Customer Success Manager

Customer Success Manager

At Qflow, we're on a mission to transform one of the world's most impactful industries: construction. Our platform provides easily captured, data-driven insights that empower construction teams to make better decisions, improving quality, increasing efficiency, reducing costs and helping to mitigate project risk. By combining construction expertise with software engineering, artificial intelligence and cutting-edge data science, we deliver real-time visibility into risks and opportunities throughout the construction lifecycle.

Having established Qflow as a trusted solution across many of the UK's leading Tier 1 contractors, developers and utilities companies, we're now expanding rapidly across North America and international markets. Today, our platform is deployed across billions of pounds worth of construction projects worldwide, and we're continuing to grow at pace.

We're looking for a talented Customer Success Manager to join our Commercial team on a fixed-term maternity cover, with genuine potential for the role to become permanent as we continue to scale. If you're passionate about delivering exceptional customer experiences, enjoy building long-term partnerships and believe technology can solve real-world industry challenges, we'd love to hear from you.

You'll join an ambitious, collaborative Commercial team at an exciting stage of growth. Working alongside Customer Success colleagues in both the UK and US, you'll play an important role in helping our customers succeed while shaping how Customer Success evolves as we continue to expand internationally.

Our Customer Success team exists to ensure customers realise measurable value from Qflow from day one. As a Customer Success Manager, you'll own a portfolio of customers throughout their lifecycle, from onboarding through to renewal, helping them maximise adoption, achieve successful project outcomes and identify opportunities to expand their use of Qflow. You'll become a trusted advisor to your customers, building long-term relationships while working closely with Product, Support, Sales and Marketing to continually improve the customer experience. This role offers the opportunity to make a real impact within a growing Customer Success team, collaborating with colleagues across both the UK and US to deliver a consistent, world-class customer experience.

What you'll be doing:

Customer Success & Relationship Management

• Own a portfolio of Enterprise and Strategic customers throughout their lifecycle.
• Deliver onboarding, implementation and training to ensure successful adoption.
• Build trusted relationships with customer stakeholders across all levels of the organisation.
• Act as the primary point of contact for customer success, working closely with our Support team on technical issues.
• Develop customer success plans aligned to customer objectives.

Value Realisation

• Conduct regular Business Reviews and Success Reviews.
• Monitor customer health and product adoption to identify risks and opportunities.
• Help customers quantify the value they're achieving through Qflow.
• Drive strong retention, customer satisfaction and long-term partnerships.

Commercial Growth

• Identify and own opportunities for expansion, upsell and cross-sell.
• Partner with Sales on account growth strategies.
• Support renewal conversations and forecasting.
• Deliver against key metrics including NRR, churn, adoption and customer health.

Customer Insight

• Analyse customer usage data to identify trends and risks.
• Share customer feedback with Product and Engineering to influence roadmap decisions.
• Create customer case studies showcasing measurable business outcomes.
• Maintain accurate customer records within HubSpot.

What we are looking for:

• 3+ years' experience in Customer Success within a B2B SaaS environment.
• A proven track record of driving customer adoption, retention and account growth.
• Experience managing Enterprise customer relationships.
• Strong commercial awareness balanced with a customer-first mindset.
• Excellent stakeholder management and communication skills.
• Confidence using customer data and health metrics to drive decisions.
• Experience working cross-functionally with Product, Sales and Support.
• A proactive approach to solving customer challenges and identifying growth opportunities.
• Experience using platforms such as HubSpot, Gainsight, ChurnZero, Planhat or similar CRM/customer success tools.

Nice to have:

• ConTech, construction or engineering experience.
• Experience supporting global customers.
• Experience working within a high-growth SaaS scale-up.

Our offer:

Salary up to £55k depending on experience with a performance based commissions structure Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!) Company laptop and tools 25 days annual leave + 3 days company closure at Christmas + bank holidays Private medical insurance Critical illness and life insurance Pension contribution up to 7% Enhanced family policy Paid volunteering days Overseas working policy We'll offset your annual carbon footprint on your behalf via Ecologi Learning & development and career progression opportunities Company social events (online and in person!)

Our promise:

Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.

Important Notice: No Recruitment Agencies

We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.