Customer Success Manager

Glodon Company Limited; Manchester; Remote; GBP 40,000 - 45,000; Full time

Benefits offered by this job

25 days annual leave

Job summary

Glodon UK is seeking an experienced Customer Success Manager to help customers maximise the value of our construction software platform. You will lead onboarding, manage a portfolio of customers, and uncover opportunities to drive adoption, retention and growth.

You will build deep customer relationships, understand their business challenges, and work with sales, product and technical teams to deliver practical, value-driven outcomes.

Qualifications

• Proven experience in Customer Success, Account Management, Client Services or Implementation.
• Strong verbal and written communication across multiple stakeholders.
• Solid understanding of customer retention, renewals and growth targets.
• Familiarity with HubSpot or other CRM platforms.
• Experience in construction-related environments is highly desirable.

Responsibilities

• Lead onboarding and ensure smooth adoption of the platform for a portfolio of customers.
• Build long-term relationships and act as the primary contact for customers.
• Understand each customer’s business, processes and objectives; identify challenges and opportunities.
• Monitor product usage and engagement; provide guidance and best practices.
• Run customer meetings, product reviews, and training sessions; plan accounts.
• Collaborate with sales, product and technical teams to relay feedback and resolve issues.
• Identify opportunities for upsell of features or services and coordinate with sales.
• Own retention and renewal activities, aiming to meet quarterly targets and mitigate risks.
• Keep CRM data up to date with account plans and activities.
• Analyze customer feedback to inform product and process improvements.

Skills

Relationship building

Account management

Customer success

CRM familiarity (HubSpot)

Communication

Data analysis

Problem solving

Construction industry knowledge

Tools

HubSpot

Job description

Glodon is a global leader in digitalization and AI solutions for the architecture, engineering, construction, and operations (AECO) industry. Founded in 1998, Glodon delivers software, hardware, solutions, and services that support the full project lifecycle for stakeholders across the global AECO ecosystem. Trusted by over 500,000 enterprise customers, Glodon's solutions have been applied across more than 7 million construction projects in over 100 countries and regions. Together with the global AECO ecosystem, Glodon works to advance digital transformation and AI adoption across the industry.

Since embarking on our international journey in 2008, Glodon has established a significant presence worldwide. As Glodon’s UK-based subsidiary, Glodon UK draws on the Group’s decades of experience in construction digitalisation. At the heart of our local operation is an energetic, proactive team of dedicated professionals. We embrace a can-do mindset, thrive on collaboration, enabling us to deliver tailored digital construction services and solutions to our UK partners and customers.

For more information about Glodon UK, please visit our website: https://glodon.co.uk/

About the role

We’re looking for an experienced Customer Success Manager to join our growing team and play a key role in helping customers get the most from our platform.

You’ll be responsible for building long-term partnerships with customers, supporting them through implementation, increasing product adoption, and ensuring they continue to see clear value from the platform. As a key point of contact, you’ll develop a deep understanding of each customer’s business and work with them to solve challenges and achieve their objectives.

Experience within the construction industry is essential for this role. You’ll need to understand the realities of working in construction, the processes involved, and the challenges businesses and teams face on a day-to-day basis.

What you’ll be doing

• Lead customers through the onboarding process, ensuring a smooth transition and successful adoption of the platform
• Take ownership of a portfolio of customers and manage relationships throughout their time with us
• Develop a strong understanding of each customer’s business, processes, objectives, and challenges
• Regularly review customer engagement and product usage, identifying where additional support or intervention may be needed
• Help customers get the most value from the platform by providing guidance, best practices, and practical recommendations
• Run customer meetings, product reviews, training sessions, and account planning sessions
• Work alongside our sales, product & technical teams to communicate customer feedback and help resolve issues
• Spot opportunities where additional products, features, or services could benefit customers and collaborate with the sales team where appropriate
• Own customer retention and renewal activity across your portfolio, working towards quarterly targets for retention and renewals while identifying risks early and taking action to protect customer relationships.
• Keep customer information, account plans, opportunities, and activity up to date within our CRM
• Track customer feedback and identify recurring themes that could influence product development or internal processes
• Help develop and improve our customer success processes, resources, and internal playbooks

What we’re looking for

• Proven experience working in the construction industry, this could be within construction operations, construction technology, software, project management, commercial roles, or a related environment
• Previous experience in Customer Success, Account Management, Client Services, Implementation
• A genuine understanding of the construction sector and the way construction businesses operate
• Strong verbal and written communication skills, with the ability to build relationships across a range of customer stakeholders
• Comfortable presenting information, delivering training, and leading customer meetings
• Strong organisational skills with the ability to manage competing priorities across multiple accounts
• Commercial awareness, with a strong understanding of retention, renewals, and customer growth, and the ability to work towards and consistently achieve quarterly customer retention and renewal targets.
• Analytical and comfortable using customer data, reporting, and CRM information to identify trends and opportunities
• A proactive approach, you’ll be someone who spots potential issues and acts before they become problems
• Familiarity with HubSpot or other CRM platforms
• A genuine interest in technology and how it can improve processes and outcomes within the construction industry

Location

This is a remote role, open to candidates based in Manchester or the surrounding areas, with occasional travel to our Manchester office required.

What we offer:

Salary up to £40k-£45k, plus:

1. 25 days' annual leave plus public holidays