Customer Success Executive – B2B SaaS

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10 hours ago

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Houseful

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Real Estate • Finance • SaaS

Houseful is a company that creates the connections that power better property decisions. Operating primarily in the UK property market, it offers a suite of services through its brands like Zoopla, Mojo Mortgages, and PrimeLocation. These services help consumers make informed home choices with its offerings of comprehensive property data, personalised recommendations, and mortgage brokering. Houseful is structured around three business units: Homes, Software, and Data & Risk, aiming to enhance the efficiency and experience of property transactions. Utilizing software and data-driven insights, Houseful supports both consumers and businesses such as estate agents and home builders in navigating and succeeding in the property industry.

501 - 1000 employees

🏠 Real Estate

💸 Finance

☁️ SaaS

📋 Description

• - Serve as the primary point of contact for an assigned portfolio of clients. • - Build and maintain strong relationships with key decision-makers and stakeholders, understanding their business goals and how Alto Software can support them. • - Conduct regular check-ins, reviews, and business analysis to ensure client satisfaction and identify opportunities for additional value. • - Lead contract renewals and identify upsell/cross-sell opportunities to maximise account value and revenue growth. • - Develop and execute strategies to mitigate churn, identifying at-risk clients and taking proactive steps to address their concerns. • - Provide consultative advice, demonstrating how new features or upgrades can solve clients’ emerging challenges. • - Manage the onboarding process for new clients, ensuring a smooth and efficient transition onto the Alto Software platform. • - Provide personalised training sessions and resources to ensure clients are empowered to use the platform to its full potential. • - Troubleshoot initial implementation issues and collaborate with internal teams to resolve client queries or technical concerns. • - Act as the voice of the customer within Alto Software, relaying client feedback to product development and customer success teams to help shape future enhancements. • - Partner with the product and development teams to ensure customer needs are addressed in new releases and product updates. • - Work closely with sales, marketing, and support teams to deliver a cohesive customer experience. • - Monitor and report on client account health, usage metrics, and satisfaction levels. • - Provide insights and data-driven recommendations to help clients improve their performance using Alto’s platform. • - Track and manage key performance indicators (KPIs) such as renewal rates, NPS scores, and customer engagement.

🎯 Requirements

• - Experience in sales, account management, customer success, or relationship management, preferably within the SaaS or property industry. • - Strong understanding of SaaS business models and the software implementation lifecycle. • - Proven track record of managing client relationships and driving account growth. • - Excellent communication, presentation, and problem-solving skills. • - Highly organised with strong time management and attention to detail. • - Can-do attitude and a desire to continuously learn and improve. • - Ability to analyse data and generate actionable insights for clients. • - Proficient in CRM tools (e.g., Salesforce) and familiar with account management software.

🏖️ Benefits

• - Everyday Flex - greater flexibility over where and when you work • - 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 • - Discretionary annual bonus up to 10% of base salary • - Talent referral bonus up to £5K