Customer Success Specialist, Proptech, B2B SaaS

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• You will serve as the main point of contact for a portfolio of high-value and intricate clients, overseeing these relationships from start to finish.

• You will cultivate trusted partnerships with senior decision-makers and stakeholders, gaining insights into their business objectives and how Alto can assist.

• You will conduct regular check-ins, reviews, and business analyses to ensure client satisfaction and identify opportunities for added value.

• You will manage contract renewals and spot upsell and cross-sell opportunities to optimize account value and drive revenue growth.

• You will formulate and implement strategies to prevent churn, pinpointing at-risk clients and proactively addressing their concerns.

• You will provide consultative guidance, demonstrating to clients how new features or upgrades can solve their evolving challenges.

• You will oversee onboarding for new clients, ensuring a seamless and efficient transition onto the Alto platform.

• You will offer personalized training and resources to empower clients to fully utilize the platform's capabilities.

• You will troubleshoot initial implementation issues and collaborate with internal teams to resolve client inquiries and technical challenges.

• You will represent the voice of the customer within Alto, communicating client feedback to product and customer success teams to influence future enhancements.

• You will collaborate with product and development teams to ensure customer needs are prioritized in new releases and updates.

• You will work closely with sales, marketing, and support to provide a unified customer experience, sharing best practices to aid the growth of less experienced colleagues.

• You will monitor and report on client account health, usage metrics, and satisfaction levels.

• You will translate data into recommendations that assist clients in enhancing their performance using Alto’s platform.

• You will track and manage KPIs such as renewal rates, NPS, and customer engagement.

⛳️ Requirements

• Substantial experience in customer success, account management, or relationship management—preferably within the SaaS or property sectors—with the capability to manage senior and complex client relationships.

• A robust understanding of SaaS business models and the software implementation lifecycle.

• A demonstrated history of managing client relationships and fostering account growth.

• Exceptional communication, presentation, and problem-solving skills, along with the confidence to advise senior stakeholders.

• A highly organized mindset with excellent time management and attention to detail across a demanding portfolio.

• A proactive attitude, a commitment to continuous learning, and a readiness to share best practices with the broader team.

• The aptitude to analyze data and convert it into actionable insights for clients.

• Proficiency with CRM tools such as Salesforce and familiarity with account management software.

🏝️ Benefits

• Commission-based OTE

• 25 days of annual leave plus additional days for years of service

• A day off for volunteering and a digital detox day

• Festive closure—business closed between Christmas and New Year

• Cycle to work and electric car schemes

• Complimentary Calm App membership

• Enhanced parental leave

• Financial support for fertility treatments

• Group income protection and private medical insurance

• On-site gym in London

• 7.5% pension contribution from the company

• Talent referral bonus of up to £5K