Customer Engagement Manager (UK)

Arez; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Arez, London-based, is seeking a customer success lead to manage a portfolio of UK enterprise accounts. This hybrid, full-time role collaborates with Support, Product and Sales to maximise adoption and value of our CAFM platform.

You will own relationships through onboarding to renewal, drive adoption across sites and suppliers, and identify renewal and expansion opportunities while coordinating with Sales and Product teams.

Qualifications

• 3+ years in customer success, account management or client-facing roles.
• Experience with enterprise or mid-market customers.
• Excellent written and spoken communication; confident presenting to senior stakeholders.
• Commercial awareness; comfortable discussing renewals, pricing and business value.
• Ownership and follow-through from issue to resolution.
• Able to work from London office 2-3 days a week.

Responsibilities

• Own the relationship with a portfolio of UK enterprise clients, from onboarding through to renewal.
• Drive adoption of Arez across customer teams, sites and suppliers.
• Run regular reviews with customers on usage, outcomes, risks and opportunities.
• Spot renewal and expansion opportunities and work with Sales to close them.
• Act as the customer's voice internally, and relay product feedback to Product and Engineering.
• Manage escalations with Technical Support until resolved.
• Track account health and report to leadership.

Skills

Customer success

Account management

Communication

Commercial awareness

Ownership

Stakeholder management

Tools

CRM software

Customer success tools

Job description

Full-time | Hybrid (2-3 days in office) | London, United Kingdom

ABOUT US

We build Arez.io, an all-in-one facilities management and security compliance platform used by UK companies to manage jobs, subcontractors, worker compliance and audits in one place. Our customers include some of the best-known names in UK retail and leisure. We operate across London, Islamabad and the Philippines.

ABOUT THE ROLE

As Arez takes on larger enterprise customers, we need someone who builds real relationships with them and makes sure they get lasting value from our CAFM and field service platform. You will be the commercial and relationship lead for a portfolio of UK enterprise accounts. You'll work with our Technical Support, Product and Sales teams to make sure customers adopt the platform, stay with us and grow with us.

WHAT YOU'LL DO

• Own the relationship with a portfolio of UK enterprise clients, from onboarding through to renewal.
• Drive adoption of Arez across customer teams, sites and suppliers.
• Run regular reviews with customers, covering usage, outcomes, risks and opportunities.
• Spot renewal and expansion opportunities and work with Sales to close them.
• Act as the customer's voice internally, and bring product feedback and recurring issues to Product and Engineering.
• Manage escalations calmly and see them through with Technical Support until resolved.
• Track account health and report on it to leadership.

WHAT WE'RE LOOKING FOR

• 3+ years in customer success, account management or client-facing roles, ideally in SaaS.
• Experience with enterprise or mid-market customers, ideally in facilities management, field service, CAFM or a similar sector.
• Excellent written and spoken communication, with confidence presenting to senior stakeholders.
• Commercial awareness. You are comfortable discussing renewals, pricing and business value.
• Ownership and a habit of following an issue through to resolution.
• Able to work from our London office 2-3 days a week.

PREFERRED

• Knowledge of CAFM, CMMS or field service management platforms.
• Experience with CRM and customer success tools.

WHAT WE OFFER

Direct exposure to leadership, a role that shapes how we serve our biggest customers and a clear progression path.