Customer Success Associate

Aphex; Greater London; Remote; GBP 27,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Health & Dental Care

Pension contribution

Parental leave

Remote-first working

MacBook Pro setup

AI tooling across the team

Development support

Collaborative team culture

Job summary

Aphex is hiring a Customer Success Associate to join the UK Customer Success Hub. You will work directly with major contractors on live projects, embedding weekly planning, daily coordination, and reporting that keeps projects running smoothly.

You start in apprentice mode and progress to manage a portfolio of projects within 6–9 months, with AI tools used to augment thinking, planning, and analysis. Remote-first role with growth into new markets.

Qualifications

• Build trust quickly with people across roles and seniorities.
• Demonstrate ability to learn fast and adapt to new environments.
• Take initiative to fix inefficient processes or workflows.

Responsibilities

• Run project deployments, shadowing senior CSMs and leading when ready.
• Embed weekly planning routines within contractor teams.
• Drive daily coordination to improve site operations.
• Build trusted relationships with engineers, planners, and project managers.
• Monitor project health and act on risks before they escalate.

Skills

Trust building

Adaptability

Proactivity

Job description

About Aphex

We're the construction coordination platform that's replacing outdated spreadsheets with multiplayer tools that delivery teams love. Major contractors like BAM, Balfour Beatty, SKANSKA, Kier, MACE, and Murphy use Aphex to deliver their projects ranging from £50 million to multi-billion pound mega projects.

Since launching in 2019, we've grown to become the market-leading solution in the UK and Australia, with aspirations to be where every major project in the world is planned and delivered.

We're tackling an industry that drives 10% of global GDP yet has seen productivity decline for 20 years. It's time for change.

The Role

As a Customer Success Associate at Aphex, you'll learn our Land & Expand Engine inside one of the highest-paced teams at the company: the UK Customer Success Hub.

Your job is to help major contractors get genuine value out of Aphex on their live projects. You'll be in the room and on site with planners, engineers, construction managers, and project directors, helping them embed weekly planning routines, daily coordination, and the reporting that makes their projects run better.

This is a fast progression role. You'll start in apprentice mode alongside the UK CS team, learning the playbook by doing it. Within 6 to 9 months, most CSAs are running their own portfolio of projects as full Customer Success Managers. We hire people who are hungry for that progression and ready to earn it from day one, not waiting until month nine.

The team you're joining is in the middle of a step change: scaling the UK book and expanding into new geographical markets. The CSAs we hire now are part of how the UK CS function holds together and grows through that period.

AI is part of how the team works at Aphex. We expect everyone to use it to think, write, plan, and analyse better. Genuine curiosity about how AI can multiply your output is part of the job.

At Aphex we challenge the status quo as a default. As you grow in this role, you'll be expected to propose better ways of working and make them real, not wait for someone to ask.

What you'll learn and do

• Run project deployments. Shadow experienced CSMs through kickoffs, setups, and training, then take the lead on your own.

• Embed planning routines. Help major contractor teams establish the weekly planning cycle that becomes their project's operating rhythm.

• Drive daily coordination. Move teams from weekly planning into the daily routines that make site coordination genuinely better.

• Build trusted relationships across the project. Engineers, supervisors, planners, project managers, construction managers. Hold real credibility at every level.

• Monitor project health and act on it. Track signals, spot risks early, run plays to fix issues before they escal… .

The team you'll join

You'll be part of the UK Customer Success Hub, working directly alongside four Customer Success Managers who collectively support projects worth billions in construction value across the UK's largest contractors. You'll learn by working live deployments with them, not from a training course.

You'll also work closely with our UK sales team to understand how project success translates into account growth, and collaborate with our APAC hub on shared accounts, knowledge sharing, and the global playbook we run across regions.

Why this matters

Every project you help succeed means a real project gets delivered better. Less waste, less delay, less rework, less pressure on the people doing the work. You're not just supporting software adoption, you're helping the UK's biggest contractors deliver the infrastructure and buildings the country actually needs.

About You

What we're looking for:

• You build trust quickly with people across all kinds of roles and seniority. You've held real relationships beyond the transaction. People you've worked with before still take your call.

• You've been thrown in over your head and figured it out. At least one specific story (probably more) of taking on something you weren't qualified for and getting up to speed fast.

• You don't wait to be asked. When you spot something that isn't working (a broken process, a missing resource, an awkward workflow), you take it on yourself to fix it.

Nice to have:

• A second European language relevant to our growth into new markets

• Previous experience in customer success, SaaS, or a fast-moving B2B environment

• Some construction or infrastructure background or curiosity (deep industry knowledge isn't required; curiosity for the work matters)

• Evidence of using AI tools to improve how you work, with a clear view of where AI helps and where it doesn't

Benefits

What we offer:

• 25 days holiday plus UK bank holidays

• Bupa Health & Dental Care

• Pension contribution

• Parental leave

• Remote-first working with access to a WeWork office for in-person collaboration

• The right tools. MacBook Pro setup, modern tech stack, and AI tooling across the team

• Genuine development. Personal training allowance plus ongoing coaching and learning support

• A team that takes the work seriously. Collaborative, ambitious people who care about doing the work well

Interview & Application Process

Our interview process is typically 2-3 rounds, focused on mutual fit and long-term alignment. As a remote-first business with teams across the UK, Europe, and APAC, parts of the process may run asynchronously.