Customer Success Manager

Summary

Join nPlan, a fast-growing construction technology startup, as a Customer Success Manager. You will ensure clients maximize the value of nPlan's products, providing exceptional support and seamless implementation. Leveraging your construction industry expertise, you will build strong client relationships, identify areas for product improvement, and collaborate with internal teams. Responsibilities include client support, project management, product feedback, and commercial collaboration. The role offers a competitive salary, equity, flexible working hours, and enhanced benefits. Opportunities for significant ownership and exposure to all business areas are available within a collaborative and inclusive environment.

Requirements

• Background in construction project controls or construction management
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Excellent relationship-building skills and a passion for delighting customers
• Detail-oriented with an interest in technology and its applications in solving real-world problems in the construction industry
• You have an eye for details
• You have an interest in technology and how it can help solve real world problems in the construction industry
• You can work from anywhere as long as you are able to come to our London office at least once a month
• While the role is remote/hybrid, you could be required to travel both within the UK (usually once or twice a month) and internationally for client meetings (usually once or twice a year)

Responsibilities

• Client support and product implementation: Ensure a smooth, efficient, and friction-free journey for clients from onboarding to ongoing support
• Regularly assess client satisfaction and work towards enhancing their experience, proactively capturing points of value for clients
• Build relationships with the client teams
• Use your expertise in construction project controls and construction project management to identify where our product help the most and integrate them into the client processes
• Collaborate with other nPlan teams to improve the client experience
• Project management: Independently set direction and implement strategy for specific client engagements. Manage multiple clients simultaneously with impeccable organisational skills
• Product collaboration and feedback: Serve as the voice of the customer internally, creating an effective feedback loop with product and commercial teams
• Collaborate with product teams to prioritise impactful product enhancements based on client feedback and strategic alignment
• Commercial: Work with the commercial team to retain clients and drive expansions

Preferred Qualifications

• Experience in a client-facing or customer success role
• Professional memberships or qualifications in project management
• Experience in construction planning or risk management
• Degree or qualification in a related field

Benefits

• Competitive base salary of £45-£55k (dependent on experience) along with a generous equity package
• Flexible working hours and locations, with core hours of 10am-3pm GMT Mon-Fri
• Central London office
• Enhanced benefits package including private medical insurance, unlimited holiday allowance, and enhanced family and sick leave policies
• Opportunities for significant ownership and direct exposure to all areas of the business
• A collaborative, inclusive environment with a commitment to diversity
• Fantastic benefits package for Health & Wellbeing, Learning & Development, family leave, monthly team meals and more
• Having time to yourself and a private life is important. We offer a very flexible work environment and a generous holiday policy