Customer Retention Specialist

Job description

📍Manchester (Hybrid, up to 2 days WFH) 💰 £30k-£36k, dependent on experience (OTE up to £42k) Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology. If you join us, you’ll be helping to improve the property industry for everyone. As a Customer Retention Specialist you’ll be ensuring our customers are getting the most out of our award-winning prospecting tool, **Spectre**. You’re a real self-starter, a great communicator, and a confident and talented problem-solver, who isn’t afraid of going above and beyond for our customers. This is a fast-paced role where no two days are ever the same - on any given day, you could be running a strategy call, working a retention, spotting an upsell opportunity, or providing best practice guidance. You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features. If you love autonomy, are naturally curious, and want to have a genuine impact within a rapidly growing company, we think you’d fit right in! **A bit about you…** - You have a background in Customer Success or Retentions, with real experience retaining customers and handling objections - You're a motivated self-starter who works well independently and is excited by the opportunity to help scale a business during a high-growth phase - You're highly organised with exceptional attention to detail - You are passionate about providing an exceptional customer experience and building lasting relationships - You have excellent written and verbal communication skills (fluency in written and spoken English) - You're tech-savvy and genuinely open to picking up new tools and systems quickly, from our CRM to AI-assisted workflows - we care more about your curiosity and adaptability than which specific tools you've used before **Here's what you can expect to be working on as an L2 Customer Success Manager at Street Group** - Supporting our clients to achieve great results with Spectre; from proactively ensuring existing clients are getting the most out of the system through strategy calls, quarterly business reviews, and training sessions - Proactively identifying accounts at risk and working retention conversations and objection handling to keep customers on board - Implementing creative solutions to proactively resolve potential issues for customers before they escalate - Identifying and acting on upsell and cross-sell opportunities with existing clients - Visiting clients face-to-face to build genuine relationships and get a first-hand view of their business - Providing exceptional technical support via phone and email to Spectre clients - Ensuring feedback flows from Customer Success to the relevant business and product teams - Collaborating with the sales and tech team members to design and implement new product features that reflect the voice of our customers *Research has shown that women tend to rule themselves out of applying for jobs unless they meet 100% of the requirements. If you fall into that category and are about to rule yourself out based on the above criteria; please consider applying anyway. We'd love to see your application!* ### **Who are Street Group?** We’re an award-winning PropTech business based in Manchester, founded in 2015 by brother and sister duo, Tom & Heather Staff. Most of us have personal experience of how painful moving can be, and Tom and Heather saw an opportunity to change this: utilising technology, as well as our incredibly talented team, to improve the industry for everyone. Our products form a powerful duo, working harmoniously together to transform an agent’s job. From securing more leads and winning new instructions to streamlining business operations and growing market share, our products are supercharging 1,000s of agencies across the UK. Back in 2015, our co-Founder, Tom Staff, spent his evenings building Spectre v1.0. He’d seen first-hand an opportunity to automate the very manual process of winning new business for estate agents. [**Spectre**](https://spectre.uk.com/) is now our multi award-winning, instruction generation tool, generating an average return on investment for them of over 3000%. ### **Why join Street Group?** 🏠 Hybrid-working - you can work from home 2 days per week 🏖️ Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax!) 💪 Joining a culture that supports your development and encourages growth 📚 £500 yearly L&D budget for your career development 🎂 Your birthday on us - we pay, you stay away 🙋 ‘Give something back’ - 2 paid days volunteering on us 👶 Enhanced maternity, paternity & adoption pay 🧠 Mental health & well-being support via Health Assured 🧘 Regular well-being initiatives 🚂 Public transport season ticket loans 🌷 Paid menopause leave 🌞 Holiday buying scheme 🚀 Joining a new team in an exciting business with huge ambition 👥 Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day 👩🏿‍💻 A chance to work on cutting-edge technology 🐶 Comfortable, relaxed office space - office dogs welcome! 🍻 Fully stocked fridge and beers (or an alternative) on us every Friday afternoon 🎊 Company and team off-sites, events and happy hours 🚴 Cycle to work scheme 🚗 Electric car salary sacrifice scheme 🌍 Feel good about sustainability - we're a climate-positive company! ### **Salary** £30,000 - £36,000 dependent on experience (OTE up to £42,000). However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations, planned ranges go out the window. If you think that might be the case, please apply and just let us know. We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified. ### **Interview Process** 3 stages = Introductory call with one of our Talent team > In-person interview with our Head of CS and Senior CSM > Final interview with our Head of Operations and Senior CSM. We want to make our interviews as inclusive as possible, so if you need any adjustments made or if there's anything you think we should be aware of during the interview process, please do let us know. **A note on using AI in your job application** As a fast-moving and rapidly evolving tech company, we embrace the advantages of AI and encourage its use throughout our application process. However, our goal is to get to know and hire the authentic you - your skills, experience, and values. We don’t want to hire an AI-generated version of you. We consider AI to be a valuable tool, not something that should overshadow you as an individual. **How we use AI in the hiring process** Candidate experience is really important to us, and our Talent team use AI notetakers during interviews so they can focus purely on their conversation with you. All hiring decisions are made by humans - not AI. Let us know if you have any questions!