Customer Success Manager

Customer Success Manager – Property Management Software £45,000 – £60,000 + bonus, private healthcare, hybrid and flexible working, EAP, enhanced pension, DIS, GP access and more Remote + 25% UK Travel Are you a Customer Success professional with a genuine, in-depth understanding of block management and property management finance? Do you know your way around service charge budgets, apportionments, and year-end processes — and want to use that expertise in a more strategic, client-facing role? If so, this could be the perfect next step. My client is a forward-thinking technology business delivering high-quality solutions to the Property Management industry. They are looking for a Customer Success Manager to be the trusted partner to their clients — ensuring they gain maximum value from the software platform from onboarding through to long-term success. This is not a generic CSM role - we are specifically looking for someone who understands the real-world challenges of block and property management, particularly financial processes and service charge management. You’ll work closely with clients, helping them optimise how they use the software platform, while acting as their voice internally across Product, Sales, and Support teams. Key Responsibilities: Customer Relationship Management Build strong, long-term relationships with property management clients Act as a trusted advisor, understanding client goals and operational challenges Monitor customer health and proactively manage risk Onboarding & Adoption Support onboarding alongside the Implementation team Deliver tailored training to ensure successful system adoption Ensure a smooth transition into live usage and ongoing support Product Advocacy Gather customer feedback and influence product development Represent client needs internally and contribute to roadmap discussions Growth & Retention Identify opportunities to expand usage, features, and services Drive engagement and long-term customer value Insight & Reporting Use CRM and analytics tools to track usage, trends, and renewal readiness Deliver clear, insightful reporting to both clients and internal teams Industry Expertise Act as a subject matter expert in property management financial processes Stay ahead of industry trends, legislation, and best practice Bring insight into customer conversations, positioning CPL as a trusted authority Essential Experience (Please Read Carefully) To be successful in this role, you must have: Strong, hands-on experience within the block / property management industry A deep understanding of service charge accounting, including: Budgeting & forecasting Service charge apportionment Year-end processes & reconciliations; Experience working with or alongside property managers, finance teams, or managing agents The ability to translate industry knowledge into meaningful client conversations Applications without this level of industry knowledge are unlikely to be considered. What We’re Looking For Proven experience handling clients at a high-level Confident communicator, able to engage with stakeholders at all levels Commercial awareness with a focus on value and retention Proactive, analytical, and solutions-focused mindset Comfortable working remotely with regular travel (approx. 25%) Why Join My Client? Be part of a growing, innovative property technology company with big plans! Work closely with industry-leading clients Have real influence on product direction and customer outcomes Join a collaborative, supportive team that values your input Apply Now If you’re ready to combine your property management expertise with a strategic, client-focused role — we’d love to hear from you