About the Role

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As a Customer Success Manager focused on operations at Plentific, your primary responsibility is to ensure that day-to-day customer engagement, account hygiene, and internal alignment are executed with excellence. You will manage the operational components of the customer lifecycle from onboarding through to renewal ensuring accurate documentation, process consistency, and timely execution. This role is ideal for someone highly organised, process-oriented, and passionate about driving efficiency and accountability in customer success operations.

Responsibilities

• Deliver training to clients on all available Plentific modules.
• Ensure end users understand core functionality and use cases.
• Monitor adoption metrics and intervene when usage trends decline.
• Track client KPIs and ensure Plentific value is documented and shared regularly.
• Coordinate & implement feature introductions and monitor usage.
• Prioritise workloads effectively to manage multiple client accounts and deliver timely support.
• Identify upsell opportunities and liaise with the Strategic Account Director to support growth initiatives.
• Support the Strategic Account Director by attending QBRs from an operational perspective, providing KPI data, insights, and recommendations for improvement.
• Build and maintain excellent client relationships to ensure high customer satisfaction and retention.
• Work closely with cross-functional teams including Product, Support, Onboarding and Implementations.
• Raise and track escalations effectively with internal stakeholders.
• Schedule and conduct periodic client operational meetings.
• Ensure timely responses to client requests and internal follow-ups.

Skills

• Excellent communication skills, both verbal and written, to engage effectively with clients and internal teams.
• Strong attention to detail to ensure accuracy in client interactions, issue resolution, and documentation.
• Familiarity with CRM and CSM platforms (e.g., Salesforce, Planhat).
• Comfortable owning processes from initiation to resolution.
• A mindset focused on process improvement and cross-functional collaboration.

Experience and Qualifications

• 3 years + experience in SaaS or property technology is a plus.
• Experience managing operational tasks within customer success or account management.

Benefits

• A competitive compensation package
• 25 days annual holiday
• Flexible working environment including the option to work abroad
• Private health care for you and immediate family members with discounted gym membership, optical, dental and private GP
• Enhanced parental leave
• Life insurance (4x salary)
• Employee assistance program
• Company volunteering day and charity salary sacrifice scheme
• Learning management system powered by Udemy
• Referral bonus and charity donation if someone you introduce joins the company
• Season ticket loan, Cycle to work, Electric vehicle and Techscheme programs
• Pension scheme
• Work abroad scheme
• Company-sponsored lunches, dinners and social gatherings
• Fully stocked kitchen with drinks, snacks, fruit, breakfast cereal etc.