Customer Success Manager

Asite; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A technology company in the UK is seeking a Customer Success Manager to drive customer satisfaction and adoption of its solutions. This role involves leading onboarding sessions, monitoring account health, and collaborating with internal teams. The ideal candidate will have 3+ years of experience in SaaS Customer Success or similar roles, focusing on relationship management and stakeholder engagement. The position requires working on-site in London and offers a competitive salary with benefits.

Benefits

Professional development opportunities

Competitive salary

20-day PTO

Gym membership subsidy

Private health insurance options

Pension Plan

Qualifications

• 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
• Familiarity with enterprise software delivery and customer lifecycle management.
• Willingness to obtain relevant security clearance if required.

Responsibilities

• Lead onboarding sessions and adoption check-ins tailored to client workflows.
• Monitor account health and usage metrics to ensure clients are achieving expected outcomes.
• Act as the voice of the customer, escalating feedback to Product and leadership teams.

Skills

Relationship management

Stakeholder engagement

Data interpretation

Proactive mindset

Organisational skills

Tools

Salesforce

Gainsight

Job description

The CSM is the primary relationship owner for Asite customers within their region, responsible for driving platform adoption, customer satisfaction, and long-term retention. Acting as a trusted advisor, you will help coordinate onboarding, training, and lead strategic account reviews, while proactively identifying risks and opportunities that impact client success.

This role is central to ensuring clients realise measurable value from Asite’s solutions – particularly in the AEC sector, where digital transformation, Common Data Environments (CDEs), and ISO-compliant workflows are key to operational success. You will collaborate closely with Technical and Growth Consultants to ensure customer outcomes translate into commercial growth.

Key Responsibilities

Customer Engagement & Success

• Lead onboarding sessions and adoption check-ins tailored to client workflows.
• Deliver Quarterly Business Reviews (QBRs), usage insights, and strategic recommendations.
• Monitor account health and usage metrics to ensure clients are achieving expected outcomes.

Risk & Opportunity Management

• Identify risks to adoption or satisfaction and coordinate mitigation plans with internal teams.
• Partner with Growth Consultants to identify and support upsell, cross-sell, and renewal opportunities.
• Act as the voice of the customer, escalating feedback to Product and leadership teams.

Cross-functional Collaboration

• Work with Technical Consultants to resolve platform challenges, implement enhancements, and support client onboarding.
• Coordinate with Shared Services teams for reporting, documentation, and operational support.
• Contribute to internal knowledge sharing and customer success playbooks.

Measures of Success

• Gross Revenue Retention (GRR) and renewal rates across managed accounts.
• Platform adoption and usage growth over time.
• Customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
• Identification and enablement of expansion opportunities.

Skills & Experience

Essential

• 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
• Strong relationship management and stakeholder engagement skills.
• Ability to interpret usage data and translate insights into actionable recommendations.
• Familiarity with enterprise software delivery and customer lifecycle management.
• Ability and willingness to get relevant security clearance if required.

Desirable

• Experience supporting clients in construction, infrastructure, or asset management sectors.
• Understanding of CDE platforms, BIM workflows, or ISO 19650-aligned processes.
• Exposure to CRM systems and customer success platforms (e.g., Salesforce, Gainsight).
• Commercial awareness and ability to support growth initiatives.

Behaviours & Attributes

• Customer advocate with a proactive, solution-oriented mindset.
• Analytical and detail-focused, with strong organisational skills.
• Clear communicator, able to engage both technical and non-technical stakeholders.
• Collaborative and adaptable in a fast-paced, client-facing environment.

Benefits

• Professional development opportunities
• Competitive salary
• Dynamic culture, with high talent density for sustained and significant personal development
• 20-day PTO
• Gym membership subsidy
• Private health insurance options
• Pension Plan

Please note that this position requires working on-site at our London Mayfair office five days a week, with occasional customer site visits.