Customer Success Manager (London)

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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 100+ staff, and our app lives in 800+ buildings worldwide, including many of the world's most recognisable skyscrapers and campuses.

THE ROLE

We are looking for an experienced and dynamic Customer Success Manager (CSM) to join our London-based team. In this role, you will be at the heart of our mission, ensuring that our clients fully leverage the power of Equiem's Proptech solutions.

As a CSM, you will work closely with a diverse portfolio of clients, guiding them to achieve their business goals while building strong, lasting relationships with our UK and EU customers. Your expertise will help drive customer satisfaction, engagement, and long-term success.

This is a hybrid role, offering a mix of office-based collaboration and the flexibility of home office/remote work.

Where you'll spend your time

1. Client Launch: Support new client launches, ensuring a great first experience using Equiem's products and high initial registrations and user engagement.
2. Account Management: Develop and maintain relationships with a portfolio of key clients, understanding their unique needs and business objectives, and working closely with them to unlock the full potential of our products.
3. Product Expertise: Become an expert on our Proptech solutions and guide clients in utilising these tools effectively, translating their needs into actionable solutions.
4. Client Training: Provide training sessions and workshops to clients, both in person and virtually, ensuring they are proficient in using our products and can independently leverage the full suite of features.
5. Proactive Support: Monitor client usage, analyse product adoption data, and proactively identify opportunities to enhance their experience and drive ongoing value.
6. Issue Resolution: Act as a point of contact for client inquiries and coordinate with cross-functional teams to resolve issues promptly, ensuring client satisfaction.
7. Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.
8. Feedback and Improvement: Gather client feedback and communicate it to our product development teams for continuous improvement.
9. Customer Advocacy: Encourage clients to become advocates, sharing their success stories and referrals.
10. Market Awareness: Stay updated on industry trends and market developments to better serve clients and provide strategic insights.

Requirements

IS IT YOU?

We're on the hunt for a passionate individual who is not afraid to dream big and make those dreams a reality. The ideal candidate will possess:

1. 3+ years in Customer Success, Account Management, or related roles within the technology or property industries.
2. Fluent in English (both written and spoken), with the ability to work in a professional environment.
3. Excellent communication, presentation, and interpersonal skills.
4. Strong problem-solving abilities and a customer-centric mindset.
5. Demonstrated ability to manage multiple clients and prioritise tasks effectively.
6. Proficiency in using CRM and customer success tools.
7. Self-motivated and results-driven.
8. A go-getter attitude, a solutions-based approach, and enthusiasm for fostering positive relationships.
9. If you have the initiative to take ownership of a task, embrace change, are super flexible in a fast-paced environment, and are looking to work in a small team that will challenge AND support you... let's talk.

Benefits

OUR CULTURE

You'll be joining a team of bright, talented, driven individuals who love to excel and deliver great work; who celebrate wins together and prioritize time to socialize and connect; an inclusive and energetic environment, with teammates who support and encourage; a space where your ideas are always welcome, and you have the trust, autonomy and freedom to own your role and make a real impact.

WHAT'S IN IT FOR YOU?
In return, we offer a fun, cohesive and flexible working environment with a team that thrives on achieving the ambitions we aim for, plus:

• Opportunities to grow your career in a global company
• Highly competitive compensation package
• The ability to create lasting impressions and meaningful relationships
• Startup mentality in a global business
• Private Health Insurance
• It's important to prioritise our well-being, which is why you get a paid wellbeing day off annually
• Purchase additional vacation time - after 12 months of service

DIVERSITY & INCLUSION

As a company, we genuinely embrace diversity and inclusion on a day-to-day basis. So much so that to us, this goes without saying. For our hiring process, however, this means that all candidates are accessed based on role requirements, regardless of race, colour, religion, gender, sexual orientation, national origin or on the basis of disability. If you require assistance to be included in our process, please contact people@getequiem.com, quoting the job title and reference number.

HOW TO APPLY

We move quickly, and applications close at our discretion, so if you don't want to miss out, apply today!

We respect the time it takes to apply to roles, appreciate your interest in Equiem, and will respond to all applications.