Customer Success Specialist, Proptech, B2B SaaS

Houseful

Customer Success Specialist managing high-value client relationships in proptech B2B SaaS company. Leading account growth and client satisfaction efforts in a market-driving role.

Posted 7/8/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

You will be the primary point of contact for a portfolio of higher-value and more complex clients, owning those relationships end to end.
You will build trusted relationships with senior decision-makers and stakeholders, understanding their business goals and how Alto can support them.
You will lead regular check-ins, reviews, and business analysis to keep clients satisfied and surface opportunities to add value.
You will lead contract renewals and identify upsell and cross-sell opportunities to maximise account value and revenue growth.
You will develop and execute strategies to mitigate churn, identifying at-risk clients and acting proactively to address their concerns.
You will give consultative advice, showing clients how new features or upgrades solve their emerging challenges.
You will manage onboarding for new clients, ensuring a smooth and efficient transition onto the Alto platform.
You will deliver personalised training and resources so clients are empowered to use the platform to its full potential.
You will troubleshoot early implementation issues and work with internal teams to resolve client queries and technical concerns.
You will be the voice of the customer inside Alto, relaying client feedback to product and customer success teams to shape future enhancements.
You will partner with product and development teams to make sure customer needs are addressed in new releases and updates.
You will work closely with sales, marketing, and support to deliver a cohesive customer experience, and share best practice to help less experienced colleagues grow.
You will monitor and report on client account health, usage metrics, and satisfaction levels.
You will turn data into recommendations that help clients improve how they perform using Alto’s platform.
You will track and manage KPIs such as renewal rates, NPS, and customer engagement.

Requirements

What you’ll need

Solid experience in customer success, account management, or relationship management — ideally within SaaS or the property industry — with the maturity to own senior and complex client relationships.
A strong understanding of SaaS business models and the software implementation lifecycle.
A proven track record of managing client relationships and driving account growth.
Excellent communication, presentation, and problem-solving skills, with the confidence to advise senior stakeholders.
A highly organised approach with strong time management and attention to detail across a demanding portfolio.
A can-do attitude, a desire to keep learning, and a willingness to share best practice with the wider team.
The ability to analyse data and turn it into actionable insights for clients.
Confidence with CRM tools such as Salesforce and familiarity with account management software.

Benefits

Comp & perks

- Commission based OTE
- 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
- Talent referral bonus up to £5K

ATS Keywords

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Hard Skills & Tools

Client Relationship ManagementAccount ManagementBusiness AnalysisContract Renewal ManagementKPI TrackingImplementation Lifecycle KnowledgeUpselling and Cross-SellingData-Driven RecommendationsOnboarding ManagementTechnical Troubleshooting

Soft Skills

Excellent CommunicationPresentation SkillsProblem-SolvingOrganizational SkillsTime Management