Customer Success Executive - B2B SaaS

Alto Software Group is a B2B SaaS company which creates software solutions that connect businesses and consumers, powering more than half of all UK housing transactions each year.

We deliver a one-stop shop for estate agents and home builders to drive efficiencies, speed up the transaction while reducing risk, improve end-customer experiences, stay ahead of regulatory changes and unlock new areas for business growth. 

While we are not a start-up we have a start-up mindset set and want our people to operate with this mindset so that we can achieve our ambitions. 

As a Customer Success Executive at Alto Software, you will be responsible for managing and developing relationships with our clients within the Property Industry. You will act as a trusted advisor, ensuring customers are fully leveraging Alto’s platform to meet their business objectives. This role requires a proactive approach in driving customer satisfaction, renewals, and upsell opportunities while collaborating with internal teams to provide a seamless client experience.

Client Relationship Management:

• Serve as the primary point of contact for an assigned portfolio of clients.
• Build and maintain strong relationships with key decision-makers and stakeholders, understanding their business goals and how Alto Software can support them.
• Conduct regular check-ins, reviews, and business analysis to ensure client satisfaction and identify opportunities for additional value.

Retention & Account Growth:

• Lead contract renewals and identify upsell/cross-sell opportunities to maximise account value and revenue growth.
• Develop and execute strategies to mitigate churn, identifying at-risk clients and taking proactive steps to address their concerns.
• Provide consultative advice, demonstrating how new features or upgrades can solve clients’ emerging challenges.

Client Onboarding & Enablement:

• Manage the onboarding process for new clients, ensuring a smooth and efficient transition onto the Alto Software platform.
• Provide personalised training sessions and resources to ensure clients are empowered to use the platform to its full potential.
• Troubleshoot initial implementation issues and collaborate with internal teams to resolve client queries or technical concerns.

Collaboration & Advocacy:

• Act as the voice of the customer within Alto Software, relaying client feedback to product development and customer success teams to help shape future enhancements.
• Partner with the product and development teams to ensure customer needs are addressed in new releases and product updates.
• Work closely with sales, marketing, and support teams to deliver a cohesive customer experience.

Reporting & Data Analysis:

• Monitor and report on client account health, usage metrics, and satisfaction levels.
• Provide insights and data-driven recommendations to help clients improve their performance using Alto’s platform.
• Track and manage key performance indicators (KPIs) such as renewal rates, NPS scores, and customer engagement.

• Experience in sales, account management, customer success, or relationship management, preferably within the SaaS or property industry.
• 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.
• Highly organised with strong time management and attention to detail.
• Can-do attitude and a desire to continuously learn and improve.
• Ability to analyse data and generate actionable insights for clients.
• Proficient in CRM tools (e.g., Salesforce) and familiar with account management software.

• Everyday Flex - greater flexibility over where and when you work

• 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 and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K

We want to make ASG 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.