Customer Success Manager (London/UK-Based)

Customer Success Manager (London/UK-Based)

Who We Are

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and makes them exciting, productive, and vibrant places to work.

Who We Are

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and makes them exciting, productive, and vibrant places to work.

Equiem started with two employees and one building in 2011. Today, we have 60+ staff, and our app lives in 800+ buildings worldwide, including many of the world's most recognisable skyscrapers and campuses.

THE ROLE

We're looking for a proactive, results-driven Customer Success Manager (CSM) to join our London team. In this role, you'll combine strategic thinking with hands-on execution, ensuring our clients get the most from Equiem's Proptech solutions.

You'll manage a diverse portfolio of UK and EU clients, guiding them to achieve their business goals while building strong, lasting relationships. Your project management skills, initiative, and go-getter attitude will drive customer engagement, satisfaction, and long-term success.

This role is mainly home-based in the UK and occasional in-person collaboration in London.

Where you'll spend your time

• Client Launches: Lead new client, site and feature launches, ensuring a seamless start for our customers and strong initial product adoption
• Client Relationship Management: Build and maintain strong relationships with key clients, understand their objectives, and support them in achieving measurable outcomes
• Proactive Customer Health Management: Monitor client usage, engagement patterns, and other indicators throughout the customer journey, taking proactive steps to maintain and enhance customer health and success
• Customer Success Planning: Lead and progress customer success plans, collaborating with Account Managers on overall account strategies and objectives
• Customer & Industry Awareness: Stay on top of customer use cases and industry trends to share insights and best practices that drive adoption and maximise value across your client portfolio
• Product Expertise & Guidance: Know our Proptech solutions and services inside out and help clients use them effectively to achieve their goals
• Client Training & Enablement: Lead impactful virtual and in-person training to equip clients to confidently and effectively use our platform
• Escalation & Resolution Management: Act as the main point of contact for client concerns, managing escalations and coordinating with cross-functional teams to resolve them efficiently
• Feature Upsells: Spot and close opportunities for feature expansions to deliver added value to clients and the business.
• Renewals & Growth Support: Partner with Account Managers to manage client renewals and identify and support opportunities for portfolio growth
• Client Feedback & Continuous Improvement: Gather client and personal product feedback, sharing them with our product teams to help guide potential improvements or future developments
• Customer Advocacy & Storytelling: Encourage clients to share their success stories and become advocates for our platform.
  
  

• 2+ years in Customer Success, Account Management, or related roles in technology or property industries; onboarding experience is a plus.
• Fluent in English (written and spoken); additional languages are a plus.
• Excellent communication and presentation skills with the ability to use storytelling to engage, influence, and inspire clients and internal stakeholders
• Strategic thinker and planner who can turn ideas into action and deliver results.
• Solutions-focused problem solver with a strong customer-centric mindset.
• Proven ability to manage multiple clients simultaneously, coordinate complex projects, and prioritise tasks effectively under tight deadlines.
• Independent, proactive, and takes initiative to own and drive outcomes
• Proven ability to build trusted, long-lasting client relationships
• Ability to analyse data, spot trends or risks, and turn insights into actionable plans that drive success
• Thrives in fast-paced, dynamic environments and embraces change.
• Proficiency with CRM; experience with customer success tools is a plus.
• Based in London - preferred but not required
  
  

• Career Growth: Access opportunities to advance and develop your career within a global and dynamic company.
• Startup Mindset, Global Impact: Work with the agility and innovation of a startup while contributing to a global business.
• Flexible Remote Work & Collaboration: Primarily home-based, with the option to occasionally work from different locations or use a co-working space in London for team meetings, group work, or a change of scenery
• Private Health Insurance
• Well-Being Day: Enjoy one paid day off each year to focus on your health and well-being.
• Additional Vacation: Option to purchase extra vacation days after 12 months of service
  
  

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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