The Customer Success Manager (CSM) helps Spacewell customers realize measurable value from our Workplace, Energy, Asset, and Maintenance solutions, driving retention, expansion, and advocacy across our full portfolio. Using the Winning by Design SPICED framework, you turn customer insights into concrete outcomes that make buildings smarter, more sustainable, and more efficient.
Your mission
As a Customer Success Manager, you are the strategic partner for a portfolio of B2B customers across all Spacewell products: Workplace, Energy, Asset, and Maintenance. You ensure customers achieve their desired impact by guiding them from onboarding and adoption to value realization, renewal, and expansion, always grounded in SPICED: Situation, Pain, Impact, Critical event, and Decision.
What you’ll do
- Oversee onboarding and implementation for new customers, turning their Situation and Pain into clear success plans, training programs, and adoption milestones across the Spacewell suite.
- Act as the primary point of contact for your accounts, building strong relationships with business and technical stakeholders and aligning our solutions to their evolving goals and impact metrics.
- Use SPICED framework to structure ongoing customer conversations and QBRs: review value delivered, quantify Impact, discuss Critical events (renewals, audits, ESG deadlines), and agree on next Decisions and actions.
- Monitor product usage and health scores, proactively addressing risks, orchestrating remediation plans, and coordinating with Support, Professional Services, and Product where needed.
- Identify and qualify upsell and cross‑sell opportunities across Workplace, Energy, Asset, and Maintenance by linking additional modules or sites to measurable customer outcomes.
- Capture structured product feedback and insights from customers, and share them with Product and Marketing to inform roadmap, content, and go‑to‑market improvements.
- Prepare clear reports and account reviews summarizing health, adoption, risks, expansion potential, and progress against agreed success plans.
What we’re looking for
- At least 2–4 years of experience in Customer Success or account management in a B2B SaaS environment, ideally in PropTech, facility management, energy management, or building operations.
- Proven track record in driving retention and expansion, with concrete examples of reducing churn, increasing product adoption, or growing ARR within existing accounts.
- Strong consultative skills: you can translate data, dashboards, and workflows into clear business value for operational leaders, finance, and C‑level stakeholders.
- Familiarity with or strong interest in working with the SPICED framework and other modern, customer centric methodologies, using them to structure discovery, success planning, and internal handovers.
- Comfortable working with CRM and customer success tools, tracking health scores and capturing SPICED fields to support forecasting and risk management.
- Excellent communication skills in Dutch and English; you can explain complex topics in a clear, concise way and facilitate workshops or QBRs with confidence.
- A customer‑centric, curious, and proactive mindset, with a can‑do attitude and the ability to work both autonomously and closely with cross‑functional teams.
- Bachelor’s degree in engineering, IT, Business, or a related field is preferred.
Why join Spacewell
You will join an international, mission‑driven team that connects Workplace, Energy, Asset, and Maintenance into one smart building platform, helping customers run safer, more sustainable, and more efficient buildings. You’ll have a direct influence on customer outcomes, working with innovative technology and a modern SPICED‑based customer success approach that supports your growth and impact.
Our Spacewell benefits
- A company laptop to keep you connected and productive
- A car allowance of £400 per month for comfort and mobility
- NEST pension enrolment to secure your future
- A full-time permanent contract (40 hours per week) with a 6-month probation period
- 25 paid vacation days each year, plus all public and bank holidays in England & Wales
- An extra treat: your birthday off, because celebrations matter
- Access to LinkedIn Learning to keep growing your skills
