Customer Experience Manager

Causeway; Gerrards Cross; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software provider is seeking a Customer Experience Manager to ensure the long-term success of high-value customers. This role involves managing the customer journey, driving adoption of software solutions, and fostering strategic relationships. The ideal candidate will have experience in SaaS and strong interpersonal skills. The position offers hybrid working and a range of benefits including 25 days of annual leave and private medical insurance.

Benefits

25 days annual leave + public holidays

4% matched pension

Private Medical Insurance

Paid study leave + volunteering days

Qualifications

• Strong understanding of customer lifecycle management.
• Ability to analyse and communicate complex information clearly.
• Experience working with enterprise-level clients.

Responsibilities

• Drive measurable business outcomes for customers.
• Manage the customer journey from onboarding to maturity.
• Develop strategic relationships with key stakeholders.

Skills

Customer lifecycle management

Interpersonal skills

Analytical skills

Commercial acumen

Experience in SaaS

Tools

Gainsight

Salesforce

Job description

Customer Experience Manager

Gerrards Cross or Remote

Do you want to help shape software that affects thousands of lives?

Who are we?

We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.

If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.

Purpose

The Customer Experience Manager (CEM) is responsible for ensuring the long-term success andsatisfaction of Causeway’s high-value software customers. This role is critical in helping customersrealise tangible value from their investment, supporting their journey from onboarding throughadoption to outcome achievement. The CEM acts as a trusted advisor and advocate, aligningCauseway’s products and services with the customer’s strategic goals to maximise softwareutilisation and ROI.

Responsibilities

Customer Success Management
o Drive measurable business outcomes for customers through the effective use ofCauseway’s software solutions.
o Own and manage the customer journey from onboarding through to maturity, ensuringtimely value realisation.
o Lead software adoption efforts to ensure customers embed Causeway solutionseffectively into their processes.

Value Realisation & Outcome Achievement
o Collaborate with customers to define success criteria, objectives, and keyperformance indicators (KPIs).
o Continuously track, analyse and communicate progress toward these outcomes.

Relationship Management
o Develop strategic relationships with key stakeholders in the customer’s organisation.
o Act as the primary point of contact and trusted advisor for your portfolio of accounts.
o Monitor and improve customer satisfaction, ensuring CSAT and NPS targets areachieved.

Customer Segmentation & Specialisation
o Support customers segmented by industry and product specialism, bringing deepcontextual knowledge to engagement strategies.
o Tailor customer experience approaches based on segment-specific best practices andchallenges.

Proactive Engagement & Issue Resolution
o Identify and address risks to customer success proactively.
o Collaborate cross-functionally with Sales, Support, Product, and Services teams toresolve issues, escalate as needed, and maintain customer confidence.

Advocacy & Feedback
o Encourage customer advocacy through case studies, references, and participation in
user communities.
o Capture and relay customer feedback to internal teams for product and service
improvements.

Skills, Experience and Qualifications

Essential Skills

• Strong understanding of customer lifecycle management and customer success frameworks.
• Ability to analyse and communicate complex information clearly and concisely.
• Excellent interpersonal and stakeholder management skills.
• Confident facilitator with experience in driving customer workshops or review meetings.
• Commercial acumen and experience working with enterprise-level clients.
• Experience in SaaS, PropTech, or ConstructionTech sectors.
• Prior experience with CS platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Familiarity with CSAT, NPS, and Time-to-Value methodologies.

Success Metrics

• Time to Value: Reduction in time from onboarding to first value delivered.
• Customer Outcomes: Achievement of pre-defined success metrics for each customer.
• Adoption Metrics: Increased depth and breadth of software usage across customer accounts.
• Customer Satisfaction: Achieve and maintain target CSAT scores.
• Net Promoter Score (NPS): Improvement in NPS across assigned accounts.
• Retention & Growth: High renewal rates and growth through upsell and cross-sellopportunities.

Customer Experience

Our customer-centric approach is founded on fostering positive relationships, striving to instill confidenceand satisfaction in every interaction. We actively seek and value regular feedback to drive ongoing serviceimprovement. Our team embodies passion, drive, and determination, ensuring a commitment to achievingsuccessful outcomes for our customers. Communication is executed warmly and effectively, prioritizingaccurate responses to all queries. We take pride in consistently delivering exceptional customerexperiences, not only to encourage retention but also to foster a culture of referrals that speaks to the qualityand reliability of our services.

What you get from us:

If you're looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.

Our team is everything, so we’ll take good care of you. In fact, we give well-being the same priority as our other business goals. We’re strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.

Our Values

We are United. As part of a team, we’re better together.

We are Agile. Be the change, we’re on a journey.

We are Trusted. Do the right thing, we own this.

We are Driven. Get stuck in, we make it happen.

Benefits

As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.

• 25 days annual leave + public holidays, increasing with length of service.
• 4% matched pension.
• Income protection and life assurance.
• Access to our award-winning benefits platform.
• We take mental health seriously and have a dedicated EAP available 24/7.
• £100 allowance towards a fitness club.
• Dell discounts.
• Private Medical Insurance.
• Paid study leave + volunteering days.
• Car Scheme.

Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.