Customer Success Manager — PropTech & Investment SaaS - London

Customer Success Manager — PropTech & Investment SaaS - London Join a pioneering technology-led platform redefining institutional residential real estate investment in Europe. 🎬 The Role Our client is a category-defining startup building the operating system for institutional residential real estate investment. Having successfully launched and secured top-tier capital, they are now looking for a Customer Success Manager based in London to ensure their institutional partners achieve maximum ROI from the platform. This is not a traditional "support" role. You will be a strategic partner to global funds and asset managers, overseeing the post-sales lifecycle. You will be responsible for onboarding sophisticated users, driving platform adoption, and identifying expansion opportunities within some of the largest investment portfolios in Europe. 👤 The Responsibilities Lead Institutional Onboarding. Manage the transition from "Closed-Won" to fully operational, ensuring complex investment teams are successfully integrated into the platform. Drive Strategic Adoption. Act as a consultant to our partners, helping them leverage data and automation to hit their deployment and asset management targets. Own Retention & Expansion. Monitor account health, lead Quarterly Business Reviews (QBRs), and work closely with Sales to identify opportunities for upsells or territory expansion. Be the Voice of the Customer. Synthesize feedback from sophisticated investors and translate it into actionable insights for our Product and Engineering teams. Build the CS Playbook. As an early hire, you won't just follow a process—you will help design the workflows and success metrics that define the department as we scale. 🎓 The Skills & Competencies 3–5 years in Customer Success or Account Management. Ideally within B2B SaaS, FinTech, or a consultative professional services environment. Analytical Fluency. You are comfortable with data, investment metrics, and reporting; you can tell a story through numbers. Relationship Architect. Proven ability to manage senior stakeholders (VPs of Real Estate, Fund Managers) and build long-term trust. Self-Sufficiency. You thrive in a fast-paced, "build-as-you-go" environment and take full ownership of your portfolio. Language skills. Professional fluency in English is required. ⭐ The Differentiators Multilingual: Fluency in Spanish or German is a significant plus for our European expansion. Domain Knowledge: Understanding of real estate investment lifecycles or institutional asset management. Startup Experience: You have helped scale a CS function at a Seed or Series A company. ⏳ The Benefits Real ownership. Direct responsibility for the success and retention of major institutional accounts. Direct founder access. Collaborate with leadership to refine the platform’s value proposition. High learning curve. Master the intersection of PropTech, asset management, and institutional capital. Clear growth path. Opportunity to lead the CS or Account Management team as the London office grows. Competitive compensation. Competitive base salary + performance-related bonuses. ✅ The Process HR Screening → Hiring Manager Screening → Role Play Exercise → 2x Business Interviews → Culture Fit Interview → Offer 💼 The Employer Our client is a technology-led investment platform. They are replacing manual, fragmented processes with a unified, high-performance digital infrastructure for institutional capital, upgrading local rental stock and improving energy performance across European housing markets. Department Operations Role Customer Success Manager Locations London Remote status Hybrid Employment type Full-time About Supersub Supersub is a boutique dedicated to helping businesses of all sizes overcome their growth challenges through a 360 approach. We focus on maximizing the productivity of teams by planning and managing cross-functional projects, bringing in the right talents, and providing top-notch training. Our Clients' Industries SaaS MarTech Proptech Marketplace Fintech Logistics e-commerce Mobility Sustainability EdTech FoodTech Founded in 2020