Customer Success Manager

LandTech
London
GBP 60,000 - 80,000
Job description

Job Description

OUR MISSION

We are on a mission to “Drive tech-enabled change for developers to shape the communities of the future”.

We are supercharging the whole development process by building technology for every stage of a property developer's journey towards unlocking land. 90% of the 200 top global cities have a housing crisis and it’s too difficult for property developers to build the places we need. To keep up with demand, the property industry needs to keep evolving.

LandTech is part of that evolution.

Established in 2014 with two Co-Founders passionate about solving a complex problem, our product offering is the industry standard for site sourcing and assessment, and we are now a multi-million-pound business carving a path to international success!

ABOUT US

A multi award winning, value driven company, offering a unique challenge as part of a High Performance Organisational culture that will push you out of your comfort zone, yet offer the support, guidance and empowerment to help you both grow and thrive on this rewarding journey.

Offering a Hybrid working environment and flexible working arrangements, we holistically support both your personal and professional development. We provide quarterly performance reviews, strategic training and transparent career pathways; all the way through to offering personal development funds, cross departmental socials, and exciting and informative learning workshops.

THE ROLE

This role is part of Customer Growth, who are responsible for truly understanding our customers and what they need. We give our customers the training, education and ongoing support to help them day to day and exceed their expectations, without fail. This leads to growth in accounts, high retention rates...and the overall success of the business! As a company we want our customers to achieve maximum value when they purchase our software, so that we partner with them for the long term. Our customers' success is our success.

This role reports into the Customer Success Lead and works directly with customers to solve problems, share expert guidance and of course, demonstrate how our software can help them achieve their business goals (which are different for every client and ever-changing). This role is responsible for making sure our customers are happy, want to stay with us, and even grow their accounts.

KEY ACCOUNTABILITIES

The success for this role will be based on a proficiency in the following areas:

  • Developing meaningful relationships with customers that promote loyalty and growth of their account
  • Providing a successful onboarding experience for our customers, by creating and delivering onboarding sessions remotely or face to face. By doing this you will show the immediate value of our product, and our customers investment
  • Gathering regular customer feedback and sentiment, you will share insights with other internal departments, helping to shape and change how we develop our product for our customers
  • Delivering strategic, goals focussed sessions to ensure that users are seeing success from our product suite and advising on ways to increase utilisation and unlock further value
  • Monitoring customer usage, you will proactively drive engagement and adoption, assisting with any support queries or questions that are received along the way
  • Developing creative content and initiatives to engage with customers at scale, ensuring that they have access to the knowledge and resources they need to be successful
  • Ultimately we want our customers to be using our software to its full potential and achieving their business goals....you’re the person that helps them do that

KEY METRICS

  • Ensuring a minimum of 80% of our customers renew
  • Generating CSM led expansion opportunities
  • Maintaining a high licence utilisation across your portfolio
  • Delivering value realisation and ROI for your client through strategic touch points

ESSENTIAL TECHNICAL, QUALIFICATION & PREVIOUS EXPERIENCE

  • Gainsight or other Customer Success software
  • GoogleSuite
  • 2 + years in a similar CSM or Account Management role
  • Experience working with high numbers of customers (150+) at one time

OUR VALUES

  • WE BUILD WITH ACCOUNTABILITY - Integrity in action. Decisive ownership. Exceptional outcomes.
  • WE BUILD WITH COHESION - Voyage together. Effective collaboration. Trusted partnerships.
  • WE BUILD WITH COURAGE - Unwavering valour. Pioneering progress. Lifelong learning

OUR BENEFITS INCLUDE:

  • Equity Options
  • Hybrid Working
  • Flexible Working Hours
  • 25 days Paid Holiday (plus bank holidays)
  • Flexible Bank Holidays
  • Unlimited Unpaid Holidays
  • Enhanced Parental Leave
  • Fertility and Family Planning Leave
  • Volunteer Charity Day
  • £500 Personal Growth fund
  • Financial Planning Support
  • Strategic Training fund
  • £200 Remote Working fund
  • Private Health and Dental Insurance
  • Life Insurance of 4 x annual salary
  • Reward and Recognition Program
  • Increased Pension contributions after 2 years of service
  • Dog-friendly office

Shaped by our Values of ‘We Build with Accountability, Cohesion and Courage’, we expect all members to uphold integrity-centric, result-focused, and harmonious conduct in how they think, operate and behave. This is irrespective of their walk of life or personal characteristics or preferences.

We take a firm stance that all decisions relating to employment decisions, performance and recognition are not qualified or impacted by any demographic agendas, and unequivocally on the meritocracy of competency and character of the individual.

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