Customer Success Specialist (Proptech, B2B SaaS)

12 hours, 47 minutes ago
Full-time
Senior
Customer and Technical Support
Houseful

Houseful

Houseful leverages the strengths of its trusted brands to provide software, data, and insights that enhance decision-making and connectivity within the property industry, ultimately improving home choices and experiences for consumers.

Real Estate
251-1K
Founded 2008
$3138M raised

Description

  • Own a portfolio of higher-value and more complex client accounts end to end.
  • Build trusted relationships with senior decision-makers and key stakeholders.
  • Lead regular check-ins, reviews, and business analysis to maintain satisfaction and identify opportunities.
  • Manage contract renewals and pursue upsell and cross-sell opportunities.
  • Develop and execute churn-reduction strategies for at-risk clients.
  • Provide consultative advice on new features and upgrades to address client needs.
  • Manage onboarding for new clients and ensure a smooth transition onto the Alto platform.
  • Deliver personalised training and resources to help clients use the platform effectively.
  • Troubleshoot early implementation issues and coordinate with internal teams to resolve client queries and technical concerns.
  • Represent the voice of the customer internally and collaborate with product, development, sales, marketing, and support teams.

Requirements

  • Solid experience in customer success, account management, or relationship management, ideally within SaaS or the property industry.
  • Experience owning senior and complex client relationships.
  • Strong understanding of SaaS business models and the software implementation lifecycle.
  • Proven track record of managing client relationships and driving account growth.
  • Excellent communication, presentation, and problem-solving skills.
  • Confidence advising senior stakeholders.
  • Highly organised approach with strong time management and attention to detail.
  • Ability to analyse data and turn it into actionable insights for clients.
  • Confidence using CRM tools such as Salesforce and familiarity with account management software.
  • A can-do attitude, willingness to keep learning, and willingness to share best practice.
  • Experience in the property industry is preferred.
  • There is room to grow into the role, so candidates do not need to meet every requirement.

Benefits

  • Commission-based OTE.
  • 25 days annual leave plus extra days for years of service.
  • Day off for volunteering and a digital detox day.
  • Festive closure between Christmas and New Year.
  • Cycle to work and electric car schemes.
  • Free Calm app membership.
  • Enhanced parental leave.
  • Fertility treatment financial support.
  • Group income protection and private medical insurance.
  • On-site gym in London.
  • 7.5% company pension contribution.
  • Talent referral bonus up to £5K.

Interested in this position?

Apply directly on the company website

Apply Now

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