Location
London

Hours
Full Time

Salary
OTE Remuneration: £55,000-65,000 (including Pension)

About the Role
We are seeking an SMB Customer Success Manager to join our London team and drive customer activation, retention, and growth across a portfolio of customers in the built world industries. You will be the trusted day-to-day partner for customers post-sale, guiding onboarding, ensuring rapid value delivery, and helping embed our products into real-world workflows. This role is ideal for someone early in their tech career who enjoys working with people, solving problems, and learning quickly. You will collaborate closely with Sales, Account Management, Support, and Product teams to remove blockers, improve customer outcomes, and share feedback that shapes future product development.

Success in this role means maintaining healthy accounts, strong adoption, happy customers, and clear action plans to improve usage and reduce churn risk.

Our company builds best-in-class software and AI Agents for the built world, empowering construction, infrastructure, and industrial companies to work smarter and faster. Our flagship product helps teams digitize workflows, automate repetitive tasks, track progress in real time, and make better decisions daily.

Life at our company values transparency, high velocity, hustle, diversity, and innovation. We move fast, communicate openly, and operate with trust and autonomy. You will have access to key company metrics, clear career development plans, and opportunities to grow based on performance.

We believe diverse teams build better products. Our team includes members from over 18 countries, with strong representation from underrepresented ethnic backgrounds and gender diversity.

Our working culture emphasizes transparency through monthly all-hands meetings, high velocity via integrated systems, hustle rewarded by performance-based pay increases, autonomy focusing on outcomes rather than hours, and collaboration across multiple departments.

What we offer includes competitive, performance-based remuneration, equity options, 20 days paid annual leave plus additional leave types, parental leave, professional growth budgets, laptop and home office setup budgets, flexible work options including remote and hybrid, and community-building activities such as weekly catered lunches and global offsites.

Experience
- Customer-facing experience such as account management, support, operations, hospitality, administration, or retail leadership with proven ability to build trust and handle issues calmly.
- Clear written and verbal communication skills to run customer calls, summarize next steps, and write concise follow-ups.
- Strong prioritisation and time management skills.
- Problem solving and critical thinking abilities to diagnose issues, propose solutions, and guide customers to the best outcomes.
- Consultative mindset to ask insightful questions, understand customer goals, and recommend workflows.
- Comfort with process and accountability, including following SOPs, maintaining notes and tasks, and reliably closing loops.
- Resilience and learning agility to absorb feedback, adapt quickly, and stay positive in a fast-paced environment.
- Attention to detail in documentation, customer communications, and internal handovers.
- Basic commercial awareness of retention, customer value, and adoption importance.

About you
- Enjoy building relationships and helping customers achieve outcomes beyond just answering questions.
- Organised and proactive, with a preference for planning, tracking follow-ups, and staying ahead of risks.
- Strong customer-facing background and interest in transitioning into tech.
- Growth mindset with eagerness to learn, apply feedback, and improve.
- Problem solver who can diagnose situations, propose solutions, and guide customers through change.
- Thrive in a team culture valuing clarity, accountability, and continuous improvement.

Qualifications
- No specific formal qualifications required; emphasis is on relevant experience, skills, and attitude.

Nice to Have
- Experience in SaaS or tech roles such as support, onboarding, success, sales, or implementation.
- Familiarity with customer health signals and retention habits.
- Experience supporting customers in construction, trades, field operations, or heavy industry.
- Exposure to renewals or expansion conversations.
- Comfort working with data, reporting, and dashboards.
- Experience collaborating cross-functionally with Sales, Support, and Product teams.
- Technical aptitude for quickly learning new software and explaining workflows simply.

Tools
Essential:
- Microsoft Office Suite
- Slack
- Salesforce
- Front
- Confluence
- Loom
- Video conferencing (Zoom/Teams) and calendar tools

Bonus:
- Excel
- Support tools (e.g. Intercom)
- Call recording/coaching tools (e.g. Fathom)
- Analytics/reporting tools (e.g. Power BI/Tableau)
- Project/task management tools (e.g. Trello/Jira)