Customer Success Manager

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Reapit is the original, end‑to‑end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In the United Kingdom and Ireland, Reapit’s market‑leading technology product suite provides estate and lettings agents with powerful tools covering lead generation, sales, lettings, property management, block management, client accounts, key management and analytics, underpinned by a robust, security infrastructure.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

• Identify, develop and maintain a unique understanding and working relationship with each customer within a set portfolio.
• Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability.
• Work together with the Customer Success team and the wider business to ensure customers receive a fully aligned service and that they benefit from a cohesive and valuable service.
• Support Customer service excellence through regular meetings and calls, ensuring SLAs are consistently met and customer expectations are exceeded at every opportunity, in order to maintain customer retention along with outstanding Customer Satisfaction scores.
• Support the Head of Customer Success in the delivery of department objectives, thus ensuring effective delivery of key strategic items for both our customers and Reapit.
• Demonstrate model behaviours and a focus on excellence to develop strategies that drive customer satisfaction levels.
• Pro‑actively identify customers’ present and future needs and manage delivery expectations of these.
• Monitor customer data and product utilisation to ensure that our business can meet customer demands and allow us to factor for any additional resource where required.
• Identify upsell opportunities through consultation to solve customer business needs and ensure Reapit maximises on additional revenue streams.
• Ensure retention of existing business to keep in line with the company’s strategy and revenue forecasts and maintain market share.
• Document customer calls and meetings using directed toolset in line with the Customer Engagement model.

• Minimum 5 years spent in estate agency or prop‑tech.
• Confident working with data to tell a story, shape decisions and influence outcomes.
• Strong commercial awareness with the ability to spot upsell/cross‑sell opportunities and drive account growth.
• Experience navigating product feedback loops — capturing insights, validating themes and partnering with Product to shape the roadmap.
• Ability to manage tricky situations with calm, clarity and a solutions‑first mindset.
• Experience leading customer‑facing initiatives such as user groups or webinars.

As a Reapit Customer Success Manager we expect your success and impact in the early stages of your career with us to look something like this:

• Build a solid understanding of our full product suite and the solutions we offer.
• Get to grips with our internal processes and be well underway with our learning programme.
• Be familiar with our internal processes and at an advanced stage through our internal learning system.

• Take ownership of your own customer portfolio.
• Run a user group or webinar, showcasing how end users can get the most from our products.
• Understand the team’s quarterly objectives and actively contribute towards them.

• Show strong relationship‑building across your customer portfolio, supported by clear account plans for each customer.
• Demonstrate real…