Strategic Customer Success Manager

Job description

WHO WE ARE We’re here to drive tech-enabled change for property developers to shape the communities of the future! 🏗️🌍 We’re supercharging the entire development process by building cutting-edge technology for every stage of a property developer’s journey towards unlocking land 🏡🔑 90% of the top 200 global cities face a housing crisis - and it’s still too difficult for developers to build the places we need. To keep up with demand, the property industry needs to keep evolving… And that’s where LandTech comes in💡 Since 2014, we’ve been leading the charge 🚀 Established by two co-founders passionate about solving a complex problem, our game-changing products have become the industry standard for site sourcing and assessment. Now, we’re a multi-million-pound powerhouse carving our path to international success! 🌎🔥 THE ROLE We are looking for a Strategic Customer Success Manager to join us on a 14-month fixed-term contract. This is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers. This role owns the full customer lifecycle, from driving early-stage adoption to leading renewal negotiations. You are responsible for delivering against core performance metrics—specifically NRR—by balancing proactive churn mitigation with the identification of new expansion opportunities. You will act as a strategic "trusted advisor," multithreading across stakeholder groups to align platform capabilities with customer business goals. By leveraging usage data and high-touch engagement, you will ensure long-term ROI for your clients while providing a critical feedback loop to internal Product and Marketing teams to inform future business strategy. KEY ROLE ACCOUNTABILITIES Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations. Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment. Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment. Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early. Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle. Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI. Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer. Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences. Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously. Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy. EDUCATION BACKGROUND & TECHNICAL EXPERIENCE 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment. Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention). Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities. Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives. Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks. Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI. Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap. Strong familiarity with CRM systems and modern Customer Success tooling OUR BENEFITS INCLUDE Competitive Salary + Company Equity Scheme Remote-First Flexible Working Private Health and Dental Insurance (with the option to add dependants) Pension Scheme (company contributions increasing with tenure) Group Life Assurance of 4 x Salary 27 days Paid Holiday (plus Bank Holidays) £500 Growth Fund £200 Remote Working Fund Flexible Bank Holidays + Unlimited Unpaid Holidays Company Away Days + Volunteer Charity Day Reward and Recognition Programme Anniversary Awards OUR VALUES At LandTech we work with: Accountability We take ownership of our actions and commitments Cohesion We succeed together as one united team Courage We embrace challenges, innovate boldly, and lead with confidence These are our shared values. They are at the heart of who we are, what we do and how we do it. LandTech is committed to upholding a diverse, inclusive, equitable and innovative working environment. We believe that creativity thrives when people with dynamic perspectives, different backgrounds, and unique experiences come together to work cohesively. We strive to create a workplace where everyone feels valued, respected, and empowered to reach their full potential. All employment decisions are based solely on merit, qualifications, and business needs.