Customer Success Manager

Story Terrace Inc.; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A property management company in London seeks a Customer Success Manager focused on operations. The ideal candidate will ensure effective customer engagement and account management by driving operational excellence throughout the customer lifecycle. Key responsibilities include delivering client training, monitoring usage metrics, and fostering cross-functional collaboration. Candidates should have strong communication skills and familiarity with SaaS technology. This role offers a competitive compensation package and flexible working conditions.

Benefits

Competitive compensation package

25 days annual holiday

Flexible working environment

Private health care

Enhanced parental leave

Life insurance (4x salary)

Employee assistance program

Company volunteering day

Learning management system powered by Udemy

Referral bonus

Season ticket loan programs

Pension scheme

Company-sponsored social gatherings

Fully stocked kitchen

Qualifications

• 3 years + experience in SaaS or property technology is a plus.
• Experience managing operational tasks within customer success or account management.

Responsibilities

• Deliver training to clients on all available Plentific modules.
• Ensure end users understand core functionality and use cases.
• Monitor adoption metrics and intervene when usage trends decline.
• Track client KPIs and ensure Plentific value is documented.
• Coordinate & implement feature introductions.
• Prioritise workloads effectively to manage multiple client accounts.
• Identify upsell opportunities and liaise with Strategic Account Director.
• Support the Strategic Account Director with operational insights.

Skills

Excellent communication skills

Strong attention to detail

Familiarity with CRM and CSM platforms

Ownership of processes

Mindset focused on process improvement

Tools

Salesforce

Planhat

Job description

About Us

At Plentific, we’re redefining property management in real time. Our mission is to lead real estate through the transformative journey into “The World of Now,” enabling us to empower property professionals through our innovative, cloud-based platform.

We harness cutting-edge technology and data-driven insights to streamline operations for landlords, letting agents, and property managers—enabling them to optimize maintenance, manage repairs, and make informed decisions instantly. Our platform is designed to create seamless, real-time workflows that transform traditional property management into a dynamic, digital experience.

Backed by a world-class group of investors—including Noa, Highland Europe, Brookfields, Mubadala, RXR Digital Ventures, and Target Global—Plentific is at the forefront of the proptech revolution. Headquartered in London with a global outlook, we’re continually expanding our reach and impact.

We’re looking for forward-thinking, passionate professionals who are ready to contribute to our mission and drive industry innovation. If you’re excited about making an immediate impact and shaping the future of property management, explore career opportunities with us at Plentific.

The Role

As a Customer Success Manager focused on operations at Plentific, your primary responsibility is to ensure that day-to-day customer engagement, account hygiene, and internal alignment are executed with excellence. You will manage the operational components of the customer lifecycle from onboarding through to renewal ensuring accurate documentation, process consistency, and timely execution.

This role is ideal for someone highly organised, process-oriented, and passionate about driving efficiency and accountability in customer success operations.

Responsibilities

• Deliver training to clients on all available Plentific modules.
• Ensure end users understand core functionality and use cases.
• Monitor adoption metrics and intervene when usage trends decline.
• Track client KPIs and ensure Plentific value is documented and shared regularly.
• Coordinate & implement feature introductions and monitor usage.
• Prioritise workloads effectively to manage multiple client accounts and deliver timely support.
• Identify upsell opportunities and liaise with the Strategic Account Director to support growth initiatives.
• Support the Strategic Account Director by attending QBRs from an operational perspective, providing KPI data, insights, and recommendations for improvement.
• Build and maintain excellent client relationships to ensure high customer satisfaction and retention.
• Work closely with cross-functional teams including Product, Support, Onboarding and Implementations.
• Raise and track escalations effectively with internal stakeholders.
• Schedule and conduct periodic client operational meetings.
• Ensure timely responses to client requests and internal follow-ups.

Skills

• Excellent communication skills, both verbal and written, to engage effectively with clients and internal teams.
• Strong attention to detail to ensure accuracy in client interactions, issue resolution, and documentation.
• Familiarity with CRM and CSM platforms (e.g., Salesforce, Planhat).
• Comfortable owning processes from initiation to resolution.
• A mindset focused on process improvement and cross-functional collaboration.

Experience and Qualifications

• 3 years + experience in SaaS or property technology is a plus.

• Experience managing operational tasks within customer success or account management.

Benefits

As you can see, we are quickly progressing with our ambitious plans and are eager to grow our team of doers to achieve our vision of managing over 2 million properties through our platform across various countries. You can help us shape the future of property management across the globe. Here’s what we offer:

• A competitive compensation package
• 25 days annual holiday
• Flexible working environment including the option to work abroad
• Private health care for you and immediate family members with discounted gym membership, optical, dental and private GP
• Enhanced parental leave
• Life insurance (4x salary)
• Employee assistance program
• Company volunteering day and charity salary sacrifice scheme
• Learning management system powered by Udemy
• Referral bonus and charity donation if someone you introduce joins the company
• Season ticket loan, Cycle to work, Electric vehicle and Techscheme programs
• Pension scheme
• Work abroad scheme
• Company-sponsored lunches, dinners and social gatherings
• Fully stocked kitchen with drinks, snacks, fruit, breakfast cereal etc.