Customer Success Manager (Support, Training & Us...

Story Terrace Inc.; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in AI technology seeks a Customer Success Manager to enhance user experience and manage customer relationships. The role, based in London, involves supporting customer success stories and fostering user engagement through effective onboarding and training sessions.

Benefits

Deliveroo weekly allowance

AXA healthcare

Unlimited holiday

Occasional international travel to the US

Qualifications

• Experience in a Customer Success role within a SaaS environment.
• Experience designing and delivering engaging training sessions.
• Proven track record of identifying upsell opportunities.

Responsibilities

• Manage and improve the customer support experience.
• Deliver thorough onboarding experiences.
• Develop trust-based relationships with users.

Skills

Customer Success

Data Fluency

Cross-Functional Collaboration

Training Delivery

Job description

Customer Success Manager (Advocacy & Growth)

This role is UK-based (hybrid, London min: 3 times a week), with occasional travel to the US.

£40,000 - 55,000 base salary (salary assessment will be primarily based on experience)

About the Company

Our mission is to transform the Multifamily real estate industry by empowering organisations with advanced AI solutions to drive optimisation and efficiency. Through every conversation our users have, we learn, extracting and generating vast quantities of data. This conversational data is invaluable to our clients, helping them gain insight into their customer experience, operational processes and more. Our goal is to help them use this data to make better decisions. From staffing to process improvement.

About the Role

We are looking for a Customer Success Manager who will take the lead in managing customer support, delivering effective user training, and building trusted relationships with end users and key stakeholders. Your primary focus will be ensuring users feel supported, enabled, and connected to the value Travtus delivers. You’ll ensure that our clients fully leverage the Travtus Multifamily product suite to meet and exceed their goals — from initial onboarding and enablement, through to sharing customer success stories and identifying opportunities for deeper partnerships.

This is a hands-on role that blends operational support management with high-quality enablement and engagement. You’ll work closely with internal teams and collaborate on initiatives related to customer advocacy and account growth, but your day-to-day will focus on directly enhancing the customer experience.

Responsibilities

• Customer Support: Manage and continuously improve the support experience, ensuring timely responses and effective issue resolution. Monitor support trends and work with Product and Engineering to address recurring issues or opportunities. Maintain or implement tools, processes, or FAQs to reduce friction and empower users to self-serve.

• Customer Onboarding: Deliver engaging and thorough onboarding experiences, ensuring customers are fully equipped to succeed from day one.

• User Relationship Management: Develop strong, trust-based relationships with users and champions across accounts. Act as a go-to resource for guidance, updates, and support on their day-to-day use of Travtus. Regularly check in with users to gather feedback, identify pain points, and provide proactive support.

• Training & Enablement: Design and deliver onboarding programs, product training, and educational resources tailored to customer segments. Run webinars, 1:1 sessions, or scalable learning content that promotes product confidence and adoption. Continuously gather feedback to improve training delivery and materials.

• Cross-Functional Collaboration: Partner with internal colleagues to support customer advocacy initiatives, account growth and retention. Share user insights and sentiment with internal teams to influence roadmap and messaging.

Must-have requirements

• Experience in a Customer Success role within a SaaS environment
• Experience designing and delivering engaging training sessions and customer onboarding programs
• Proven track record of identifying upsell/expansion opportunities in partnership with commercial teams
• Strong data fluency with the ability to use product usage data to craft success narratives and inform engagement strategies
• Comfortable working cross-functionally with product, sales, and marketing teams

Nice-to-have requirements

• Multifamily industry experience is not essential, but experience from a variety of industries is a bonus
• Experience with US-based customers
• Startup or fast-paced tech environment experience

Benefits

• £40,000 - 55,000 base salary (salary assessment will be primarily based on experience)
• Deliveroo weekly allowance
• AXA healthcare
• Unlimited holiday
• Occassional international travel to the US

About the Team

Working in a truly collaborative style, where everyone is heard and brings something valuable to the conversation allows us to push the boundaries in this new area of technology. We are fundamentally challenging the way one of the largest industries in the world operates, and our commercial success pays testament to the skill, commitment and passion that our team displays every day.

Apply now and help us shape the future of AI technology.