Hello.
As part of a rapidly growing SaaS business, the Customer Success team is dedicated to ensuring our clients' success from onboarding through to long-term growth. Each Customer Success Manager (CSM) typically manages around 100 clients, focusing on client retention through building strong relationships and becoming a trusted partner in their prospecting journey.
Our Customer Success team thrives on collaboration, diversity, and a shared commitment to delivering exceptional client outcomes. We value different perspectives and approaches, recognising that these differences drive innovation and allow us to solve complex challenges more effectively.
With a focus on client success, we work closely together, sharing insights and strategies to ensure each customer maximises the value of our products.
Beyond professional collaboration, we've cultivated a supportive, inclusive culture where colleagues become friends, and everyone feels empowered to grow. Together, we celebrate wins, tackle challenges, and ensure our clients succeed at every stage of their journey.
The Customer Success Team.
Our Customer Success operations are split into two specialised teams, with each team exclusively focused on one of our two core products - Spectre and Street. This structure allows our CSMs to become product experts, tailoring their strategies to meet the unique needs of the users for each product, ensuring the highest level of support and expertise.
Our clients are at the heart of everything we do. It's our responsibility not only to show them how to use our systems effectively but also to add real value to their businesses, helping them maximise the potential of their accounts.
As a Customer Success Manager (CSM), your primary focus is driving client success. You’ll take a proactive approach to ensure they maximise the value of our systems. From onboarding new clients to providing ongoing strategic support and training, your goal is to help clients fully leverage our products.
Your day-to-day includes client outreach, identifying upsell opportunities, and continuously enhancing the client experience. Each week, we dedicate time for proactive outreach, ensuring we stay ahead of client needs. Whether reducing churn, onboarding new accounts, or fostering growth, you’ll adapt to the evolving priorities of the business.
You'll conduct "keep in touch" calls, staying informed about market trends to offer tailored advice. If a client is at risk of leaving, you’ll step in to manage the situation and work toward saving the account by ensuring they’re getting the most value possible out of our products. With a separate support team handling technical queries, your focus is on building strong client relationships and adding value every step of the way.
As a goal-oriented team, we’re committed to both individual and collective growth, offering a dedicated learning and development budget to support your career advancement.
About Spectre.
Spectre is our flagship product; a direct mail marketing tool that helps Estate Agents win new business, and helps people struggling to sell or rent their homes to switch agents.
Over the next few years, we want to move beyond direct mail marketing; to evolve Spectre into a full-service marketing tool for estate agents. Since 2016, we’ve achieved remarkable results for our Spectre clients, with an average ROI of 6,539%. To date, over £22.5 billion in property instructions have been generated through Spectre, our flagship product.
About Street.
Launched in 2020, Street.co.uk is a revolutionary Estate Agency Software and CRM designed to transform the way property is bought and sold in the UK.
Our mission is simple: to make life easier for estate agents and streamline the entire home-moving process for everyone involved. In just the last 18 months, Street.co.uk has seen tremendous growth, tripling its customer base and rapidly onboarding new clients.
We're driving innovation in the property market and making a real impact - one agency at a time!
Awards.
We’ve won 3 awards for our customer service at the ESTAS, including Supplier of the Year: Best in Sector 2022 and Supplier of the Year: Silver 2022, by collecting over 680 reviews from our clients over four years.
