Customer Success Manager

About UsAt Plentific, we’re redefining property management in real time. Our mission is to lead real estate through the transformative journey into “The World of Now,” enabling us to empower property professionals through our innovative, cloud-based platform.

We harness cutting-edge technology and data-driven insights to streamline operations for landlords, letting agents, and property managers—enabling them to optimize maintenance, manage repairs, and make informed decisions instantly. Our platform is designed to create seamless, real-time workflows that transform traditional property management into a dynamic, digital experience.

Backed by a world-class group of investors—including Noa, Highland Europe, Brookfields, Mubadala, RXR Digital Ventures, and Target Global—Plentific is at the forefront of the proptech revolution. Headquartered in London with a global outlook, we’re continually expanding our reach and impact.

We’re looking for forward-thinking, passionate professionals who are ready to contribute to our mission and drive industry innovation. If you’re excited about making an immediate impact and shaping the future of property management, explore career opportunities with us  Role As a Customer Success Manager at Plentific, your primary responsibility is to ensure that day-to-day customer engagement, account hygiene, and internal alignment are executed with excellence.

You will manage the operational components of the customer lifecycle - from onboarding through to renewal - ensuring accurate documentation, process consistency, and timely execution.

This role is ideal for someone highly organised, analytical, and proactive, with strong operational discipline and the ability to balance customer success with delivery oversight. You’ll act as the orchestrator between clients and Plentific’s internal teams, ensuring seamless onboarding, adoption, and long-term success.

Responsibilities Ensure end users understand core functionality, workflows, and use cases - delivering training to clients on all available Plentific modules.

Track client KPIs and ensure Plentific’s value is documented and shared regularly.

Monitor adoption metrics and intervene when usage trends decline, using data-driven insights to identify issues early and resolve root causes. Oversee client onboarding and implementation workstream for small/medium clients, including project planning, milestone tracking & reporting, stakeholder management, and risk management.

Coordinate & implement feature introductions and monitor usage post-launch.

Collaborate closely with cross-functional teams including Product, Support, Onboarding, and Implementations to resolve issues and solutionise challenges.

Raise and track escalations effectively with internal stakeholders, ensuring accountability and follow-through.

Develop and maintain clear governance structures for client engagement (e.g., QBRs, MBRs, operational meetings, training), tailoring cadence and content to each stakeholder group.

Schedule and conduct periodic client operational meetings to maintain momentum and address key actions.

Support the Strategic Account Director by attending QBRs from an operational perspective, providing KPI data, insights, and recommendations for improvement.

Identify upsell opportunities and liaise with the Strategic Account Director to support growth initiatives.

Build trusted client relationships at all levels - operational through to executive - ensuring alignment, buy-in, and stakeholder engagement throughout the customer journey.

Prioritise workloads effectively to manage multiple client accounts and deliver timely, high-quality support.

Ensure timely responses to client requests and internal follow-ups.

Skills Excellent communication skills, both verbal and written, to engage effectively with clients and internal teams.

Strong attention to detail to ensure accuracy in client interactions, issue resolution, and documentation.

Familiarity with CRM and CSM platforms (e.g., Salesforce, Planhat).Comfortable owning processes from initiation to resolution.

A mindset focused on process improvement and cross-functional collaboration.

Experience and Qualifications…