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About the Role
Alto Software Group is seeking a Customer Success Specialist to manage and grow key client relationships within the property industry. This role involves acting as a trusted advisor, driving client satisfaction, renewals, and growth, while also sharing best practices with the team.
Responsibilities
- Serve as the primary point of contact for higher-value and complex clients, managing relationships end-to-end.
- Build trusted relationships with senior decision-makers, understanding their business goals and how Alto can support them.
- Lead regular check-ins, reviews, and business analysis to ensure client satisfaction and identify opportunities.
- Drive contract renewals and identify upsell/cross-sell opportunities to maximize account value.
- Develop and execute strategies to mitigate churn and proactively address at-risk client concerns.
- Provide consultative advice on how new features or upgrades can solve client challenges.
- Manage the onboarding process for new clients, ensuring a smooth transition.
- Deliver personalized training and resources to empower clients in using the platform.
- Troubleshoot early implementation issues and collaborate with internal teams to resolve client queries.
- Act as the voice of the customer within Alto, relaying feedback to product and customer success teams.
- Partner with product and development teams to ensure customer needs are addressed in new releases.
- Collaborate with sales, marketing, and support teams to deliver a cohesive customer experience.
- Share best practices to support the growth of less experienced colleagues.
- Monitor and report on client account health, usage metrics, and satisfaction levels.
- Analyze data to provide recommendations for clients to improve their performance on Alto's platform.
- Track and manage KPIs such as renewal rates, NPS, and customer engagement.
Requirements
- Solid experience in customer success, account management, or relationship management, ideally within SaaS or the property industry.
- Maturity to own senior and complex client relationships.
- Strong understanding of SaaS business models and the software implementation lifecycle.
- Proven track record of managing client relationships and driving account growth.
- Excellent communication, presentation, and problem-solving skills.
- Confidence to advise senior stakeholders.
- Highly organized approach with strong time management and attention to detail.
- A can-do attitude, a desire to keep learning, and a willingness to share best practices.
- Ability to analyze data and turn it into actionable insights for clients.
- Confidence with CRM tools such as Salesforce.
- Familiarity with account management software.
Skills
- Customer Success
- Account Management
- Relationship Management
- SaaS
- Property Industry
- Communication
- Presentation
- Problem-Solving
- Time Management
- Data Analysis
- CRM (Salesforce)
- Account Management Software
Location
- Home-based
Work Type
- Full-time
- Home-based
Experience Level
- Senior
Salary/Compensations
- Commission based OTE
Benefits
- 25 days annual leave + extra days for years of service
- Day off for volunteering
- Digital detox day
- Festive Closure - business closed for period between Christmas and New Year
- Cycle to work scheme
- Electric car schemes
- Free Calm App membership
- Enhanced Parental leave
- Fertility Treatment Financial Support
- Group Income Protection
- Private medical insurance
- Gym on-site in London
- 7.5% pension contribution by the company
- Talent referral bonus up to £5K
About the Company
- Alto Software Group is a B2B SaaS company powering over half of UK housing transactions.
- We create software solutions connecting businesses and consumers, providing a one-stop shop for estate agents and home builders.
- Our mission is to drive efficiency, speed up transactions, reduce risk, and improve the end-customer experience.
- We operate with a start-up mindset to achieve our ambitions.
Equal Opportunity
- We want to make Alto Software Group more welcoming, fair and representative every day.
- We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed.