KU
Client Success Manager at KUBRA leveraging innovative products to enhance customer satisfaction and drive business growth. Engaging with clients to manage relationships and deliver exceptional value.
About the role
- Report to Head of Customer Operations and act as strategic partner for enterprise accounts
- Own the customer relationship post-onboarding, driving adoption, satisfaction, and long-term retention
- Design and implement adoption plans with customers, leveraging Marketing, Onboarding, and Knowledge Base content
- Deliver high-level demos of Zutec's core solutions during QBRs and customer sessions to illustrate adoption use cases
- Monitor usage and user journeys, identify risk signals, and take proactive action to address adoption challenges
- Define, measure, and communicate customer ROI/value plans
- Capture and analyse customer feedback (NPS, CSAT) and drive internal actions to improve customer experience
- Build stakeholder networks across customer organisations from C-suite sponsors to project managers and end users
- Lead and facilitate Quarterly Business Reviews (QBRs), ensuring cross-functional participation
- Act as the customer voice internally, sharing feedback with Product and collaborating on roadmap alignment
- Partner with Account Management to align on renewals, account health, and the customer relationship
- Collaborate with Onboarding/Services to support smooth handovers and capture configuration needs
- Work with Support to track escalations, identify trends, and ensure resolution aligns with customer expectations
Requirements
- 5-7+ years' experience in Customer Success for B2B enterprise software
- Strong enterprise software experience - able to competently demo core use cases to customers
- Proven ability to design adoption plans and drive measurable customer value
- Excellent stakeholder management: confident engaging with C-suite, operations leaders, and day-to-day end users
- Strong commercial awareness - understands how Customer Success drives renewals, retention, and long-term account health
- Analytical mindset: able to use data, adoption metrics, and ROI modelling to inform actions and tell the value story
- Experience working in dynamic, scaling businesses - adaptable, flexible, and comfortable with change
- Knowledge of construction technology (ConTech), PropTech, or asset management platforms (nice-to-have)
- Experience in regulatory or compliance-driven industries (nice-to-have)
- Background in workflow-driven SaaS (e.g., project management, compliance, asset management) (nice-to-have)
- Familiarity with Jira and Microsoft Office (Excel/PowerPoint/Teams) (nice-to-have)
- Experience with Customer Success platforms and preferably led selection/implementation of a CS platform (nice-to-have)
- Customer-obsessed, relationship builder, proactive problem solver, credible communicator, flexible and collaborative (behavioural traits)
Benefits
- Opportunity to work across cutting-edge SaaS, mobile, and ML-driven technologies
- Collaborative, growth-focused environment with modern DevOps practices
- Competitive compensation and benefits
- Flexibility: hybrid/remote options depending on role
- Career development in quality engineering, DevOps, and ML Ops
- Private healthcare
- Life Assurance
- Cycle to work scheme
- Enhanced Maternity/Paternity Leave
- Employee Assistance Programme
- Annual bonus opportunity
- Professional studies subscription
- Hybrid working
- Summer and winter company parties
- A very competitive holiday allowance
- Charity and volunteering days
- Access to mental health first aiders
- Company Pension scheme
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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