Job Overview:

We are seeking an experienced and dynamic Customer Success Manager (CSM) to join our London-based team. As a CSM at Equiem, you will play a pivotal role in ensuring our customers maximise the value of our Proptech solutions. You will work closely with our diverse portfolio of clients, helping them achieve their business objectives, and forging strong, long-lasting relationships.

About Us:

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and make them exciting, productive and vibrant places to work..

Equiem started with two employees and one building in 2011. Today, we have 150+ staff, and our app is live in 800+ buildings across the world - including many of the world’s most recognisable skyscrapers and campuses.

Key Responsibilities:

Client Onboarding: Support the onboarding process for new clients, ensuring a smooth transition and thorough understanding of our products and services.

Account Management: Develop and maintain relationships with a portfolio of key clients, understanding their unique needs and business objectives.

Product Expertise: Become an expert on our Proptech solutions and guide clients in utilising these tools effectively.

Client Training: Provide training sessions and workshops to clients, both in person and virtually, to ensure they are proficient in using our products.

Proactive Support: Monitor client usage and proactively identify opportunities to enhance their experience and drive value.

Issue Resolution: Act as a point of contact for client inquiries and coordinate with cross-functional teams to resolve issues promptly.

Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.

Feedback and Improvement: Gather client feedback and communicate it to our product development teams for continuous improvement.

Customer Advocacy: Encourage clients to become advocates, sharing their success stories and referrals.

Market Awareness: Stay updated on industry trends and market developments to better serve clients and provide strategic insights.

The Key Essentials

• 3+ years in Customer Success, Account Management, or related roles within the technology or property industries.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Demonstrated ability to manage multiple clients and prioritise tasks effectively.
• Proficiency in using CRM and customer success tools.
• Willingness to travel occasionally for client meetings.
• Self-motivated and results-driven.
• The ability to speak business German will be a great asset
• You possess a go-getter attitude, a solutions-based approach, and enthusiasm for fostering positive relationships. If you have the initiative to take ownership of a task, embrace change, are super flexible in a fast-paced environment and looking to work in a small team that will challenge AND support you...let's talk.

OUR CULTURE

You’ll be joining a team of bright, talented, driven individuals who love to excel and deliver great work, who celebrate wins together and prioritise time to socialise and connect in an inclusive and energetic environment with teammates who support and encourage, a space where your ideas are always welcome, and you have the trust, autonomy and freedom to own your role and make a real impact.

WHAT’S IN IT FOR YOU?

In return, we offer a fun, cohesive and flexible working environment with a team that thrives on achieving the ambitions we aim for, plus :

• Opportunities to grow your career in a global company
• Highly competitive compensation package
• The ability to create lasting impressions and meaningful relationships
• Private Health Insurance
• We think the day you were born is a special day, so celebrate and take the day off...and still get paid! Don’t celebrate your birthday; let’s agree on an alternate day that has special meaning to you.
• Ability to purchase additional Paid Holidays
• Participate and be recognised with our Q Awards

DIVERSITY & INCLUSION

As a company, we truly embrace diversity and inclusion on a day-to-day basis. So much so that to us, this goes without saying. For our hiring process, however, this means that all candidates are accessed based on role requirements, regardless of race, colour, religion, gender, sexual orientation, national origin or on the basis of disability. If you require any assistance to be included in our process, please contact people@getequiem.com, quoting the job title and reference number.

HOW TO APPLY

We move quickly, and applications close upon discretion, so if you don’t want to miss out, apply today! When applying, you will be redirected to our internal recruitment system.

By applying via the above process, you acknowledge that your application details, including but not limited to your resume/CV/cover letter/completed test or tasks, will be shared with relevant people within Equiem to assist us with the recruitment decision-making process. Please contact people@getequiem.com should you require any additional information regarding this process.