We are looking for a Customer Success Manager to join our team.

Summary

We are nPlan, a fast-growing, well-funded startup with a mission to revolutionise how construction projects are planned, managed, and executed. Backed by top investors like GV (formerly Google Ventures), we leverage deep learning technology to forecast construction project outcomes, aiming to unlock significant project value worldwide. Join our world-class, well-funded team as we continue our tremendous growth trajectory and pursue ambitious plans for 2025 and beyond.

As a Customer Success Manager you will play a crucial role in our client-facing team, working within the Client Management team to ensure our clients maximise the value they get from nPlan’s products. You will use your expertise in the construction industry, ideally coming from a project controls or construction management background, to help our clients maximise the value they get from nPlan. Your primary responsibility will be to provide exceptional support and seamless product implementation at the client organisation..

• Competitive base salary of £45-£55k (dependent on experience) along with a generous equity package.
• Flexible working hours and locations, with core hours of 10am-3pm GMT Mon-Fri.
• Central London office.
• Enhanced benefits package including private medical insurance, unlimited holiday allowance, and enhanced family and sick leave policies.
• Opportunities for significant ownership and direct exposure to all areas of the business.
• A collaborative, inclusive environment with a commitment to diversity.

About the role:

• Client support and product implementation:
  • Ensure a smooth, efficient, and friction-free journey for clients from onboarding to ongoing support.
  • Regularly assess client satisfaction and work towards enhancing their experience, proactively capturing points of value for clients.
  • Build relationships with the client teams
  • Use your expertise in construction project controls and construction project management to identify where our product help the most and integrate them into the client processes
  • Collaborate with other nPlan teams to improve the client experience.
• Project management:
  • Independently set direction and implement strategy for specific client engagements. Manage multiple clients simultaneously with impeccable organisational skills.
• Product collaboration and feedback:
  • Serve as the voice of the customer internally, creating an effective feedback loop with product and commercial teams.
  • Collaborate with product teams to prioritise impactful product enhancements based on client feedback and strategic alignment.
• Commercial:
  • Work with the commercial team to retain clients and drive expansions.

About you:

• Background in construction project controls or construction management
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Excellent relationship-building skills and a passion for delighting customers.
• Detail-oriented with an interest in technology and its applications in solving real-world problems in the construction industry.
• You have an eye for details. If you’ve read this far, mention the word “crane” in your application :-)
• You have an interest in technology and how it can help solve real world problems in the construction industry.
• You can work from anywhere as long as you are able to come to our London office at least once a month.
• While the role is remote/hybrid, you could be required to travel both within the UK (usually once or twice a month) and internationally for client meetings (usually once or twice a year).

Nice-to-haves:

• Experience in a client-facing or customer success role
• Professional memberships or qualifications in project management.
• Experience in construction planning or risk management
• Degree or qualification in a related field

What working at nPlan will be like:

• We are still a relatively small team so there is plenty of opportunity for a high degree of ownership over different areas of the product, and you will be directly exposed to all areas of the business.
• Your voice will always be heard. What you do or say counts, not who you are or where you're from.
• We have three core values that underlie everything we do: Learn from Everything, Be Radically Truthful, and Aim High, Run Fast. These enable us to create a collaborative, inclusive environment where we can move effectively and efficiently to implement the best solutions.
• We are a cross-disciplinary team, and come from all backgrounds and countries.
• Fantastic benefits package for Health & Wellbeing, Learning & Development, family leave, monthly team meals and more.
• We are committed to addressing the diversity problem in the tech industry, and that starts with making sure we have a diverse team where everyone feels at home and can contribute as an equal.
• Having time to yourself and a private life is important. We offer a very flexible work environment and a generous holiday policy.
• Unfortunately we are unable to provide visa sponsorship for this role.

We are working hard to create a workplace that is inclusive to everyone, no matter their background, or where they are in life. We believe that only a truly diverse place can create great products that serve a wide audience and improve the world.

We believe in equality of opportunities and that's why we make sure that these ideas are reflected in our values, and that we really apply these in all aspects of our company culture.
If you have a need for any adjustments during our interview process, let us know and we will do our best to accommodate them.