Scale Customer Success Manager

WHO WE ARE

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!

THE ROLE

This role is part of Customer Growth, which is 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 to the Customer Success Lead, working directly with customers to solve problems, share expert guidance and 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. Ultimately we want our customers to be using our software to its full potential and achieving their business goals....you’re the person who helps them do that.

KEY ROLE ACCOUNTABILITIES

• Owning one-to-many customer engagement strategies for your large portfolio of long-tail customers
• Conducting and monitoring customer onboarding, ensuring key adoption metrics have been achieved and that customers are proficient in using LandTech tools, quickly. By doing this you will show the immediate value of our product, and our customers will begin to see a return on their investment
• Leveraging tools and technology, as well as human touch when required, to drive engagement and adoption throughout the customer journey, assisting with any support queries or questions that are received along the way
• Creating standardised, personalised communications for customers based on time-based, action-based, or value-driven triggers, to drive adoption and reduce churn
• Identifying expansion opportunities within your customer portfolio and managing these from inception through to close.
• 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
• 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 review sessions both async and in person as required 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 and leveraging data to identify both risk and opportunity, in turn, informing your approach to customer engagement

EDUCATION BACKGROUND & TECHNICAL EXPERIENCE

• Gainsight or other Customer Success software
• GoogleSuite
• 2 + years in a similar CSM or Account Management role
• Demonstrable experience of conducting at scale engagement initiatives
• Experience working with high numbers of customers (250+) at one time