Customer Success Manager

Key Responsibilities

• Coordinate the end‑to‑end post‑sale experience for construction accounts, designing strategic onboarding frameworks that accelerate product adoption from day one.
• Foster the continuous health of your portfolio through value‑focused business reviews, collaborative action plans, and proactive utilization planning.
• Identify risk indicators and uncover expansion opportunities by acting as a trusted consultant to customer stakeholders and working with account sales teams.
• Partner directly with cross‑functional product teams and subject matter experts to translate client feedback into future platform enhancements.

• Proven customer success or account management experience within a B2B SaaS environment, ideally supporting construction technology or related industrial platforms.
• Strong relationship‑building skills with a demonstrated ability to foster trust with decision‑makers, executive sponsors, and software users.
• Outstanding verbal and written communication skills with a natural capacity for active listening and complex problem‑solving.
• Excellent organisational habits, showing a clear ability to prioritise and execute multiple customer initiatives in a fast‑paced setting.

• Direct software proficiency with Salesforce, G‑Suite, or specialised customer success tools such as Gainsight.
• Additional language skills or deep operational familiarity with construction enterprise management workflows.

Location: Newcastle upon Tyne – four days in office.

Travel Requirement: 10%