Customer Success Manager

Job DescriptionMy client is NOT AN ESTATE AGENCY but a fast-growing support and information subscription-based business who operate in the property sector with clients all over London and beyond. They are looking for a Customer Success Manager to join their young and vibrant team to manage and support their top clients.This is a wonderful opportunity for a sales or lettings negotiator who wants to step away from estate agency but knows the property industry well and is looking for a fun and social role where they can still earn commission – the ideal solutionThe role can be 3 days based from the office in SW London and 2 days working from your own home. Not chained to your desk, you will be out and about at regular offsite meetings with existing and prospective clients as an essential part of the working week. You must be a driver; a car will be provided.This is an exciting opportunity to join a friendly, collaborative team where the culture is open, inclusive and positive, where hard work is recognised, and fresh thinking is encouraged.The Role\tResponsible for ensuring the satisfaction, engagement, and long-term retention of clients.\tPrimary focus is to deliver an exceptional client experience, ensuring subscribers see real value from their membership and continue to renew year after year.\tReporting to the Sales Director, managing the full client lifecycle – from onboarding and training new clients/subscribers to supporting ongoing engagement, renewals, and community events.\tProactively managing relationships, resolving issues, and maximising user adoption. This is a hands-on, relationship-driven role suited to someone with a background in London estate agency or a similar property environment, who is confident engaging with professionals both in person and over the phone.\tOnboarding new subscribers, delivering tailored training sessions both remotely and in person. Driving confident adoption of the system by ensuring users fully understand and benefit from its features and tools.\tMaintaining strong relationships with existing clients, ensuring consistent engagement and satisfaction throughout their subscription cycle.\tMonitoring usage patterns to identify at-risk accounts and taking proactive steps to increase retention and reduce churn.\tManaging renewals, working closely with the Sales Director to ensure timely and successful contract extensions.\tPlanning and coordinating member events to strengthen community ties and enhance brand loyalty.\tActing as a trusted point of contact for subscribers, handling queries, gathering feedback, and relaying insights to the wider team.\tCollaborating with Sales and Marketing teams to ensure consistent communication, messaging, and client engagement initiatives.\tMeeting and exceeding retention KPIs, contributing directly to the company’s growth and reputation for outstanding client service.Key Skills & Experience\tDegree-educated/degree calibre with a commercial mindset\tCustomer-focused professional with a proven track record in customer success, account management, or client services — ideally within central London’s property industry or a B2B subscription-based business - could have a property negotiator background\tFriendly, engaging, and naturally confident, who excels at building strong relationships and delivering exceptional client experiences both face-to-face and over the phone.\tOutstanding communication and presentation skills, will confidently explain the services, deliver impactful training sessions, and drive client engagement.\tHighly organised and proactive, with the ability to manage multiple priorities with ease, leveraging CRM tools such as HubSpot to track success and optimise performance.\tAble to be a collaborative, self-motivated team player, bringing enthusiasm, professionalism, and a solutions-driven mindset to a fast-paced, dynamic environment.\tMust be outgoing with an approachable Ambassador for the business – well presented & well spoken