Senior Customer Success Manager (Construction)

We are looking for a Senior 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 Senior 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, seamless product integration, and strategic guidance.

• Competitive base salary of £60-£70k (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 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 across a range of engagements
  • Develop and 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, regularly capturing points of value for clients
  • Coaching clients to optimally use the product and get the best out of what nPlan has to offer
  • Set strategies to improve onboarding, training, and support processes.
• 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
  • Develop and iterate on standard workflows that can be easily understood and implemented by client teams
  • Work across sales and product teams to improve integration processes and the product itself
• 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
  • Develop and iterate on standard workflows that can be easily understood and implemented by client teams
• Leadership and mentorship:
  • Mentor and manage junior client managers, helping them develop and grow
  • Set strategic direction for the client management team and processes
  • Lead client engagements, setting agendas and goals, and managing multiple clients simultaneously
• Commercial:
  • Take ownership of tracking and determining value gained by the customer during the engagement
  • Find areas we can expand and improve our offering to the customer and raise these with the commercial and product team
  • Work with the commercial team to communicate value to stakeholders at the customer to retain clients and drive expansions

About you:

• Experience in a client-facing (e.g client facing role in construction sector) or customer success role, leading strategic projects to improve client experience
• Experience in the construction industry, in or around project management. 
• Excellent relationship-building skills and a passion for delighting customers
• Proven ability to mentor and manage people and projects
• Strategic thinker and collaborator, able to navigate ambiguity and create processes for better outcomes. Comfortable with uncertainty and thrives with open-ended problems
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Detail-oriented with an interest in technology and its applications in solving real-world problems in the construction industry. Experience using novel technologies in your previous roles is a bonus.
• Comfortable working in a hybrid environment with the ability to travel within the UK and internationally as required.
• You have an eye for details. If you’ve read this far, mention the word “crane” in your application :-)

Nice-to-haves:

• 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

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? Then feel free to reach out to Jack, our Talent Acquisition Manager, to ask your questions

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.