Customer Success Manager (Construction Tech)

We are looking for a Customer Success Manager to join our growing team.

Summary

We are nPlan, a fast-growing Series A startup with a mission to revolutionise how construction projects are planned, managed, and executed. Backed by top investors like GV (formerly Google Ventures), we leverage deep learning technology to forecast construction project outcomes, aiming to unlock significant project value worldwide. Join our world-class, well-funded team as we continue our tremendous growth trajectory and pursue ambitious plans for 2024 and beyond.

As a Client Manager, you will play a crucial role in our client-facing team, working within the Client Management team to ensure our clients maximise the value they get from nPlan’s products. Your primary responsibility will be to provide exceptional support and seamless product integration.

• Competitive base salary of £45-£55k (dependent on experience) along with a generous equity package.
• Flexible working hours and locations, with core hours of 10am-3pm GMT Mon-Fri.
• Central London office with a roof terrace
• Enhanced benefits package including private medical insurance, unlimited holiday allowance, annual retreat, and enhanced family and sick leave policies.
• Opportunities for significant ownership and direct exposure to all areas of the business.
• A collaborative, inclusive environment with a commitment to diversity.

About the role:

• Client Engagements and Support:
  • Build and maintain strong relationships with clients, understanding their needs and pain points. Comfortable working without direct supervision in key roles
  • Ensure a smooth, efficient, and friction-free journey for clients from onboarding to ongoing support.
  • Regularly assess client satisfaction and work towards enhancing their experience, proactively capturing points of value for clients.
• Product Integration:
  • Facilitate the seamless embedding of our products within client organisations.
  • Develop a deep knowledge of our products and what it can offer clients, and use that knowledge to help clients meet their (known and unknown) needs
  • Collaborate with other nPlan teams (including engineering, product and sales) to improve the client experience.
• Collaboration and Feedback:
  • Serve as the voice of the customer internally, creating an effective feedback loop with product and commercial teams.
  • Collaborate with product teams to prioritise impactful product enhancements based on client feedback and strategic alignment.
  • Manage user support requests with engineering teams and provide usability feedback to product teams
• Project management:
  • Independently set direction and implement strategy for specific client engagements. Manage multiple clients simultaneously with impeccable organisational skills. 
• Commercial:
  • Work with the commercial team to retain clients and drive expansions.

About you:

• Excellent relationship-building skills and a passion for delighting customers.
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Experience in the construction industry
• Detail-oriented with an interest in technology and its applications in solving real-world problems in the construction industry. Experience deploying novel technologies in your previous roles is a bonus
• You have an eye for details. If you’ve read this far, mention the word “crane” in your application :-)
• You have an interest in technology and how it can help solve real world problems in the construction industry.
• You can work from anywhere as long as you are able to come to our London office at least once a month.
• While the role is remote/hybrid, you could be required to travel both within the UK (usually once a month) and internationally for client meetings (usually once or twice a year).
• Looking to move up rapidly in your career in a fast-paced environment

Nice-to-haves:

• Experience in a client-facing or customer success role
• Professional memberships or qualifications in project management.
• Experience in construction planning, project management, project controls or risk management
• Degree or qualification in a related field (or equivalent experience, e.g. apprenticeship)

What working at nPlan will be like:

• We are still a relatively small team so there is plenty of opportunity for a high degree of ownership over different areas of the product, and you will be directly exposed to all areas of the business.
• Your voice will always be heard. What you do or say counts, not who you are or where you're from.
• We have three core values that underlie everything we do: Learn from Everything, Be Radically Truthful, and Aim High, Run Fast. These enable us to create a collaborative, inclusive environment where we can move effectively and efficiently to implement the best solutions.
• We are a cross-disciplinary team, and come from all backgrounds and countries.
• Fantastic benefits package for Health & Wellbeing, Learning & Development, family leave, monthly team meals and more.
• We are committed to addressing the diversity problem in the tech industry, and that starts with making sure we have a diverse team where everyone feels at home and can contribute as an equal.
• Having time to yourself and a private life is important. We offer a very flexible work environment and a generous holiday policy.
• Unfortunately we are unable to provide visa sponsorship for this role.

Interested in applying but still have questions? The feel free to speak with our Jack, our Talent Acquisition Manager

We are working hard to create a workplace that is inclusive to everyone, no matter their background, or where they are in life. We believe that only a truly diverse place can create great products that serve a wide audience and improve the world.

We believe in equality of opportunities and that's why we make sure that these ideas are reflected in our values, and that we really apply these in all aspects of our company culture.
If you have a need for any adjustments during our interview process, let us know and we will do our best to accommodate them.