Strategic Customer Success Manager

WHO WE ARE 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 90% of the top 200 global cities face a housing crisis - and it s still too difficult for developers to build the places we need. To keep up with demand, the property industry needs to keep evolving... And that s where LandTech comes in 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! THE ROLE We are looking for Strategic Customer Success Manager to join us on a 14-month fixed-term contract. This is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers. This role owns the full customer lifecycle, from driving early-stage adoption to leading renewal negotiations. You are responsible for delivering against core performance metrics-specifically NRR-by balancing proactive churn mitigation with the identification of new expansion opportunities. You will act as a strategic "trusted advisor," multithreading across stakeholder groups to align platform capabilities with customer business goals. By leveraging usage data and high-touch engagement, you will ensure long-term ROI for your clients while providing a critical feedback loop to internal Product and Marketing teams to inform future business strategy. KEY ROLE ACCOUNTABILITIES • 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. EDUCATION BACKGROUND & TECHNICAL EXPERIENCE • 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 OUR BENEFITS INCLUDE • 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 a...