AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.
About the role
- Customer Success Manager supporting the growth of E1's construction network in the UK. Onboarding and managing relationships with builders and subcontractors to ensure value from the platform.
Responsibilities
- Onboard new builders and subcontractors, ensuring they understand how to use the platform and get value quickly.
- Deliver tailored training sessions (remote and in-person) to support adoption and engagement.
- Proactively manage a portfolio of builder accounts, running health checks, identifying churn risks, and driving renewals.
- Support inbound customer enquiries from builders and subcontractors via email and phone.
- Help build and maintain a vetted, high-quality subcontractor network.
- Collaborate closely with Sales on trials, onboarding handovers, and renewals.
- Capture customer feedback, share insights with Product and the wider business, and close the loop with customers.
- Contribute to initiatives and experiments designed to improve engagement, retention, and revenue.
- Track customer health, engagement trends, and risks using data and reporting.
Requirements
- Experience in a Customer Success, Account Management, or Support role within a B2B SaaS environment.
- Confidence onboarding and training customers on software products.
- Strong communication skills, with the ability to explain complex concepts clearly and practically.
- A proactive mindset — you spot risks early and take action without being asked.
- Comfort working in a small or scale-up environment where priorities can shift and structure is still evolving.
- An interest in the construction or construction-technology space (highly regarded, not essential).
- A collaborative approach and willingness to work cross-functionally.
- Strong organisational skills and attention to detail.
Benefits
- Flexible working hours and hybrid working.
- Three fully funded therapy sessions per year via Talked, with access to 100+ licensed therapists.
- A generous annual budget for professional development.
- Five days of entrepreneurial leave each year to work on your own side projects.
- A yearly allowance to help you create a comfortable and productive home working setup.
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