Customer Success Manager

Kotini; London; Remote; GBP 30,000 - 40,000; Full time

Job summary

Kotini is seeking a Customer Success Manager to support estate agents, buyers, and sellers in utilizing their innovative property transaction software. This entry-level role offers autonomy and the chance to shape customer success processes while ensuring client satisfaction and engagement. Ideal candidates are proactive problem solvers with strong communication skills, ready to contribute to a growing startup.

Qualifications

• Knowledge of Estate Agency.
• Knowledge of property transactions.

Responsibilities

• Provide continuous support to clients including estate agents, buyers, and sellers.
• Create and improve training and support content.
• Support check-ins with estate agents to assess their use of Kotini.

Skills

Problem-solving

Communication

Proactivity

Job description

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Role location: Remote (Satellite office in Barbican, London)

Salary: Up to £40k

About Kotini

The experience of buying or selling a home in the U.K. is abysmal.It’s meant to be a moment of joyful change, but it’s mired with stress; why? It takes too long, transactions fail too often, and there’s a massive gap in support, causing more than a 3rd of people to feel that home buying is the most stressful life event they’ve experienced.

At Kotini, we're reimagining how people navigate and manage their property transactions, aiming to be in the hands of every buyer and seller, helping them manage the process from end to end.

Right now we're focussed on estate agency, the earliest point a property transaction starts to pick up momentum (i.e. when a property is listed and offers are made), building software that helps estate agents focus on what matters, selling property, and enabling buyers and sellers to experience estate agency like they would any other modern service, digitally.

Role Overview

The customer success manager role is directly supporting our customers (estate agents, buyers and sellers) with their requests for help, and supporting them to make the most of Kotini.

You’ll also help define the processes for customer success, determine the key performance indicators, and directly support our customers with help from the founding team. You’ll have a broad scope of work covering how we keep our clients happy, engaged and helping them make the most of Kotini.

As the first customer success hire this role offers you autonomy, the opportunity to build something from the ground up, and a clear progression to a leadership role as we grow (if that’s what you’d like).

Core Responsibilities:

• Customer Support: Provide continuous support to our clients which includes estate agents, buyers and sellers.
• Support Material Development: Create and improve training and support content.
• Health Checks: Support check-ins with our estate agents to assess how they're finding and making the most of Kotini.
• Product Engagement: Help drive adoption and engagement with the product.

This role will suit someone who:

• Is proactive, curious and driven
• Enjoys problem-solving customer issues, finding the root cause and best solution for them
• Is comfortable dealing with uncertainty
• Has excellent communication skills, both written and verbal
• Follows through on promises to clients and the team

Must have experience/knowledge:

• Knowledge of Estate Agency
• Knowledge of how property transactions work

Helpful experience/knowledge:

• You've spent time in or leading a customer support or success team
• You've worked in an early stage start up

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Consumer Services

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