Customer Success Manager

Propel; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing tech company is seeking a Customer Success Manager in London to oversee UK accounts. You will drive onboarding, ensure customer success, and enhance retention through relationship-building and upselling. Ideal candidates have 3–5 years’ experience in customer-facing roles, preferably in the construction or property industries. This hybrid role includes regular travel to clients.

Qualifications

• 3–5+ years in Customer Success, Account Management, or a similar client-facing role.
• Strong business mindset with a focus on value and growth.
• Background in start-ups essential; corporate experience is a plus.

Responsibilities

• Act as the go-to owner for all UK-based active accounts.
• Lead onboarding, training, and successful adoption of the solution.
• Identify opportunities for upsell and expansion within existing accounts.

Skills

Customer Success Management

Account Management

Relationship Building

Technical Guidance

KPI Tracking

Job description

Customer Success Manager - London

A fast-growing scale-up at the forefront of sustainability is looking for a Customer Success Manager to take full ownership of all UK-based accounts. This is a pivotal role within the UK team, ensuring customers achieve maximum value from innovative solutions that reduce waste and drive sustainability.

This is an individual contributor role.

What You’ll Be Doing

• Act as the go-to owner for all UK-based active accounts
• Lead onboarding, training, and successful adoption of the solution
• Drive contract renewals, maximise retention, and reduce churn
• Identify opportunities for upsell and expansion within existing accounts
• Build trusted relationships at all levels (site teams through to execs)
• Provide technical guidance and ensure best practice usage of the platform
• Collaborate cross-functionally with Sales, Product, and Support
• Track and deliver against KPIs such as managed MRR, retention vs churn, net $ growth, success stories published, and business leads generated

What We’re Looking For

• 3–5+ years in Customer Success, Account Management, or a similar client-facing role
• Strong business mindset with a focus on value and growth
• Background in start-ups (essential); corporate experience is a plus
• Prior experience in construction, property or related industries (preferred)
• Charismatic, proactive, organised, and able to manage multiple priorities
• London-based, hybrid working, with regular customer travel required

Why Join?

• Be part of one of the fastest-growing companies in sustainability tech
• Join a dynamic, mission-driven scale-up culture with real impact and growth opportunities