This role requires strong communication, problem-solving, and empathy, with the ability to document knowledge, work with cross-functional teams, and maintain accurate case records in

Qualifications

• Experience in customer service; technical support experience is a plus.
• Empathise with customers, actively listen, and de-escalate stressful situations.
• Excellent problem-solving skills and strong customer-service orientation.
• Ability to understand technical concepts and explain them clearly to varied audiences.
• Well-organised, self-directed team player with strong written and verbal communication.
• Proven ability to prioritise and manage multiple channels of communication.

Responsibilities

• Assist customers with their use of the Asite Solutions platform.
• Monitor, track, and document customer support calls and related activities.
• Condense facts from emotional customer responses to identify and resolve issues.
• Provide telephone and online support for platform configuration / setup and product functionality.
• Develop knowledge-based articles documenting troubleshooting steps and solutions.
• Keep records up to date using Jira and other ticketing systems.
• Escalate and coordinate issues with Training and Customer Solutions teams.
• Maintain records of key client cases and provide regular feedback to customers.
• Develop a deep understanding of the product and provide useful advice.
• Work with the wider Support team to diagnose key client issues and trends.
• Ensure the online Help guide is kept up to date.

Skills

Customer service

SaaS

Empathy & listening

Technical aptitude

Communication

Team collaboration

Problem solving

Tools

Jira

Job description

Asite, a leading cloud-based platform for construction, is seeking a Customer Success Manager (Secure Projects) to join its London team. You will be the primary contact for a diverse set of global customers, ensuring they derive maximum value from the platform and navigate complex security project requirements.

This role requires strong communication, problem-solving, and empathy, with the ability to document knowledge, work with cross-functional teams, and maintain accurate case records in