Customer Retention Specialist

Street Group; Manchester; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Hybrid working (2 days WFH)

£1000 holiday after first year

£500 yearly L&D budget

Birthday on us

Volunteering days

Enhanced maternity, paternity & adp.

Mental health support

Regular well-being initiatives

Transport season ticket loan

Fridge and beers Fridays

Job summary

Street Group is a fast-growing PropTech company in Manchester seeking an L2 Customer Success Manager to retain clients and maximise value from Spectre. The role blends strategy calls, quarterly reviews and training with proactive retention and upsell opportunities.

You will work in a hybrid setup (up to 2 days WFH) and engage cross-functionally to feedback on product and ensure an exceptional customer experience. Fluency in English is essential.

Qualifications

• Background in Customer Success or Retentions with proven ability to retain customers and handle objections
• Motivated self-starter who can work independently and scale a high-growth business
• Highly organised with exceptional attention to detail
• Passionate about delivering exceptional customer experience and building lasting relationships
• Excellent written and verbal communication skills in English
• Willingness to learn and adapt to new tools and systems

Responsibilities

• Support clients to achieve results with Spectre through strategy calls and quarterly business reviews
• Proactively identify at-risk accounts and conduct retention conversations to keep customers
• Develop creative solutions to resolve issues before clients churn
• Identify upsell and cross-sell opportunities within existing client base
• Visit clients face-to-face to build relationships and understand their business
• Provide technical support via phone and email to Spectre clients
• Facilitate feedback from Customer Success to product and business teams
• Collaborate with sales and tech teams to design new features reflecting customer voice

Skills

Customer Success

Retention strategies

Communication

Organisation

Tech-savvy

English fluency

CRM

Tools

CRM

AI-assisted workflows

Job description

Manchester (Hybrid, up to 2 days WFH) £30k-£36k, dependent on experience (OTE up to £42k)

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.

If you join us, you’ll be helping to improve the property industry for everyone. As a Customer Retention Specialist you’ll be ensuring our customers are getting the most out of our award-winning prospecting tool, Spectre. You’re a real self-starter, a great communicator, and a confident and talented problem-solver, who isn’t afraid of going above and beyond for our customers.

This is a fast-paced role where no two days are ever the same - on any given day, you could be running a strategy call, working a retention, spotting an upsell opportunity, or providing best practice guidance. You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features.

If you love autonomy, are naturally curious, and want to have a genuine impact within a rapidly growing company, we think you’d fit right in!

A bit about you…

• You have a background in Customer Success or Retentions, with real experience retaining customers and handling objections

• You're a motivated self-starter who works well independently and is excited by the opportunity to help scale a business during a high-growth phase

• You're highly organised with exceptional attention to detail

• You are passionate about providing an exceptional customer experience and building lasting relationships

• You have excellent written and verbal communication skills (fluency in written and spoken English)

• You're tech-savvy and genuinely open to picking up new tools and systems quickly, from our CRM to AI-assisted workflows - we care more about your curiosity and adaptability than which specific tools you've used before

Here’s what you can expect to be working on as an L2 Customer Success Manager at Street Group

• Supporting our clients to achieve great results with Spectre; from proactively ensuring existing clients are getting the most out of the system through strategy calls, quarterly business reviews, and training sessions

• Proactively identifying accounts at risk and working retention conversations and objection handling to keep customers on board

• Implementing creative solutions to proactively resolve potential issues for customers before they escape

• Identifying and acting on upsell and cross-sell opportunities with existing clients

• Visiting clients face-to-face to build genuine relationships and get a first-hand view of their business

• Providing exceptional technical support via phone and email to Spectre clients

• Ensuring feedback flows from Customer Success to the relevant business and product teams

• Collaborating with the sales and tech team members to design and implement new product features that reflect the voice of our customers

Research has shown that women tend to rule themselves out of applying for jobs unless they meet 100% of the requirements. If you fall into that category and are about to rule yourself out based on the above criteria; please consider applying anyway. We'd love to see your application!

Who are Street Group?

We’re an award-winning PropTech business based in Manchester, founded in 2015 by brother and sister duo, Tom & Heather Staff. Most of us have personal experience of how painful moving can be, and Tom and Heather saw an opportunity to change this: utilising technology, as well as our incredibly talented team, to improve the industry for everyone.

Our products form a powerful duo, working harmoniously together to transform an agent’s job. From securing more leads and winning new instructions to streamlining business operations and growing market share, our products are supercharging 1,000s of agencies across the UK.

Back in 2015, our co-Founder, Tom Staff, spent his evenings building Spectre v1.0. He’d seen first‑hand an opportunity to automate the very manual process of winning new business for estate agents. Spectre is now our multi award‑winning, instruction generation tool, generating an average return on investment for them of over 3000%.

Why join Street Group?

• Hybrid-working - you can work from home 2 days per week
• Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax!)
• Joining a culture that supports your development and encourages growth
• £500 yearly L&D budget for your career development
• Your birthday on us - we pay, you stay away
• ‘Give something back’ - 2 paid days volunteering on us
• Enhanced maternity, paternity & adoption pay
• Mental health & well-being support via Health Assured
• Regular well-being initiatives
• Public transport season ticket loans
• Paid menopause leave
• Holiday buying scheme
• Joining a new team in an exciting business with huge ambition
• Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day
• A chance to work on cutting‑edge technology
• Comfortable, relaxed office space - office dogs welcome!
• Fully stocked fridge and beers (or an alternative) on us every Friday afternoon
• Company and team off‑sites