Customer Success Manager

About The Role

We are seeking a highly motivated and experienced Customer Success Manager to join our dynamic team at a leading SaaS provider specializing in construction and built environment technology.

Your primary goal will be to foster strong, long-term relationships with customers, acting as a trusted advisor to help them realize maximum business value from our solutions. This position offers an exciting opportunity to influence customer satisfaction, retention, and growth, contributing directly to the company's digital transformation journey and future expansion strategies.

Qualifications

• A proven track record in managing strategic customer relationships within a SaaS or technology environment, preferably within the construction or built environment sectors.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with senior decision-makers and operational teams alike.
• A strong commercial acumen is essential, along with experience in driving customer onboarding, adoption, and retention initiatives.
• Proficiency in CRM systems and success metrics is required to monitor and optimize customer health and engagement.
• A proactive, organized, and customer-centric approach, with a passion for delivering exceptional service and fostering long-term partnerships.

Responsibilities

• Manage a portfolio of strategic customer accounts across the EMEA region, ensuring high levels of customer satisfaction and retention.
• Led the migration of customers from legacy systems to our modern SaaS platform, ensuring a smooth transition and onboarding process.
• Build and maintain trusted relationships with executive sponsors, business leaders, and operational users to understand their strategic objectives and challenges.
• Develop tailored Customer Success Plans aligned with customer goals and measurable business outcomes, driving adoption and engagement.
• Cook up and deliver Quarterly Business Reviews, health checks, and strategic planning sessions to monitor progress and identify growth opportunities.
• Act as a trusted advisor by sharing industry best practices, product expertise, and insights to maximize customer value.
• Own customer renewal processes, managing contract negotiations and ensuring retention targets are met or exceeded.
• Identify and develop upsell and cross-sell opportunities in collaboration with the Sales team to drive revenue expansion.
• Proactively monitor customer health metrics, identify risks early, and implement effective retention strategies.
• Gather and analyze customer feedback to influence product development and enhance service delivery.
• Promote customer advocacy through references, case studies, and success stories to support marketing and sales efforts.
• Maintain accurate CRM data, including customer plans, forecasts, and engagement activities, to ensure visibility and alignment across teams.
• Collaborate closely with Sales, Product, and Technical Support teams to deliver a seamless and integrated customer experience.

Benefits

• A competitive salary package complemented by performance-based bonuses and comprehensive benefits.
• An opportunity to work within a collaborative and innovative environment that values your ideas and contributions.
• The chance to influence the future of customer success practices within the organization and make a tangible impact on customer outcomes.
• Part of a forward-thinking company committed to digital transformation and technological excellence in the construction and built environment sectors.

Equal Opportunity

We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We believe that a variety of perspectives and experiences enrich our organization and enable us to serve our clients better. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed.