Customer Success Manager

BUILTIN Talent; Croydon; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

BUILTIN Talent is seeking a Customer Success Manager to own day-to-day performance across a portfolio of client sites. You’ll work in a hybrid setup—three days in the office, two remote, with travel to client sites as needed—and act as the primary interface between clients and internal teams.

This hands-on role requires investigating issues, analyzing data, and guiding resolution while keeping clients informed.

Qualifications

• Experience resolving client issues in operations such as property, facilities, or field services.
• Ability to ask targeted questions to identify root causes.
• Comfort using dashboards and reports to guide decisions.
• Willingness to be hands-on at client sites and launches.

Responsibilities

• Own a portfolio of client sites and monitor day-to-day performance.
• Investigate issues, coordinate internal teams, and drive resolution.
• Report outcomes to clients and keep them updated.
• Spot recurring problems and suggest improvements.

Job description

Hybrid: three days in the office, two remote, plus travel to client sites

I’m working with a growing business that provides technology and operational services to clients across the property sector. They’re looking for a Customer Success Manager to take ownership of how a portfolio of client sites performs day to day.

This is a practical, client-facing role. If a system at a site isn’t working as expected, you’ll investigate what’s happening, look at the data, get the right internal team involved and stay on the issue until it’s resolved. You’ll then explain the outcome to the client clearly and keep them updated along the way.

You’ll also spot recurring problems before they escalat, review site performance with clients and help launch services at new locations. That could mean spending time on site, speaking with the people who use the service and training client teams.

You’ll be a good fit if you:

• Have owned client problems through to resolution in an operational setting, such as property, facilities, parking, logistics or field services.
• Ask specific questions to find the cause of a problem before escalating it.
• Are comfortable using dashboards and reports to guide your decisions.
• Can get things done through internal teams you don’t manage directly.
• Stay calm and communicate clearly when clients need answers.
• Are happy to be hands-on during client-site visits and launches.

You don’t need to be a technical specialist or have experience in a particular sector. This isn’t a sales role. Success comes from understanding what’s happening at your sites, following through and earning clients’ trust.

You’ll have the opportunity to help shape a new Customer Success function from an early stage.