Houseful
Customer Success Specialist (Proptech, B2B SaaS)
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Alto Software Group
Alto Software Group is a B2B SaaS company that powers more than half of all UK housing transactions each year. We create software solutions that connect businesses and consumers, delivering a one-stop shop for estate agents and home builders. Our goal is to drive efficiency, speed up transactions, reduce risk, and improve the end-customer experience. While we’re not a start-up, we have a start-up mindset and want our people to operate with this mindset so that we can achieve our ambitions.
The Role
We are looking for a Customer Success Specialist to take senior ownership of our most important client relationships in the property industry. Building on everything a Customer Success Executive does, you will manage a portfolio of higher-value and more complex accounts, act as the trusted advisor customers rely on, and set the standard for how we drive satisfaction, renewals, and growth. As one of the more experienced members of the team, you will also share best practice with colleagues and help raise the bar for customer success across Alto.
What You’ll Do
Client Relationship Management
- You will be the primary point of contact for a portfolio of higher-value and more complex clients, owning those relationships end to end.
- You will build trusted relationships with senior decision-makers and stakeholders, understanding their business goals and how Alto can support them.
- You will lead regular check-ins, reviews, and business analysis to keep clients satisfied and surface opportunities to add value.
Retention & Account Growth
- You will lead contract renewals and identify upsell and cross-sell opportunities to maximise account value and revenue growth.
- You will develop and execute strategies to mitigate churn, identifying at-risk clients and acting proactively to address their concerns.
- You will give consultative advice, showing clients how new features or upgrades solve their emerging challenges.
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Client Onboarding & Enablement
- You will manage onboarding for new clients, ensuring a smooth and efficient transition onto the Alto platform.
- You will deliver personalised training and resources so clients are empowered to use the platform to its full potential.
- You will troubleshoot early implementation issues and work with internal teams to resolve client queries and technical concerns.
Collaboration & Advocacy
- You will be the voice of the customer inside Alto, relaying client feedback to product and customer success teams to shape future enhancements.
- You will partner with product and development teams to make sure customer needs are addressed in new releases and updates.
- You will work closely with sales, marketing, and support to deliver a cohesive customer experience, and share best practice to help less experienced colleagues grow.
Reporting & Data Analysis
- You will monitor and report on client account health, usage metrics, and satisfaction levels.
- You will turn data into recommendations that help clients improve how they perform using Alto’s platform.
- You will track and manage KPIs such as renewal rates, NPS, and customer engagement.
What You Need to Be Successful
- Solid experience in customer success, account management, or relationship management — ideally within SaaS or the property industry — with the maturity to own senior and complex client relationships.
- A strong understanding of SaaS business models and the software implementation lifecycle.
- A proven track record of managing client relationships and driving account growth.
- Excellent communication, presentation, and problem-solving skills, with the confidence to advise senior stakeholders.
- A highly organised approach with strong time management and attention to detail across a demanding portfolio.
- A can-do attitude, a desire to keep learning, and a willingness to share best practice with the wider team.
- The ability to analyse data and turn it into actionable insights for clients.
- Confidence with CRM tools such as Salesforce and familiarity with account management software.
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There’s always room to grow and learn with our roles — please don’t be put off if you don’t have all of these. It’s more important that you’re passionate about improving the home moving and owning experience for everyone.
Why Join Alto?
This is a step up in ownership — a portfolio of the accounts that matter most, direct influence over the product through the feedback you bring back, and the autonomy that comes with a fully home-based role. As one of the more senior voices in the team, you will see your impact in renewal rates, expanding accounts, and customers who genuinely rely on you as their advisor — while helping shape how customer success is done at Alto. With Alto powering more than half of UK housing transactions, there has never been a better time to join.
Benefits
- Commission based OTE
- 25 days annual leave + extra days for years of service
- Day off for volunteering & Digital detox day
- Festive Closure - business closed for period between Christmas and New Year
- Cycle to work and electric car schemes
- Free Calm App membership
- Enhanced Parental leave
- Fertility Treatment Financial Support
- Group Income Protection and private medical insurance
- Gym on-site in London
- 7.5% pension contribution by the company
- Talent referral bonus up to £5K
We want to make Alto Software Group more welcoming, fair and representative every day. We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed.
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