Key Customer Success Manager

The Key Customer Success Manager is a senior strategic partner for our most complex and high-value accounts. The role operates at the executive level, serving as a trusted advisor to decision makers and senior stakeholders. You will be responsible for orchestrating long‑term business transformation, driving enterprise‑wide strategy, and navigating complex account ecosystems to ensure our technology is a catalyst for our clients' business goals.

Key Responsibilities:

• Proactive Account Management:
  Own the customer journey post-onboarding, driving product adoption, identifying upsell/cross‑sell opportunities, and ensuring clients embed Giraffe
  360 into their daily workflows.
• Drive Data‑Led Success:
  Use account data to diagnose health, proactively mitigate churn risk, and demonstrate measurable ROI to stakeholders.
• Customer Engagement:
  Manage a blend of 1:1 and 1:
  
  Many interactions to maintain strategic alignment and gather customer feedback.
• Cross‑functional
  
  Collaboration:
  
  Act as the voice of the customer, partnering with Support, Product, and Marketing teams to resolve escalations and influence roadmap priorities.
• Salesforce Ownership:
  Maintain accurate, up‑to‑date client records, activity logs, and forecast documentation within Salesforce.

Core Role Drivers:

• Accelerating value realisation post‑sale.
• Maintaining open communication with clients, proactively managing a calendar of events that keeps clients up to speed with immersive content innovations.
• Complement and amplify product communications messaging.
• Use technology to scale CSM engagement, ensuring we focus on big spenders as much as smaller customers that make up the market by volume.

Role Expectations:

• Relationship Management:
  Ability to build credibility with stakeholders and act as a strategic advisor rather than just a support contact.
• Commercial Acumen:
  Strong focus on Net Revenue Retention (NRR), expansion, and identifying churn signals early.
• Analytical & Technical Credibility:
  Aptitude for diagnosing account health using data and guiding customers through technical adoption.
• Adaptability:
  Thrives in a fast‑paced environment, capable of turning ambiguity into consistent, actionable workflows.

Core Impact:

• Strategic Enterprise Partnership:
  Own the long‑term business trajectory of the account, aligning Giraffe
  360 technology with client‑specific commercial goals rather than just operational workflows.
• Executive Influence:
  Build and maintain multi‑level relationships with decision‑makers to safeguard and expand the account through consultative leadership.
• Consultative Growth:
  Drive expansion by identifying market‑level opportunities and joint business planning, positioning Giraffe
  360 as a core driver of the client's competitive advantage.
• Complexity Management:
  Navigate and synthesize feedback across multi‑location groups, franchises, and enterprise structures to influence product roadmap and organisational alignment.

• Competitive salary with quarterly bonus + commission
• Hybrid working – 2 days per week in our city‑centre office (Mondays & Thursdays)
• 25 days annual leave plus bank holidays
• Paid day off for your Birthday
• Enhanced parental leave and pay
• Private Health Insurance
• Regular team socials and events
• Training, development, and genuine career progression opportunities

Giraffe
360 is a fast‑growing technology company helping real estate professionals create beautiful property content with ease.

Our platform combines specialist hardware, AI, and subscription‑based services to produce property photography, floor plans, virtual tours, and listing content quickly and consistently.

We work with real estate businesses across multiple markets and are continuing to expand internationally, with growing teams across the UK, US, and Europe.