Customer Success Specialist (B2B SaaS / OEM)

Alto Software Group is a B2B SaaS company that powers more than half of all UK housing transactions each year. We create software solutions that connect businesses and consumers, delivering a one-stop shop for estate agents and home builders. Our goal is to drive efficiency, speed up transactions, reduce risk, and improve the end-customer experience.

While we're not a startup, we operate with a startup mindset. We're looking for people who share this mentality and are ready to tackle big ambitions. This is a fast-growing and exciting business going through significant change, and there's never been a better time to join us.

The Customer Success Specialist is a critical, revenue-generating role focused entirely on maximizing the value and utilisation of our platform within our existing customer base. You will be responsible for driving customer adoption and increasing Annual Recurring Revenue (ARR) through upselling and cross-selling new modules.

Working closely with the Customer Success, Partner and Marketing teams, you will ensure our current customers are fully aware of and leverage the entire portfolio of products, services, and partnerships available to them.

This role requires a structured, consultative approach to understand the evolving needs of independent estate agency businesses and position Alto's solutions as the continuous partner for growth and efficiency.

• Strategic Upsell & Cross-Sell Revenue: Focus exclusively on proactive, outbound engagement with current clients to grow revenue share. Identify and close opportunities across the entire range of additional Alto products, services, modules, and package upgrades.
• Strategic Opportunity Planning: Act as the subject matter expert on all new product modules, and develop and execute strategic plans to target high-potential accounts, introducing new solutions to solve their emerging business challenges in a consultative manner.
• Consultative Selling & Value Reinforcement: Handle escalations or complex queries from high-value clients where a commercial opportunity (upsell/cross-sell) can solve their root problem. You will consultatively diagnose client needs and re-demonstrate product value, transforming potential churn risks into growth opportunities by positioning a more comprehensive solution.
• Own the entire lifecycle of the sales process from generation of demand through to conducting high value demonstrations of our products, to closing opportunities. 

System & Process Management:

• Maintain a highly organized and accurate sales pipeline in Salesforce, clearly logging all engagement, identified opportunities, and account health information.
• Collaborate cross-functionally to ensure a smooth customer experience from opportunity to close.
• Own commercial-related enquiries to completion, ensuring a positive outcome that reinforces value.

Customer Engagement & Coverage:

• Ensure a comprehensive and proactive client engagement coverage model is in place to engage with all allocated existing customer accounts on a scheduled basis.
• Demonstrate quality customer engagement, maintaining a high degree of business acumen and continuous product awareness.

Knowledge & Collaboration:

• Continually develop your product, market, and competitor knowledge to confidently discuss Alto’s product suite, attending internal/external training as appropriate.
• Maintain effective communication links with all other internal teams & departments (especially Customer Success Managers, Marketing, and Partner Management) to ensure a unified customer experience.

• Experience in B2B Account Growth/Upsell/Renewal: Proven experience in a consultative sales role focused on growing revenue from an existing customer base (not new business).
• Customer Value Focus: Outstanding organisational and time management skills that allow you to manage your own time effectively, balance a large client base, and work to tight deadlines while delivering positive customer outcomes.
• Adaptability & Drive: Ability to be flexible and comfortable in a fast-moving, performance-led environment, adapting quickly to change. Self-motivated and results-orientated.
• Presentation Skills: Proven ability to deliver clear, structured software demonstrations that highlight value, handle live Q&A and adopt the flow based on customer needs. 
• Communication: Communicating effectively with both internal and external customers and engaging constructively in team meetings.
• Minimum intermediate IT skills in Google Slides/Sheets or Powerpoint/Excel.

• Knowledge of the property, software, or digital media background.
• Proven track record of working cross-channel with a varied product portfolio.

• Be willing and able to work as part of a team, sharing best practice with colleagues.
• Be passionate about delivering positive customer experiences whilst driving revenue results through upsell and cross-sell.
• Demonstrate personal commitment to improving one’s own knowledge and sharing best practice with colleagues.

• Competitive base salary plus lucrative commission structure.
• Opportunities for career development and advancement within a growing organisation.
• 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.