Customer Experience Manager

Customer Experience Manager

Gerrards Cross or Remote

Do you want to help shape software that affects thousands of lives?

We are ranked as the UK's #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.

If you are looking to build an exceptional career with an award-winning company you've come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of equality isn't just the right thing to do, it improves every aspect of our business.

Purpose

The Customer Experience Manager (CEM) is responsible for ensuring the long-term success and satisfaction of Causeway's high-value software customers. This role is critical in helping customers realize tangible value from their investment, supporting their journey from onboarding through adoption to outcome achievement. The CEM acts as a trusted advisor and advocate, aligning Causeway's products and services with the customer's strategic goals to maximize software utilization and ROI.

Responsibilities

Customer Success Management

• Drive measurable business outcomes for customers through the effective use of Causeway's software solutions.
• Own and manage the customer journey from onboarding through to maturity, ensuring timely value realization.
• Lead software adoption efforts to ensure customers embed Causeway solutions effectively into their processes.

Value Realisation & Outcome Achievement

• Collaborate with customers to define success criteria, objectives, and key performance indicators (KPIs).
• Continuously track, analyze and communicate progress toward these outcomes.

Relationship Management

• Develop strategic relationships with key stakeholders in the customer's organization.
• Act as the primary point of contact and trusted advisor for your portfolio of accounts.
• Monitor and improve customer satisfaction, ensuring CSAT and NPS targets are achieved.

Customer Segmentation & Specialisation

• Support customers segmented by industry and product specialism, bringing deep contextual knowledge to engagement strategies.
• Tailor customer experience approaches based on segment-specific best practices and challenges.

Proactive Engagement & Issue Resolution

• Identify and address risks to customer success proactively.
• Collaborate cross-functionally with Sales, Support, Product, and Services teams to resolve issues, escalate as needed, and maintain customer confidence.

Advocacy & Feedback

• Encourage customer advocacy through case studies, references, and participation in user communities.
• Capture and relay customer feedback to internal teams for product and service improvements.

Skills, Experience and Qualifications

Essential Skills

• Strong understanding of customer lifecycle management and customer success frameworks.
• Ability to analyze and communicate complex information clearly and concisely.
• Excellent interpersonal and stakeholder management skills.
• Confident facilitator with experience in driving customer workshops or review meetings.
• Commercial acumen and experience working with enterprise-level clients.
• Experience in SaaS, PropTech, or ConstructionTech sectors.
• Prior experience with CS platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Familiarity with CSAT, NPS, and Time-to-Value methodologies.

Success Metrics

• Time to Value: Reduction in time from onboarding to first value delivered.
• Customer Outcomes: Achievement of pre-defined success metrics for each customer.
• Adoption Metrics: Increased depth and breadth of software usage across customer accounts.
• Customer Satisfaction: Achieve and maintain target CSAT scores.
• Net Promoter Score (NPS): Improvement in NPS across assigned accounts.
• Retention & Growth: High renewal rates and growth through upsell and cross-sell opportunities.

Customer Experience

Our customer-centric approach is founded on fostering positive relationships, striving to instill confidence and satisfaction in every interaction. We actively seek and value regular feedback to drive ongoing service improvement. Our team embodies passion, drive, and determination, ensuring a commitment to achieving successful outcomes for our customers. Communication is executed warmly and effectively, prioritizing accurate responses to all queries. We take pride in consistently delivering exceptional customer experiences, not only to encourage retention but also to foster a culture of referrals that speaks to the quality and reliability of our services.

What you get from us:

If you're looking to build an exceptional career with an award-winning company you've come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.

Our team is everything, so we'll take good care of you. In fact, we give well-being the same priority as our other business goals. We're strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.

Our Values

We are United. As part of a team, we're better together.

We are Agile. Be the change, we're on a journey.

We are Trusted. Do the right thing, we own this.

We are Driven. Get stuck in, we make it happen.

Benefits

As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We've selected just a few of the many benefits available below to show you how we take care of our Causeway stars.

• 25 days annual leave + public holidays, increasing with length of service.
• 4% matched pension.
• Income protection and life assurance.
• Access to our award-winning benefits platform.
• We take mental health seriously and have a dedicated EAP available 24/7.
• £100 allowance towards a fitness club.
• Dell discounts.
• Private Medical Insurance.
• Paid study leave + volunteering days.
• Car Scheme.

Like all responsible companies Causeway is aware of the need to recognize the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognize that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.