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Customer Success Manager
About Us
At Plentific, we’re redefining property management in real time. Our mission is to lead the real estate industry through the transformation into "The World of Now", empowering property professionals through our innovative, cloud-based platform.
We harness cutting-edge technology and data-driven insights to streamline operations for landlords, letting agents, and property managers—helping them optimise maintenance, manage repairs, and make informed decisions instantly. Our platform creates seamless, real-time workflows, turning traditional property management into a dynamic, digital experience.
Backed by a world-class investor group—including Noa, Highland Europe, Brookfields, Mubadala, RXR Digital Ventures, and Target Global—we’re leading the proptech revolution. Headquartered in London with a global perspective, we’re growing rapidly.
We welcome forward-thinking, passionate professionals eager to contribute to our mission and drive industry innovation. If you’re excited by the opportunity to make an immediate impact and shape the future of property management, we’d love to hear from you.
The Role
As a Customer Success Manager (CSM) at Plentific, your role will ensure excellent day-to-day customer engagement, account hygiene, and internal alignment. You’ll manage the entire operational customer lifecycle—from onboarding through to renewal—ensuring accurate documentation, process consistency, and timely execution.
The ideal candidate is highly organised, analytical, and proactive, with strong operational discipline and the ability to balance customer success with delivery oversight. You’ll act as the key liaison between clients and Plentific’s internal teams, ensuring seamless onboarding, adoption, and long-term client success.
Responsibilities
- Client Training & Adoption: Ensure end users understand core functionality, workflows, and use cases by delivering comprehensive training on all available Plentific modules.
- KPI & Value Tracking: Monitor and document client Key Performance Indicators, ensuring Plentific’s value is regularly communicated to stakeholders.
- Adoption & Retention: Track usage metrics and intervene proactively when adoption trends decline, using data-driven insights to identify and resolve root causes early.
- Onboarding & Implementation:
- Lead the client onboarding and implementation process for small/medium clients.
- Develop project plans, track milestones, and generate reports.
- Manage stakeholders, mitigate risks, and ensure smooth transitions.
- Feature Management: Coordinate feature introductions and monitor post-launch usage to assess impact.
- Cross-functional Collaboration: Work closely with Product, Support, Onboarding, and Implementation teams to resolve issues, troubleshoot, and drive solutions.
- Escalation Handling: Effectively raise, track, and escalate issues with internal stakeholders, ensuring accountability and follow-through.
- Governance & Cadence: Develop and maintain clear governance frameworks, including Quarterly Business Reviews (QBRs), Measurement of Business Results (MBRs), and operational meetings. Tailor communication schedules to each stakeholder’s needs.
- Operational Meetings: Facilitate periodic client operational meetings to keep projects on track and address action items.
- Strategic Support: Assist the Strategic Account Director in QBRs by providing KPI data, insights, and recommendations for improvement.
- Upsell & Growth: Identify upsell opportunities and collaborate with the Strategic Account Director to support revenue growth.
- Stakeholder Engagement: Build trusting relationships with clients at all levels—from operational teams to executives—ensuring alignment, buy-in, and engagement throughout the customer journey.
- Workload Management: Prioritise workloads efficiently to manage multiple client accounts, delivering timely, high-quality support.
- Response & Follow-ups: Ensure prompt responses to client requests and internal follow-ups are addressed effectively.
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Skills
- Communication Skills: Excellent verbal and written communication to interact effectively with clients and internal teams.
- Attention to Detail: Strong ability to ensure accuracy in client interactions, issue resolution, and documentation.
- CRM & CSM Proficiency: Familiarity with CRM and Customer Success Management platforms (e.g., Salesforce, Planhat).
- Process Ownership: Comfortable owning entire processes from initiation to resolution.
- Problem-Solving Mindset: Focus on continuous process improvement, cross-functional collaboration, and resolving complex challenges.
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Experience & Qualifications
- Stakeholder Management: Proven ability to adapt communication styles for varied audiences, from operational users to senior executives.
- Analytical & Data-Driven: Skilled in leveraging data and insights to:
- Spot risks early.
- Track adoption trends.
- Drive measurable business outcomes.
- Project & Multitasking: Confidence in managing multiple concurrent projects, with experience in:
- Overseeing delivery workstreams.
- Identifying dependencies.
- Mitigating risks.
- Process Improvement: Comfortable owning end-to-end processes and continuously enhancing them.
- Product Expertise: Solution-focused, with the ability to dive deep into product features to troubleshoot, diagnose, and problem-solve effectively.
Benefits
At Plentific, we’re growing fast and are committed to supporting our team as we scale globally. Here’s what joining us means for you:
- Competitive Compensation Package
- 25 Days Annual Holiday
- Flexible Working: Hybrid and work-abroad options available.
- Comprehensive Wellbeing:
- Private healthcare coverage for you and your immediate family.
- Discounted gym memberships, optical/dental coverage, and access to a private GP.
- Enhanced Parental Leave
- Life Insurance (valued at 4x your salary)
- Employee Assistance Program
- Social & Community:
- Company Volunteering Day
- Charity salary sacrifice scheme
- Learning & Development:
- Free access to Udemy’s Learning Management System
- Rewards & Perks:
- Referral Bonus and charitable donation if someone you refer joins.
- Season Ticket Loan, cycle-to-work scheme, Electric Vehicle (EV) benefits, and Techscheme discounts.
- Pension Scheme
- Global Opportunities: Work-abroad scheme to explore international roles.
- Social & Wellbeing:
- Company-sponsored lunches, dinners, and social events.
- Fully stocked kitchen with drinks, snacks, fruit, and breakfast cereals.
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