Client Success Manager, London City

TN United Kingdom; London; Hybrid; GBP 29,000 - 32,000; Full time

Job summary

An innovative company is seeking a proactive Client Success Manager to enhance client relationships and drive business growth in London. This role offers the opportunity to work with a dynamic team, providing world-class customer service and operational support to hosts. You will utilize internal technology and CRM tools to optimize client experiences and maximize revenue. If you are self-driven, have excellent communication skills, and are passionate about customer success, this position will allow you to make a significant impact in a fast-growing environment.

Qualifications

• 3+ years of customer service experience.
• Self-driven with outstanding organizational skills.

Responsibilities

• Manage relationships with hosts, ensuring excellent customer service.
• Gather insights to drive product improvements and maximize revenue.

Skills

Customer Service

Organizational Skills

Communication Skills

Google G Suite & Sheets

Job description

Social network you want to login/join with:

Client Success Manager, London City, London

col-narrow-left

Client:

Pass the Keys

Location:

London, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

f8c384a4d0b2

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

col-wide

Job Description:

Who Are We?

• Pass the Keys is a fast-growing short-let management company, originally founded in London in 2015 and now UK wide across 80 locations in the UK and Spain.
• We manage hundreds of properties on multiple platforms including Airbnb, and VRBO and our recently launched Direct bookings site.
• We offer a fully managed service for our hosts and guests (including Listing & Revenue Management, 24/7 Guest Services, & Cleaning & Maintenance services)
• Our Mission: “ We create opportunities in every corner of the world, for our hosts, our guests and our people”.

Role Overview:

We are looking for a proactive, self driven, customer focused individual to support our growing portfolio within London.

Using Pass the Keys internally developed technology, integrated CRM tools, and external booking platforms, the role includes client relationship management, listing and operational support, commercial and revenue driven decision making.

Flexible to work hours to meet business needs, and based on team rota structure.

Availability to travel within London to visit our properties for viewings and upkeep requirements.

What You Will Be Doing?

• Manage our relationships with hosts, providing them with world-class customer service to ensure maximised use of our services, and long-term retention.
• Manage day-to-day communications with providers and hosts, provide proactive solutions and solve issues while coordinating work with the City Manager
• Set expectations with our clients as to what is operationally possible and actively work to retain them within the portfolio.
• Gather quantitative and qualitative insights that can drive product improvements
• Improve processes and contribute to the team’s vision and strategy as well as the overall company growth
• Execute and communicate proactive account management with clients to maximise revenue for customers and the business.
• Complete frequent portfolio reviews to add value to listings, and actively support and guide clients on guest & provider feedback to support end user experience.
• Efficiently onboard new clients signed up by the City Manager and provide them with an outstanding customer experience
• On site support by inspecting of properties, and driving them towards success
• Ensure all Pass the Keys standard operating procedures are adhered to within daily practice, and we efficiently communicate to clients, when required, any business developments.

Requirements

• Self-driven, performance-orientated & outstanding organisational skills
• Customer service experience 3 years +
• Knowledge of Google G Suite & Sheets
• Excellent English written and spoken communication skills.
• Local knowledge is required
• Experience hosting or staying at Airbnb or properties is a plus
• Availability to work flexible hours to meet business needs.
• Hybrid working scheme - 3 days in the London office plus 2 days at home

Salary £29 - 32K

Bonus scheme available after passing probation