Strategic Customer Success Lead - Real Estate & FM

PLANON; Brighton; Hybrid; GBP 40,000 - 61,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Planon is seeking a Customer Success Manager in the UK to own the success and long-term development of a strategic portfolio. You will act as a trusted advisor, engaging with stakeholders across levels and coordinating with Account Management, Services, Support, Product and R&D to maximize value and adoption.

You will identify growth opportunities, develop long-term customer success plans, and challenge customers with industry insight to align Planon solutions with their real estate and

Qualifications

• 5+ years of experience in Customer Success, Services, Consulting, Account Management or a comparable customer-facing role.
• Strong knowledge of real estate and/or facility management and the business challenges customers face in this domain.
• Experience working with complex enterprise software solutions and an understanding of software implementation and adoption.
• Proven ability to build trusted relationships with multiple stakeholders, including senior decision-makers.
• A strategic and commercially aware mindset, with the ability to recognise customer risks as well as opportunities for further growth.
• The confidence and subject-matter credibility to act as a trusted advisor to customers.
• A proactive, self-starting approach and the ability to coordinate effectively across different internal teams.

Responsibilities

• Build long-term relationships with strategic customers, from operational stakeholders through to senior decision-makers.
• Develop a deep understanding of each customer’s business, real estate and facility management environment, objectives and use of Planon.
• Create and drive long-term customer success plans focused on adoption, value realisation, retention and future growth.
• Proactively identify risks, challenges and opportunities, coordinating the right Planon teams to move customers forward.
• Identify opportunities to expand the value customers receive from Planon and partner with Account Management to develop these commercially.
• Act as the voice of the customer internally and connect customer needs with Services, Support, Product and R&D.

Skills

Customer Success

Stakeholder management

Enterprise software

Real estate knowledge

Commercial mindset

Cross-functional coordination

Planon software

Tools

Planon software

Job description

Planon is seeking a Customer Success Manager in the UK to own the success and long-term development of a strategic portfolio. You will act as a trusted advisor, engaging with stakeholders across levels and coordinating with Account Management, Services, Support, Product and R&D to maximize value and adoption.

You will identify growth opportunities, develop long-term customer success plans, and challenge customers with industry insight to align Planon solutions with their real estate and