Customer Success Manager

12 Feb 2019
19 Feb 2019
Contract Type
Full Time

Our client is a pioneering software platform that is changing how planning across the UK is conducted.

This is a company with public sector clients in London, Manchester, Birmingham, Belfast, Brighton and Paris, with future planned growth abroad.

The role:

An exciting opportunity to join the Customer Success Team to help them expand their services for their most valued clientele - the Public Sector. We're looking for someone with experience of the UK planning sector, who is passionate about improving the service that is offered, to ultimately take our services global.

If you have the following, we'd love to hear from you:

A planning, architecture, or development background, passionate about improving the way in which planning and urban design decisions are made.
Experience managing a diverse portfolio of clients and projects across multiple locations
A confident public speaker, with experience designing and hosting workshops and training sessions
A proven track record of delivering projects and events in an organised and creative way, which is then recognised in feedback from clients.
Experience of handling renewals, and client relations

Roles & Responsibilities:

Creating a community of organisations that evangelise what the company can do, encouraging best practice use and ultimately, being an integral part of the planning process, both in London, the UK and subsequently international markets.
Set up and deliver quarterly user groups. Create engaging content with a diverse portfolio of speakers, further encouraging use of the platform.
Offer and coordinate key event support to all our clients at the events we also attend, as well as design and deliver a commercial offering to support planning enquiries, public consultations and design workshops.

Regularly check in with clients at key points in the product cycle and user journey to highlight where best they can make use of the service
Create some best practice workflow documentation that can be hosted on the user forum to show how the company's tools can be used in a live context
Work with an Internal Consultant to create a scalable methodology for customer feedback and implementation
Work with the Marketing Manager to create case studies for all user cases, aiming to create one for each sector, and city that we venture into by 2019.


22 days' holiday per year, increasing to 27 through length of service. This is awarded as 2 days after 2 years and 1 day per year thereafter up to the maximum of 27.
The office closes between Christmas & New Year - this is in addition to the above holiday allowance.
Auto-enrolment pension - we choose to delay this by 3 months. At present it's at 3% (Employee) & 2% (Employer), in line with statutory requirements. In April, it will be increasing to 5% (employee) and 3% (employer).
Private Health Care after 1 year, currently with Vitality.
Life Insurance after 1 year - 4 times salary.
Cycle to Work Scheme, after successful completion of probation period.
Interest-free commuter travel loan, after successful completion of probation period.
Eye Care Vouchers.

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