Customer Success Manager

Full  Time / Permanent

 

COMPANY OVERVIEW

ProperPlan is a software company based in the Midlands, with a mission to empower overwhelmed, successful entrepreneurs to achieve business growth and personal success. We are a team with a track record of quality and our software startup is moving at a rapid pace. Are you a passionate, client-focused professional who thrives on building strong relationships and enhancing customer experiences? At ProperPlan, we are seeking a Customer Success Manager to ensure that our innovative platform delivers exceptional value to entrepreneurs and educators worldwide. Your role will be crucial in nurturing long-term customer relationships and driving success across our user base during a pivotal stage of our growth.

 

POSITION OVERVIEW

This is a full-time role, reporting directly to our CEO. The position requires a blend of remote work and in-person days, with our team located in the Solihull and Birmingham area. Typical hours are 9am-5pm, Monday-Friday, with occasional need for additional hours during launches or special events throughout the year. We are remote work for now, plans for a Birmingham office next year but it might happen sooner. This is not a short term position – we’re looking for someone exceptional to be a part of our startup for the long-haul.

 

MISSION

As a Customer Success Manager at ProperPlan, you will be responsible for the complete customer lifecycle, ensuring that each user gains the maximum benefit from our SaaS platform. Your role will involve onboarding new users, supporting existing customers, and turning customer feedback into actionable insights for product improvement. This role requires a personable, empathetic individual with a strategic mindset, ready to enhance our customer success operations and drive retention and satisfaction.

 

RESPONSIBILITIES

• Onboard new customers, ensuring they understand how to use ProperPlan effectively.
• Maintain ongoing relationships with existing customers, providing support and guidance to maximise their success with our platform.
• Monitor customer health metrics, identify risk, and implement tailored success strategies.
• Act as a liaison between customers and internal teams, ensuring customer feedback is translated into product enhancements.
• Develop and refine customer success processes and workflows to scale with the growth of the business.
• Create educational content and resources to aid customers in their journey with ProperPlan.
• Organise and lead regular check-ins with key accounts to ensure continued satisfaction and identify upsell opportunities.

 

IDEAL CANDIDATE PROFILE

• Proven experience in customer success, account management, or a similar role within a SaaS or tech startup environment.
• Strong interpersonal and communication skills, with the ability to build relationships with stakeholders at all levels.
• Excellent problem-solving abilities, with a customer-centric approach to challenges.
• Experience using customer success software and tools to monitor and enhance customer engagement.
• Ability to manage stressful situations effectively and maintain a positive, empathetic, and professional attitude.
• Passionate about technology and its potential to solve real-world business problems.

 

PROFICIENCIES

• Equity in a fast-growth company by being a part of the founding team.
• Some flexibility for working hours with remote working options.
• Opportunities for professional development and career progression.
• Be part of a dynamic, innovative team that is passionate about making a difference.

REQUIREMENTS

Experience: Minimum of 3 years in a similar role supporting a fast-growth company, preferably within a tech or startup environment.

APPLICATION INSTRUCTIONS:

To apply, please submit the following to team@properplan.com
1. A cover letter and PDF of your CV, plus your salary expectations.
2. A brief explanation of why you’re the perfect fit for this role.
3. Optionally, you may include your StrengthsFinder Top–5 Strengths Report and/or Kolbe A Index Assessment results.

Join us on this exciting journey at ProperPlan and play a key role in shaping the future of project management for people worldwide!