Strategic Customer Success Manager

<p>WHO WE ARE</p>

<p>We’re here to drive tech-enabled change for property developers to shape the communities of the future! 🏗️🌍</p>

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<p>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…</p>

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<p>And that’s where LandTech comes in💡 Since 2014, we’ve been leading the charge 🚀</p>

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<p>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! 🌎🔥</p>

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<p>THE ROLE</p>

<p>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.</p>

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<p>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.</p>

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<p>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.</p>

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<p>KEY ROLE ACCOUNTABILITIES</p>

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<li>Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.</li>

<li>Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.</li>

<li>Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.</li>

<li>Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.</li>

<li>Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.</li>

<li>Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.</li>

<li>Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.</li>

<li>Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.</li>

<li>Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.</li>

<li>Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.</li>

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<p>EDUCATION BACKGROUND &amp; TECHNICAL EXPERIENCE</p>

<ul>

<li>3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.</li>

<li>Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention).</li>

<li>Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities.</li>

<li>Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives.</li>

<li>Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks.</li>

<li>Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI.</li>

<li>Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap.</li>

<li>Strong familiarity with CRM systems and modern Customer Success tooling</li>

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<p>OUR BENEFITS INCLUDE</p>

<ul>

<li>Competitive Salary + Company Equity Scheme</li>

<li>Remote-First Flexible Working</li>

<li>Private Health and Dental Insurance (with the option to add dependants)</li>

<li>Pension Scheme (company contributions increasing with tenure)</li>

<li>Group Life Assurance of 4 x Salary</li>

<li>27 days Paid Holiday (plus Bank Holidays)</li>

<li>£500 Growth Fund</li>

<li>£200 Remote Working Fund</li>

<li>Flexible Bank Holidays + Unlimited Unpaid Holidays</li>

<li>Company Away Days + Volunteer Charity Day</li>

<li>Reward and Recognition Programme</li>

<li>Anniversary Awards</li>

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<p>OUR VALUES</p>

<p>At LandTech we work with:</p>

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<p>Accountability</p>

<p>We take ownership of our actions and commitments</p>

<p>Cohesion</p>

<p>We succeed together as one united team</p>

<p>Courage</p>

<p>We embrace challenges, innovate boldly, and lead with confidence</p>

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<p>These are our shared values.</p>

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<p>They are at the heart of who we are, what we do and how we do it.</p>

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<p><em>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.</em></p>