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Caton/Remote (UK Only)
The Opportunity
As Key Customer Success Manager, you’ll build and nurture strategic relationships with our most valuable customers. With a proven track record of success in leading larger estate agency customers, you will be confident influencing and building relationships with key stakeholders, with a detailed focus on retention, development and growth.
This is a high-impact role, being a partner to every contact at each strategic account. This includes working with the customer for BAU items via telephone and email as the dedicate point of contact, while partnering with stakeholders to create and deliver strategic success plans that build long term partnerships.
You will also lead strategic onboarding, deliver bespoke training plans and proactively manage customer health to meet retention goals. The role is ideal for someone who works well under pressure, thinks creatively, is an excellent communicator, can consistently deliver and demonstrate value, can build trust and become a valued partner to their customers.
Key Responsibilities
- Develop and execute a success strategy across your customer portfolio.
- Build and maintain strong relationships at all levels of your accounts.
- Conduct scheduled review meetings with key stakeholders.
- Create, deliver and review customer success plans to demonstrate value.
- Identify cross-sell, up-sell, and referral opportunities for Landmark-wide products/services
- Lead client onboarding and training delivery.
- Manage incoming calls and messages, resolving queries promptly and effectively.
- Maintain regular contact with customers to ensure satisfaction and optimal product usage.
- Monitor client activity and create/execute successful mitigation plans where required.
- Participate in promotional campaigns and product awareness initiatives.
About You
We’re looking for someone who brings relationship-buildings skills, is highly driven with a customer-first mindset and a passion for leading their customers to success.
- 5+ years experience in a Customer Success or Account Management role
- Ability to work at a senior level with customer contacts
- Experience in the estate agency sector
- Strong analytical and commercial thinker
- Positive attitude towards working in a fast-paced, pressurised environment.
- Strong technical translation skills – able to explain complex products in a customer-friendly way.
- Excellent scheduling and organisational skills, with the ability to manage multiple tasks effectively.
- Ability to meet targets and deadlines with high quality output.
- Calm and composed approach when handling challenging situations.
- Demonstrates pride and ownership in their work and responsibilities.
