Value Added Recruitment Ltd
Customer Success Manager
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Customer Success Manager (SaaS) Construction and Built Environment Tech
Bracknell, Berkshire | Competitive Salary + Bonus + Excellent Benefits
Shape the future of Customer Success.
Are you an experienced Customer Success or Strategic Account Manager with a passion for helping customers achieve real business value from SaaS technology?
Value Added Recruitment is looking for a commercially minded Customer Success Manager to manage a portfolio of strategic customers across EMEA, ensuring they successfully adopt our market-leading SaaS platform while driving customer satisfaction, retention and long-term account growth.
This is a fantastic opportunity to join a respected organisation at an exciting stage of its digital transformation, where Customer Success is central to the company's future growth strategy.
The Opportunity
You'll own the post-sales customer journey, becoming a trusted advisor to key stakeholders and helping customers maximise the value of their investment.
- Working closely with Sales, Product and Support teams, you'll deliver an exceptional customer experience while identifying opportunities to increase adoption, improve retention and generate additional revenue.
- If you enjoy building long-term client relationships, influencing senior stakeholders and making a genuine commercial impact, this role offers an excellent opportunity to do exactly that.
Key Responsibilities
- Manage a portfolio of strategic customer accounts across EMEA.
- Lead the successful migration of customers from legacy solutions to a modern SaaS platform.
- Build trusted relationships with executive sponsors, business leaders and operational users.
- Develop Customer Success Plans aligned to customer objectives and measurable business outcomes.
- Drive customer onboarding, adoption, engagement and long-term value realisation.
- Deliver Quarterly Business Reviews, health checks and strategic planning sessions.
- Act as a trusted advisor, sharing industry best practice and product expertise.
- Own customer renewals, retention and Net Revenue Retention (NRR) performance.
- Identify and develop upsell and cross-sell opportunities alongside the Sales team.
- Monitor customer health, proactively identifying risks and implementing retention plans.
- Capture customer feedback to help shape future product development.
- Promote customer advocacy through references, case studies and success stories.
- Maintain accurate CRM data, customer plans and forecasting information.
- Collaborate closely with Sales, Product and Technical Support to deliver a seamless customer experience.
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About You
You'll already have experience managing strategic customer relationships and will understand how to combine exceptional service with strong commercial awareness.
You'll ideally bring:
- Experience in Customer Success, Strategic Account Management or Senior Account Management.
- A background within SaaS, software, technology or construction and the built environment.
- A proven track record of improving customer retention, renewals and account growth.
- Experience delivering onboarding programmes and driving software adoption.
- Strong commercial awareness with experience identifying expansion opportunities.
- Excellent stakeholder management skills, including working with senior decision-makers.
- Experience using CRM systems and customer success metrics.
- Outstanding communication, presentation and relationship-building skills.
- A proactive, organised and customer-focused approach.
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Success in this role will include
- Delivering high Net Revenue Retention (NRR)
- Increasing customer retention and renewal rates
- Growing expansion revenue through upselling and cross-selling
- Driving product adoption and customer engagement
- Improving customer health and satisfaction
- Developing customer advocates, references and case studies
Why Join?
This is an opportunity to play a pivotal role in the continued growth of an innovative SaaS platform while working with high-profile customers across EMEA.
You'll enjoy:
- Managing strategic customer relationships rather than high-volume accounts.
- Working closely with Product, Sales and Support to influence customer outcomes.
- The opportunity to shape Customer Success best practice across the business.
- A collaborative, supportive culture where your ideas are valued.
- Genuine opportunities for career progression as the business continues to grow.
- Receive a competitive salary, and benefits package.
If you're looking for a Customer Success role where you can build long-term partnerships, drive commercial success and help customers realise measurable value from technology, we'd love to hear from you.
Apply today to find out more.
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