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About the Role
We are seeking a Strategic Customer Success Manager for a 14-month fixed-term contract to manage the retention and expansion of mid-market LandTech customers. This commercial role oversees the entire customer lifecycle, focusing on driving adoption, mitigating churn, and identifying expansion opportunities to achieve Net Revenue Retention (NRR) targets.
Responsibilities
- Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.
- Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.
- Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.
- Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.
- Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.
- Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.
- Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.
- Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.
- Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.
- Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.
Requirements
- 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.
- Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention).
- Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities.
- Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives.
- Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks.
- Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI.
- Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap.
- Strong familiarity with CRM systems and modern Customer Success tooling.
Skills
- Account Management
- Customer Success
- B2B SaaS
- High-growth technology
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Renewal negotiations
- Contract execution
- Upsell opportunities
- Relationship building
- Stakeholder management
- Data analysis
- Churn mitigation
- Onboarding
- Goal-setting
- Product adoption
- ROI maximization
- Communication
- Feedback
- CRM systems
- Customer Success tooling
Location
- Remote-First
Work Type
- Fixed-term contract
- Remote
Experience Level
- 3+ years
Benefits
- Competitive Salary + Company Equity Scheme
- Remote-First Flexible Working
- Private Health and Dental Insurance (with the option to add dependants)
- Pension Scheme (company contributions increasing with tenure)
- Group Life Assurance of 4 x Salary
- 27 days Paid Holiday (plus Bank Holidays)
- £500 Growth Fund
- £200 Remote Working Fund
- Flexible Bank Holidays + Unlimited Unpaid Holidays
- Company Away Days + Volunteer Charity Day
- Reward and Recognition Programme
- Anniversary Awards
About the Company
- We’re here to drive tech-enabled change for property developers to shape the communities of the future!
- We’re supercharging the entire development process by building cutting-edge technology for every stage of a property developer’s journey towards unlocking land.
- Since 2014, we’ve been leading the charge.
- Established by two co-founders passionate about solving a complex problem, our game-changing products have become the industry standard for site sourcing and assessment.
- Now, we’re a multi-million-pound powerhouse carving our path to international success!
Equal Opportunity
- LandTech is committed to upholding a diverse, inclusive, equitable and innovative working environment.
- We believe that creativity thrives when people with dynamic perspectives, different backgrounds, and unique experiences come together to work cohesively.
- We strive to create a workplace where everyone feels valued, respected, and empowered to reach their full potential.
- All employment decisions are based solely on merit, qualifications, and business needs.