Senior Customer Success Manager in London

Senior Customer Success Manager | AI & ML Construction Tech Start Up | Up to £75K base

Strong preference for candidates with experience working with Construction industry customers either in SaaS or Consultancy, and/or have a background in the Construcution industry.

ZEREN are partnering with a UK-founded early-stage SaaS business whose AI/ML platform helps companies deliver megaprojects on time and within budget.

The platform is trusted by some of the world’s largest organisations and has driven significant productivity improvements across large, complex, building projects, with great case studies to demonstrate value.

They are scaling quickly and approaching their next investment round in great shape with a high-profile customer list and a healthy pipeline of new logos expected to sign imminently.

They are only at the beginning of their journey and are looking for people who are excited about working for a high growth business in which they can make a real impact.

Key activities

• Be accountable for the whole customer life cycle which starts with kick off and onboarding, CSM enablement, maintaining a healthy steady state, executive alignment, renewal and growth of the partnership.
• Work with the sales team to plan and execute long term success plans to facilitate retention and growth via generating opportunity pipeline.
• Service a portfolio of customer accounts, while maximising retention and adoption. Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Identify and qualify growth opportunities to drive strategic expansion and growth
• Work cross-functionally with data, product, engineering, sales and other teams to align with customer business goals and work towards agreed outcomes.
• Manage customer feedback and product needs by facilitating feature requests with all relevant internal teams.
• Being attentive to the customer needs at all times and identify key strategies for revenue acceleration via up-sell opportunities
• Being responsible for and conduct Monthly Success Meetings and EBRs
• Developing and executing partner success plans, as well as tracking and reporting on key metrics to ensure adoption and success

Key Skills / experience

• 2+ years of experience in a Customer Success role managing enterprise accounts in a Construction focused B2B SaaS product
• Experience in either project management or construction tech
• Experience in success planning and prioritization.
• Proactively identifies and qualifies issues and opportunities
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Strong interpersonal communication skills (verbal and written)
• Track record of successful planning and execution of Executive Business Reviews.
• Technical background in product organisations
• Proven availability to collaborate and build strong relationships with customers at a senior level