Customer Success Manager

PERMANENT / FULL-TIME

Who are we?

At Qflow we’re on a mission to transform one of the world’s most pollutive industries: Construction. We help them cut waste and reduce their carbon emissions by providing construction and development teams with the data driven insights they need to deliver productive, profitable, and sustainable projects. Our team combines construction experience with software engineering and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.

After successfully raising an oversubscribed Series A investment round, our commercial team is now growing. We are seeking a talented Customer Success Manager who is eager to contribute to building a sustainable future. If you are passionate about sustainability, believe that with cutting-edge technology we can address tangible issues, you value radical transparency, unstoppable tenacity and encourage collaboration and curiosity within your team, this opportunity is tailor-made for you.

Your team and your role

We’re looking for someone to take ownership of direct customer relationships and maximising the success of those relationships, by understanding how customers are utilising Qflow’s product portfolio to achieve their desired outcomes. With both a client and technical focus, this role plays a critical part in translating customer needs to technical solutions.

You’ll be working in our Commercial team, collaborating closely with Sales, Product and Engineering teams and reporting to the Growth Director.

Customer relationships

• Build and maintain deep, long-term relationships with customers, fostering trust and loyalty while positioning yourself as a strategic, trusted advisor.
• Be the primary point of contact for customers, managing their needs and concerns in a professional manner, ensuring high levels of customer satisfaction, retention, and long-term success.
• Implement customer onboarding and training activities, working closely with customers during that time to understand their sustainability and business goals.
• Collaborate with other internal teams to ensure customers receive the best possible experience.
• Position Qflow as a strategic partner, not just a software vendor, by contributing to the customer’s overall business success.

Value realisation

• Conduct regular customer reviews, to ensure they are maximising the value of Qflow, helping customers to achieve their desired outcomes through the effective use of Qflow’s products.
• Close collaboration with the Commercial team to ensure other team members are empowered with accurate customer insights, supporting the expansion of accounts, and working to mitigate customer risks.
• Utilise customer data, usage metrics, and trends to identify patterns, and proactively address customer needs or opportunities for enhancement.
• Gather data and work collaboratively with customers to produce case studies (with quantified value) of customer successes.
• Work with leadership team to develop customer success strategies and identify risks/opportunities within our portfolio.

Your skills

• Proven track record in customer success role within a SaaS organisation ideally in the Contech sector (construction, engineering, sustainability or a related industry)
• Project management skills, with the ability to manage client relationships in different parts of the organisation
• Experience managing a portfolio of clients with responsibility for upselling and conducting contract reviews.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key clients and stakeholders
• Commercial mindset; understanding that our ultimate goal is to unlock value for our customers.
• Experience in successful cross-functional team collaboration to maximise customer experience and business opportunities
• Passion for delivering exceptional customer experiences and contributing towards making construction a more sustainable place for everyone.
• Proficient in utilising various tools and platforms to manage client requests (Hubspot / Zendesk/Monday.com)

Our offer

💸 Competitive salary with a performance based commission plan

🏡 Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)

💻 Company laptop and tools

🏝️ 25 days annual leave + 3 days company closure at Christmas + bank holidays

🩺 Private medical insurance

🏥 Critical illness and life insurance

💰 Pension contribution up to 7%

👥 Enhanced family policy

🙋 Paid volunteering days

✈️ Overseas working policy

🌎 We’ll offset your annual carbon footprint on your behalf via Ecologi

📚 Learning & development and career progression opportunities

🤩 Company social events (online and in person!)

Our promise

Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.

Important Notice: No Recruitment Agencies

We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.