Customer Success Associate

StuRents; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

24 days holiday (increasing with long-

7 private therapy sessions

Work from abroad up to 4 weeks

Private UK GP access + eye tests & flu

Home office desk & chair allowance

Work from home opportunities (3 days/w

Job summary

StuRents is seeking a proactive Customer Success Manager to nurture and expand relationships with SaaS customers in a fast-paced tech-enabled PropTech environment. You will own onboarding, adoption and retention, collaborating with cross-functional teams to maximise value for customers and the business.

You are an experienced professional who communicates clearly, problem-solves strategically, and thrives in a flexible, social, team-oriented culture that offers remote work up to 3 days per week.

Qualifications

• Experience as a customer success manager or account manager in SaaS.
• PropTech experience is preferred but not essential.
• Delivers first-rate customer experience and builds long-lasting relationships.

Responsibilities

• Serve as day-to-day contact for assigned customers, building trust and identifying opportunities.
• Own the entire relationship including onboarding, implementation, training, adoption, retention and satisfaction.
• Collaborate with team on upcoming customer meetings and opportunities.
• Establish relationships as trusted, strategic advisor to ensure continued value of products and services.
• Communicate with internal and external senior managers to understand needs and maximise retention and growth.
• Participate in social/cultural initiatives at StuRents.

Skills

Customer success

Account management

SaaS

Communication

Problem solving

Tools

HubSpot

Salesforce

Job description

• Serve as the day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, product adoption, and optimisation through technical, operational, relationship, and commercial excellence
• Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, retention and satisfaction
• Collaborate, problem-solve, and/or strategize with team members on upcoming customer meetings and opportunities. Always be keen to learn from more senior team members who may have more experience or different approaches than you
• Establish relationships as a trusted, strategic, and operational advisor to help ensure the continued value of our products and services
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth plus share learnings
• And finally we all love rolling our sleeves up to do our bit to keep StuRents an awesome place to work. You'll be a willing participant of one (or more - up to you!) of our social/cultural initiatives, from working with our social society all the way through to coming up with your own regular culturally contributing initiative at StuRents

• 24 days holiday (excl. bank holidays). Increasing to 26 days after 3 years, an additional day each year thereafter up to 30 days per year.
• 24/7 counselling advice and information line + 6 private therapy sessions.
• Work from abroad for up to 4 weeks a year after 1 year of employment.
• Access to our employee discounts with over 3,000 exclusive discounts and offers.
• Company pension contributions (with access to increased company pension contribution after 3 years of employment).
• Access to a private practising UK GP plus contributions to annual eye tests & flu jabs.
• £360 allowance for home office desk and chair for remote working.
• Work from home opportunities (maximum 3 days per week).
• Monthly team lunches and quarterly all-company socials.

Experienced Professional:

You're an experienced customer success manager or account manager within the SaaS space, bringing a fresh perspective gained from your previous role(s). Experience in PropTech is preferred but not essential. You excel at delivering a first-rate customer experience, underpinned by a desire to establish strong, long-lasting, and mutually beneficial customer relationships

Raise the Bar:

You display great customer success practices and knowledge, and are eager to learn and continually develop your skills from our experienced team

Commercially Driven Continuous Improver:

You're naturally curious and excited about developing your commercial acumen, critical thinking and deft communication skills to identify and recommend customer improvements. Likewise, you welcome feedback and proactively leverage recommendations to enhance your practice. You've previously acted as a bridge between customers and your internal teams, surfacing impactful insights to drive continuous product and service improvements

Self-Directed and Organised:

You're self-directed and enjoy multitasking with a knack for organising and prioritising your work effectively. You have a high attention to detail and can spot red herrings with ease

Proactive Problem Solver:

You actively seek and identify potential customer challenges and proactively implement resolutions that set the customer up for success, positioning yourself as your customers' trusted advisor

Skilled Communicator:

You're a clear and concise verbal and written communicator. You're confident when speaking to customers via email, on the phone, on virtual calls and in person

Proactive Team Player:

You're a proactive communicator, who is used to working together with colleagues and teams. You have a friendly, personable, and approachable communication style

Growth-Focused:

You have the desire and ability to thrive in fast-paced, dynamic environments and manage multiple priorities effectively. Your strong passion for customer success and commitment to delivering exceptional service is evident in your track record of managing existing customers and effectively onboarding new ones

Technically Savvy:

You are comfortable using gSheets or excel and have familiarity with either Hubspot or Salesforce as your CRM

Nice to have:

PropTech experience is preferred but not essential