Strategic Customer Success Manager
WHO WE ARE
We’re here to drive tech-enabled change for property developers to shape the communities of the future! ️
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…
And that’s where LandTech comes in Since 2014, we’ve been leading the charge
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!
THE ROLE
The Strategic Customer Success Manager is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers.
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.
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.
KEY ROLE ACCOUNTABILITIES
Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.
Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.
Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.
Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.
Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.
Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.
Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.
Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.
Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.
Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.
EDUCATION BACKGROUND & TECHNICAL EXPERIENCE
3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.
Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention).
Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities.
Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives.
Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks.
Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI.
Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap.
Strong familiarity with CRM systems and modern Customer Success tooling
OUR BENEFITS INCLUDE
Competitive Salary + Company Equity Scheme
Remote-First Flexible Working
Private Health and Dental Insurance (with the option to add dependants)
Pension Scheme (company contributions increasing with tenure)
Group Life Assurance of 4 x Salary
27 days Paid Holiday (plus Bank Holidays)
£500 Growth Fund
£200 Remote Working Fund
Flexible Bank Holidays + Unlimited Unpaid Holidays
Company Away Days + Volunteer Charity Day
Reward and Recognition Programme
Anniversary Awards
OUR VALUES
At LandTech we work with:
Accountability
We take ownership of our actions and commitments
Cohesion
We succeed together as one united team
Courage
We embrace challenges, innovate boldly, and lead with confidence
These are our shared values.
They are at the heart of who we are, what we do and how we do it.
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.
Apply Now
We’re here to drive tech-enabled change for property developers to shape the communities of the future! ️
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…
And that’s where LandTech comes in Since 2014, we’ve been leading the charge
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!
THE ROLE
The Strategic Customer Success Manager is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers.
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.
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.
KEY ROLE ACCOUNTABILITIES
Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.
Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.
Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.
Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.
Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.
Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.
Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.
Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.
Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.
Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.
EDUCATION BACKGROUND & TECHNICAL EXPERIENCE
3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.
Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention).
Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities.
Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives.
Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks.
Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI.
Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap.
Strong familiarity with CRM systems and modern Customer Success tooling
OUR BENEFITS INCLUDE
Competitive Salary + Company Equity Scheme
Remote-First Flexible Working
Private Health and Dental Insurance (with the option to add dependants)
Pension Scheme (company contributions increasing with tenure)
Group Life Assurance of 4 x Salary
27 days Paid Holiday (plus Bank Holidays)
£500 Growth Fund
£200 Remote Working Fund
Flexible Bank Holidays + Unlimited Unpaid Holidays
Company Away Days + Volunteer Charity Day
Reward and Recognition Programme
Anniversary Awards
OUR VALUES
At LandTech we work with:
Accountability
We take ownership of our actions and commitments
Cohesion
We succeed together as one united team
Courage
We embrace challenges, innovate boldly, and lead with confidence
These are our shared values.
They are at the heart of who we are, what we do and how we do it.
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.
Apply Now