Customer Success Manager, StuRents
£40-50k
2-5 days a week in office
The UK's leading student accommodation search, property management and data insights platform.
Job no longer available
The UK's leading student accommodation search, property management and data insights platform.
21-100 employees
Job no longer available
£40-50k
2-5 days a week in office
21-100 employees
Company mission
To help students find accommodation quickly and easily.
Role
Who you are
- Experienced Professional: You’re an experienced customer success manager / account manager within the SaaS space, bringing a fresh perspective gained from your previous roles in Proptech. You excel at delivering a first-rate customer experience, underpinned by establishing strong, long-lasting, and mutually beneficial customer relationships
- Raise the Bar: You’ll display great customer success practices and knowledge, sharing with those around you
- Commercially Driven Continuous Improver: You’re naturally curious and excited about using your commercial acumen, critical thinking and deft communication skills to identify and recommend customer improvements. Likewise, you welcome feedback and proactively leverage recommendations to enhance your practice. You’ve acted as a bridge between customers and your internal teams, surfacing impactful insights and adding value with your expertise to drive continuous product and service improvements
- Self-Directed and Organised: You’re self-directed and enjoy multitasking with a knack for organising and prioritising your work effectively. You have a high attention to detail and can spot red herrings with ease
- Proactive Problem Solver: You actively seek and identify potential customer challenges and proactively implement resolutions that set the customer up for success, positioning yourself as your customers’ trusted advisor
- Skilled Communicator: You’re an expert at clear and concise verbal and written communication, prioritisation , and managing professional relationships.You’ve been the advocate for your customers, instinctually increasing their product and industry knowledge, delivering technical, operational advice and empowering, educating and advocating for your company’s products
- Proactive Team Player: You’re a proactive communicator, who is used to working together with colleagues and teams. You have a friendly, personable, and approachable communication style. You are proactively willing and able to communicate and influence people at all levels and teams within the companies you’ve worked for and with your customers
- Growth-Focused: You demonstrate your professional development and growth mindset throughout your career in account management or customer success. You have the desire and ability to thrive in fast-paced, dynamic environments and manage multiple priorities effectively. Your strong passion for customer success and commitment to delivering exceptional service and growth is evident in your track record of growing newly onboarded and existing customers
- Technically Savvy: You are comfortable using some of the more advanced features of gSheets / excel and have extensively used either Hubspot or Salesforce as your CRM
What the job involves
- Serve as the day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, product adoption, and optimisation through technical, operational, relationship, and commercial excellence
- Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, retention and satisfaction
- Review the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals
- Collaborate, problem-solve, and/or strategize with team members on upcoming customer meetings and opportunities
- Establish relationships as a trusted, strategic, and operational advisor to help ensure the continued value of our products and services
- Develop and maintain customer-success strategies and repeatable, scalable best practices
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth plus share learnings
- We all love rolling our sleeves up to keep StuRents an awesome place to work. You'll be a willing participant in one (or more - up to you!) of our cultural clubs, from working with our social club, building and delivering “Lunch-and-Learn” content, or perhaps spearheading your own, like a wellbeing squad
Application process
- 30 min informal chat with Tom (Director) on the phone
- First-round: Interview with Tom (and potentially Ellie / Lewis, our Senior Customer Success Managers) to share more about the role and company and learn a little more about you (~60 mins, remote)
- Second-round: Interview with Tom and Andrea (our people person) to chat about your experience and culture contribution (~60 mins, in-person)
- Third-round: Presentation of a technical assessment that you'll have the opportunity to prepare ahead of time. Interview with Tom, Andrea, Ellie and Lewis (~60-80 mins, in-person)
Salary benchmarks
Our take
StuRents enable students to find accommodation. Having been established in 2008, the company has grown organically since then and now lists over 700,000 rooms in over 100 towns and cities across the UK.
Unlike other rental platforms, like Rightmove and Zoopla, StuRents doesn't just allow agencies to use their platform. Instead, they also accept private landlords and purpose-built student accommodation operators, ensuring a broad range of options are made available to house-hunting students. Ultimately, this has levelled the playing field for these groups to compete for student tenants.
Moreover, StuRents distinguishes itself further by offering an end to end property management software (Concurrent.co.uk) to facilitate the full range of operational needs, such as contract signing, rent collection, referencing and deposit protection.
The data generated by the marketing and end-to-end services also allows StuRents to offer industry-leading research and data insights to institutional clients such as banks, developers and real-estate investors.
Overall, this approach has successfully enabled StuRents to stand out from both the bigger, more established competitors as well as the increasing number of specialist property platforms. Its success is supported by the fact it is now the leading rental platform in the student letting market.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Opportunities to learn
"If I could go back in time, I'd apply for StuRents again. Good team that make a good product, valued by the clients. Every day there's something new..."
Company benefits
- Company pension contributions (with access to increased company pension contribution after 3 years of employment).
- Work from home opportunities (maximum 3 days per week).
- 24 days holiday (excl. bank holidays). Increasing to 26 days after 3 years, an additional day each year thereafter up to 30 days per year.
- Work from abroad for up to 4 weeks a year after 1 year of employment.
- Access to a private practising UK GP plus contributions to annual eye tests & flu jabs.
- 24/7 counselling advice and information line + 6 private therapy sessions.
- Up to £650 per year to invest in your Individual learning after 1.5 years of employment.
- Access to our employee discounts with over 3,000 exclusive discounts and offers.
- Monthly team lunches and quarterly all-company socials.
- £360 allowance for home office desk and chair for remote working.
Company HQ
London, UK
Articles
Leadership
Micheal Rainsford
(Co-Founder)After graduating from Durham, they spent 5 years as a Commodities Trader at Morgan Stanley, leaving this role in 2014 to work on StuRents full time.
Tom Walker
(Co-Founder)Tom spent time at PwC and Merrill Lynch following graduation from Durham University and started working on StuRents in 2014.
Mike Lehan
(Co-Founder & CTO)Mike has been working in Web Application Development for 12+ years. They have a strong desire to train & mentor the next generation of web engineers, and is a regular speaker at meetups & conferences.
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