About the role

  • Drive measurable business outcomes for customers through the effective use of Causeway’s software solutions.
  • Own and manage the customer journey from onboarding through to maturity, ensuring timely value realisation.
  • Lead software adoption efforts to ensure customers embed Causeway solutions effectively into their processes.
  • Collaborate with customers to define success criteria, objectives, and key performance indicators (KPIs).
  • Continuously track, analyse, and communicate progress toward these outcomes.
  • Develop strategic relationships with key stakeholders in the customer’s organisation.
  • Act as the primary point of contact and trusted advisor for your portfolio of accounts.
  • Monitor and improve customer satisfaction, ensuring CSAT and NPS targets are achieved.
  • Support customers segmented by industry and product specialism, bringing deep contextual knowledge to engagement strategies.
  • Tailor customer experience approaches based on segment-specific best practices and challenges.
  • Identify and address risks to customer success proactively.
  • Collaborate cross-functionally with Sales, Support, Product, and Services teams to resolve issues, escalate as needed, and maintain customer confidence.
  • Encourage customer advocacy through case studies, references, and participation in user communities.
  • Capture and relay customer feedback to internal teams for product and service improvements.

Requirements

  • Strong understanding of customer lifecycle management and customer success frameworks.
  • Ability to analyse and communicate complex information clearly and concisely.
  • Excellent interpersonal and stakeholder management skills.
  • Confident facilitator with experience in driving customer workshops or review meetings.
  • Commercial acumen and experience working with enterprise-level clients.
  • Experience in SaaS, PropTech, or ConstructionTech sectors.
  • Prior experience with CS platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
  • Familiarity with CSAT, NPS, and Time-to-Value methodologies.

Benefits

  • 25 days annual leave + public holidays, increasing with length of service.
  • 4% matched pension.
  • Income protection and life assurance.
  • Access to our award-winning benefits platform.
  • We take mental health seriously and have a dedicated EAP available 24/7.
  • £100 allowance towards a fitness club.
  • Dell discounts.
  • Private Medical Insurance.
  • Paid study leave + volunteering days.
  • Car Scheme.

Job title

Customer Experience Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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