Customer Success Manager

Customer Success Manager (Senior or Mid-Level)

at Kato

London, United Kingdom

Knowledge of commercial real estate agency is required.

Our Vision: To become the global platform for transacting commercial property.

Imagine a “Transact it now” button for a property, where your entire leasing/investment transaction is digital, from marketing and matching through to negotiation and signing. Or a world where property portfolios can be packaged up and digitally traded like any other asset class. That world is Kato.

Our Product

Collaborating closely with clients, industry leaders, and our strategic investors, we've developed a digital commercial real estate ecosystem used by approximately 80% of the UK's commercial real estate agency market. This platform stands on the pillars of trust, security, and transparency, offering a singular solution encompassing all aspects of a commercial real estate transaction, including marketing, matching, tracking, reporting, negotiating, signing, and closing deals.

However, we aren’t stopping there!

We have embarked on ambitious plans to strengthen our existing product offering and market share, expand our stakeholder base within our ecosystem, and sustain our swift expansion throughout Europe and internationally.

We're looking for the brightest minds and most passionate individuals to help us get there!

The Role

Kato works with all the major real estate agencies, in many cases on an international basis, but also nearly 80% of the UK market. In the role of a Customer Success Manager (CSM) at Kato, you'll be an integral part of ensuring success with these existing customers but also helping kick-off and expand new clients as they join the ecosystem.

At Kato, our Customer Success philosophy is guided by three core principles: possessing an "all-knowing management" perspective, excelling as a "relationship champion," and exercising "strategic oversight." This approach enables us to consistently meet our customers' needs by comprehensively understanding the synergy between our customers and the product, identifying/engaging with their key stakeholders, and ensuring that their requests, projects, and feedback are addressed promptly and successfully. You'll be responsible for monitoring client utilisation and engagement, providing analytics, insights, and best practices to enhance their use of the platform at the account level (for instance, identifying workflow enhancements and best practices, and sharing these insights with clients), and actively assist in resolving any product gaps or adoption challenges at the account level.

As a CSM, your collaboration extends across the sales, onboarding, support, product education and product departments to guarantee a unified client experience. Additionally, you'll work closely with sales to facilitate upselling, expansion, and renewal processes.

To excel in this position, possessing client-facing advisory experience is crucial for ensuring client retention and fostering significant client engagements. You must demonstrate outstanding communication skills and an inventive approach to problem-solving, managing several high-priority projects simultaneously with success. Your role demands adaptability in a dynamic, entrepreneurial, and rapidly expanding environment, with the ability to work both independently and as part of a team.

As a Customer Success Manager, here’s what you can anticipate:

• Planning and Strategy: Developing a strategic approach to your accounts, thoroughly understanding client requirements, and ensuring our solutions and resources are perfectly aligned for their long-term success and expansion.
• Relationships: Establishing yourself as a trusted advisor with client executives and all major stakeholders, guiding them on how Kato can be leveraged to meet their business objectives. Champion client needs, requirements, and feedback across customer success, product, and sales teams.
• Expertise and Knowledge: Demonstrating comprehensive knowledge of Kato's products/features and how they can support clients in achieving their objectives. Offering valuable insights and strategies to the wider customer team to enhance the effectiveness of the platform.
• Engagement: Managing regular interactions with clients, focusing on account usage, adoption insights, and advisory services. Conducting regular, quarterly and bi-annual check-ins/reviews (as appropriate to the account grade/size), showcasing ROI and encouraging further engagement and upselling.
• Outcomes: Collaborating with clients to achieve their business goals. Developing strategies and initiatives at the account level to boost engagement and facilitate these outcomes. Being prepared to challenge clients on their existing processes for optimisation. Highlighting the value of these initiatives and promoting customer references and case studies.
• Renew/Expand/Upsell: Proactively identify and act on growth opportunities and mitigate risks affecting the achievement of their business outcomes in close coordination with Kato internal teams. Handing opportunities over to the sales team as qualified opportunities.

In return for your dedication, you'll have the opportunity to significantly impact one of our most rapidly growing teams! As Kato expands, so will your career opportunities.

Working at Kato

• A role at the forefront of the digital transformation in the commercial real estate industry.
• The opportunity to work with a dynamic, rapidly expanding global client base.
• Collaboration with a team of passionate, innovative professionals.
• A supportive, growth-oriented work environment.

We want you to be aligned with and incentivised by Kato's success, so we offer a competitive salary, an Apple laptop, all the software you need to thrive, and…

• Your birthday off (happy birthday!)
• 2 days’ paWternity (yep, it’s a thing!)
• Christmas to New Year recharge hours
• Work from home Fridays, with occasional flexibility during the week

When we are not doing tech, we know our real estate, so are pleased to have:

• A central London office space in the heart of Soho
• A tech hub office space in Bracknell
• A dog-friendly workspace (…yes you can)

We believe health and well-being should be at the heart of everyone’s day, and we ensure we’re looking out for you all the time with the following:

• Tea & coffee (with dairy alternatives)
• Bright and light offices with plants and outside space
• Team lunches & outings

At Kato, we're dedicated to fostering an inclusive workplace that values diversity in age, gender, race, orientation, beliefs, abilities, ethnicity, and perspectives.

We prioritise everyone's voice, ensuring it's heard and respected.