Customer Success Manager

Buildscout - Customer Success Manager

We are looking for a Customer Success Manager to help us deliver exceptional experiences and outcomes for our clients. This role will involve onboarding new customers, nurturing strong relationships, proactively resolving challenges, and ensuring our clients achieve success with our platform.

About Buildscout

Buildscout was founded on a simple goal: to give property and construction professionals a reliable way of converting planning application data into valuable sales opportunities. Buildscout is a newly formed start-up, and we are excited to recruit the founding members of our team. Backed by Searchland, a rapidly growing industry leader in land site sourcing software, Buildscout is set to make a strong impact in the market.

We’re seeking a proactive and empathetic Customer Success Manager to ensure our clients maximise the value of our platform, achieve their goals, and remain loyal advocates for Buildscout.

Role Overview

As a Customer Success Manager at Buildscout, you will be the primary point of contact for our clients post-sale. You’ll manage onboarding, provide expert guidance, resolve customer concerns, and ensure long-term client satisfaction and retention. This is a key role in a growing business, giving you the opportunity to directly influence our success and the success of our customers.

Your Day-to-Day Responsibilities

• Client Onboarding: Manage the onboarding process for new clients, ensuring they are set up for success.
• Customer Engagement: Build and nurture strong relationships through regular check-ins, ensuring clients are achieving their desired outcomes.
• Problem Solving: Proactively identify and resolve client issues, escalating where necessary.
• Customer Advocacy: Represent the voice of the customer internally, collaborating with sales, product, and marketing teams to improve our service.
• Training and Support: Conduct training sessions to help clients fully understand and utilise Buildscout’s platform.
• Retention Focus: Monitor client health metrics and proactively intervene to address churn risks.
• Feedback Gathering: Gather client feedback and provide actionable insights to improve the product and overall customer experience.

Reporting to the Commercial Director, you will work collaboratively with all departments to deliver an exceptional customer journey.

Why Work with Buildscout?

• Autonomy, ownership, and the chance to make a real impact from day one.
• Be part of a dynamic, early-stage team backed by Searchland, an industry leader.
• Fast-tracked career progression with training and development opportunities.
• Gain in-depth knowledge of the property and construction sectors, supporting a diverse range of businesses.

Interview Process

1. Submission of CV
2. Phone Screening Interview (15-20 minutes)
3. Second Interview: Intro with the Commercial Director (30-40 minutes, in-person or virtual)
4. Final Interview: Searchland Founders & Commercial Director (1-hour in-person interview and competency exercise)
5. Offer + References

Minimum Requirements

• At least 1 year of experience in customer success, account management, or a similar client-facing role, preferably in SaaS, property, or construction industries.
• Excellent written and verbal communication skills, with the ability to simplify complex topics for clients.
• A proactive attitude towards addressing challenges and improving processes.
• Familiarity with CRM platforms such as HubSpot (training provided if necessary) and strong organisational skills using tools like Google Workspace.
• Thrives in a fast-paced start-up environment with a hands-on approach.
• Nice to Have: An interest in the property, construction, or SaaS sectors.

Salary and Benefits

• Base Salary: £26,000 - £32,000 per annum

Additional Benefits:

• Training and development days
• Hybrid working model (3 days in our Shoreditch office)
• 28 paid holiday days (including national holidays)
• Unlimited unpaid holiday days
• Regular team-building activities and social events