Customer Success Manager

About the Company

Our client serves as a central decision-making platform for higher education and student accommodation sectors, supporting over 12 million students and providing extensive data and insights to investors, developers, operators, universities, and property advisors. The platform hosts the largest real-time dataset on the student housing market, comprising more than 3.4 billion data points with detailed updates on pricing, availability, incentives, property specifics, planning applications, and verified student opinions. Operating across the UK, Ireland, Germany, Spain, and France, the company intends to expand its presence throughout Europe by 2026.

Having reached 97% of their international growth targets, the business is expanding both domestically and internationally with B2B clients, investing in a skilled Customer Success Manager to support this growth.

Role and Responsibilities

• Manage a portfolio of over 20 clients, primarily institutional investors, asset managers, real estate developers, and global real estate advisors, with an average client spend of £50,000 ARR (ranging between £30k and £250k ARR).
• Conduct onboarding of new clients onto the data insights platform, aligning setup with their objectives by creating and tracking mutual success plans.
• Host detailed sessions with senior client stakeholders to understand how different departments will use the platform, including delivering live demonstrations to board members.
• Lead product demos before trial phases in partnership with the Account Executive, ensuring logical, thorough presentations of platform capabilities.
• Identify opportunities for upselling and report cross-selling prospects to the sales team.
• Serve as the main daily point of contact for clients, addressing inquiries, solving issues, and fostering long-lasting relationships with senior marketing and other key stakeholders.
• Prepare and present monthly reports on platform usage and client activity, offering insightful recommendations to maximize benefit from the platform.
• Gain deep knowledge of the product to confidently guide, educate, and present to clients.
• Develop and distribute clear client communications regarding updates, new features, and product enhancements targeted to a variety of customer profiles.
• Work closely with internal teams including Customer Success, Data Solutions, and Product to channel client feedback for ongoing improvements.
• Play a critical role in scaling customer success operations by maintaining strong organization, proactive management, and client-focused discipline.

Candidate Requirements

• Minimum of two years experience in customer-facing roles within SaaS, customer success, account management, or similar fields.
• Exceptional organizational skills capable of managing multiple client accounts and meeting deadlines consistently.
• Strong communication skills with the ability to engage senior stakeholders and tailor messaging to diverse audiences.
• Analytical aptitude for report preparation, data interpretation, and actionable recommendation development.
• Proficient in onboarding new clients, mapping goals, and partnering in successful plan creation.
• Quick learner with the ability to become product experts and translate complex functionalities into client benefits.
• Experience establishing and sustaining long-term client relationships, addressing queries and resolving challenges effectively.
• Collaborative mindset for working with sales, product, and data teams to share client feedback and enhance the platform.
• Self-driven, proactive, and disciplined, with a genuine passion for customer success and process scalability.
• Background in SaaS preferred, especially familiarity with recurring revenue or subscription models.

Compensation and Benefits

• Competitive salary ranging from £45,000 to £50,000 base plus a £5,000 performance bonus.
• Unlimited holiday allowance.
• £1,000 home office allowance.
• Fully remote work arrangement with flexible hours.
• Supportive work environment emphasizing output and performance in a transparent and non-hierarchical culture.