Senior Customer Success Manager

Senior Customer Success Manager

Salary: £70,000 - £80,000 per annum, plus circa 10%-15% bonus

Location: Remote (Bristol HQ)

My client is a rapidly growing technology/SaaS organisation offering a unique portfolio of services to the construction sector across the UK and internationally.

There is a clear roadmap for future business transformation, which would lead to a doubling their size over the next 2-3 years as the products and services are commercialised at pace.

The Senior Customer Success Manager, a crucial appointment, will ensure customers achieve their desired outcomes while using a product or service, thereby driving customer retention and loyalty. Key responsibilities include onboarding new clients, building long-term relationships, tracking customer health and product adoption, and proactively identifying opportunities for account growth, upsells, or renewals.

As a Senior Customer Success Manager, you will be the trusted advisor and primary point of contact for a portfolio of customers. Your focus will be to drive engagement, adoption, and satisfaction, ensuring users are getting maximum value from our platform. You’ll collaborate cross-functionally with Product, Sales, and Marketing to champion the customer’s voice internally and foster long-term loyalty.

Key Responsibilities:

End User Engagement & Adoption

• Develop a deep understanding of each customer organisation, their objectives, user groups and desired business outcomes.
• Create tailored engagement plans that encourage product adoption and maximise customer value.
• Develop a strong understanding of how different end users interact with our platform and identify opportunities to improve engagement.
• Partner with Marketing to develop customer engagement campaigns, educational content and webinars.
• Monitor platform adoption and proactively engage customers to increase usage and long-term success.

Relationship Management

• Build trusted, consultative relationships with key stakeholders and end users across your customer portfolio.
• Develop strong relationships with strategic accounts, understanding their priorities and helping them achieve measurable business outcomes.
• Monitor customer health, identifying risks early and developing action plans to improve customer success.
• Act as the voice of the customer internally, ensuring customer needs are represented across the business.

Retention & Growth

• Work closely with the Account Management team to deliver Quarterly Business Reviews for key strategic customers.
• Identify opportunities to improve adoption, increase customer value and support account growth.
• Collaborate with Sales and Account Management to support renewals, upsell opportunities and long-term account planning.
• Lead customer advocacy initiatives, including testimonials, case studies and customer references.

Sales Collaboration

• Support the Sales team during later stages of the sales process where industry expertise and customer insight can add value.
• Participate in customer discovery sessions, demonstrations and implementation planning for our largest, most strategic opportunities.
• Help ensure a smooth journey for the customer, supporting the transition from sales through to onboarding by understanding their key objectives from the outset.
• Build early relationships with prospective customers to support successful onboarding and long-term engagement.

Customer Value & Continuous Improvement

• Act as the customer advocate across Built Intelligence, ensuring customers receive a consistently high-quality experience across Professional Services, Product, Support and Account Management.
• Proactively coordinate with internal teams to ensure customer commitments are delivered and customers realise maximum value from our products and services.
• Gather and communicate customer feedback to Product, Sales and Marketing teams.
• Identify trends in customer behaviour, adoption and engagement to help shape future improvements.
• Track customer health metrics, platform usage and engagement, providing regular reporting and recommendations.
• Continuously review the customer journey, identifying opportunities to improve processes, collaboration and the overall customer experience across the business.

The Person:

• 5+ years' experience in Customer Success, Account Management, Customer Engagement or a similar customer-facing role.
• Experience working within the construction or infrastructure industry.
• Proven ability to build trusted relationships with customers and stakeholders.
• Experience developing customer engagement strategies that improve adoption and retention.
• Strong communication, presentation and facilitation skills.
• Commercial awareness with the ability to identify customer growth opportunities.
• Data-driven mindset with experience interpreting customer health, usage and engagement metrics.

The role is remote-based, although you will be required to travel to their Bristol HQ occasionally to attend meetings and/or events.

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Graeme Parker at GEM Partnership or for a discreet conversation call our Peterlee office.

GEM Partnership is acting as an employment agency on this vacancy.

Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.

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