Enterprise Software Customer Success Manager

Zutec is a fast-growing technology company, providing cloud-based software for the construction property industry. Zutec’ offers best of breed solutions for Document Management, Quality Management, Handover Management and Asset Management. Today we have digitised over 35 million building documents, 1.5m+ building units, powering £250bn in building assets across the UK and Ireland. Our user-friendly and secure cloud-based software and mobile solutions save asset owners, contractors, housebuilders and developers time and money while meeting compliance throughout the building lifecycle.
We are a global company with offices in London & Dublin. It is an exciting time to join Zutec as we are progressively growing our team, providing opportunities for further career development and advancement for high achievers. 

The Role

Reporting to the Head of Customer Operations, the Enterprise Software Customer Success Manager will be responsible for ensuring our most strategic enterprise customers achieve measurable value and long-term adoption of Zutec's solutions.
This is a customer relationship and adoption-focused role - it is not a sales or commission carrying position. You will be the strategic partner for your accounts, spending meaningful face time with customers, building senior relationships, and helping them embed Zutec software into their core workflows. 

You will act as the internal bridge, working closely with Account Management, Product, Onboarding/Services, and Support teams to ensure customers are supported across their lifecycle.

Specific duties include:

• Own the customer relationship post-onboarding, driving adoption, satisfaction, and long-term retention.
• Design adoption plans with customers, leveraging and adapting content from Marketing, Onboarding, and our Knowledge Base - and working with those teams to create new content where needed.

• Deliver high-level demos of Zutec's core solutions to illustrate adoption use cases during QBRs and customer sessions.
• Monitor usage and user journeys, identify risk signals, and take proactive action to address adoption challenges.
• Define, measure, and communicate customer ROI/value plans.
• Capture and analyse customer feedback (NPS, CSAT) and drive actions internally to improve the customer experience.
• Build strong stakeholder networks across customer organisations - from C-suite sponsors to project managers and day-to-day users.
• Lead and facilitate Quarterly Business Reviews (QBRs), ensuring cross-functional participation.
• Act as the customer voice internally, sharing feedback with Product and collaborating on roadmap alignment.
• Partner closely with Account Management to complement their commercial strategy - aligning on renewals, account health, and the customer relationship.
• Collaborate with Onboarding/Services to support smooth handovers and ensure configuration needs are captured.
• Work with Support to track escalations, identify trends, and ensure resolution aligns with customer expectations.

What are we looking for?

You're passionate about customer relationships and know how to embed software into complex organisations. You thrive on building trust, showing value, and being hands-on with customers.

Must-Haves

• 5-7+ years' experience in Customer Success for B2B enterprise software.
• Strong enterprise software experience - able to competently demo core use cases to customers.
• Proven ability to design adoption plans and drive measurable customer value.
• Excellent stakeholder management: confident engaging with C-suite, operations leaders, and day-to-day end users.
• Strong commercial awareness - understands how Customer Success drives renewals, retention, and long-term account health.
• Analytical mindset: able to use data, adoption metrics, and ROI modelling to inform actions and tell the value story.
• Experience working in dynamic, scaling businesses - adaptable, flexible, and comfortable with change.

Nice-to-Haves

• Knowledge of construction technology (ConTech), PropTech, or asset management platforms.
• Experience in regulatory or compliance-driven industries.
• Background in workflow-driven SaaS (e.g., project management, compliance, asset management).
• Familiarity with Jira and Microsoft Office (Excel/PowerPoint/Teams).
• Experience with Customer Success platforms and a strong plus if you have owned or led the selection/implementation of a CS platform

Behaviours / Traits

• Customer-obsessed: you build strong, trust-based relationships and prioritise customer success above all else.
• Relationship builder: you invest face time with customers, understand their challenges, and create champions across the organisation.
• Proactive problem solver: you anticipate risks and act early to maintain healthy adoption and account stability.
• Credible communicator: you can represent Zutec externally with confidence and authority.
• Flexible and collaborative: you partner cross-functionally and adapt quickly to change.

Success in this role will be measured by:

• Customer retention and churn outcomes
• User adoption and stickiness across accounts
• Overall account health and customer sentiment

• Opportunity to work across cutting-edge SaaS, mobile, and ML-driven technologies
• Collaborative, growth-focused environment with modern DevOps practices
• Competitive compensation and benefits
• Flexibility: hybrid/remote options depending on role
• Career development in quality engineering, DevOps, and ML Ops

Zutec has a fantastic benefits package which is regularly reviewed and updated. Our benefits cover health and wellbeing, culture and career development. Some of our benefits include:

• Private healthcare
• Life Assurance
• Cycle to work scheme
• Enhanced Maternity/Paternity Leave
• Employee Assistance Programme
• Annual bonus opportunity
• Professional studies subscription
• Hybrid working
• Summer and winter company parties
• A very competitive holiday allowance
• Charity and volunteering days
• Access to mental health first aiders
• Company Pension scheme

Throughout Zutec, our people contribute a powerful blend of talent, knowledge and experience that is embodied within the solutions and services we offer. Our core corporate values can be summed up by the acronym DATA – we like to say we’re a ‘DATA’-driven company. 

Different - We celebrate diversity. Being bold enough to question convention is crucial to finding better ways to operate. We build on the unique strengths and ideas of our people to create solutions.

Agile - Technology never stands still, and neither do we. We are always on the lookout for new ways to do things and help our customers derive more value from their business and data to maintain a cutting edge.

Transparent - We are clear and open in the way that we function and communicate. We advocate respect and transparency to get the best from our colleagues, clients and industry regulators. Better visibility empowers better insights and decisions.

Achievement - We are passionate about outcomes and continual improvement. And we know these things matter to our people and our customers, so we focus on development. We help all our stakeholders gain tangible, measurable benefits that contribute towards quality and growth. 

At Zutec, our commitment to diversity and inclusion is at the core of who we are and what we do. We know that having diverse and inclusive teams has a positive impact on our business and customers and helps to generate better ideas to solve the complex problems of an ever-changing world. Being different is central to our DATA values, where we celebrate diversity and build on the unique strengths of our people. We know we’re all equally different, so no matter who you are, how you think, or where you’re from – you are welcome here!