Customer Experience Manager

@ Causeway Technologies

Customer Experience Manager at Causeway Technologies

Gerrards Cross or Remote

Do you want to help shape software that affects thousands of lives? Causeway Technologies is the UK’s #1 construction specific software player. Our mission is to deliver market leading end-to-end software solutions to the construction and related industries across the entire build life cycle.

Who We Are

We are an award-winning company with teams in the UK, Europe, and India. We are undertaking a large-scale digital transformation and expansion with a clear roadmap over the next 3 years. We embrace diversity and equality, fostering a culture where employees bring their whole selves to work.

Purpose

The Customer Experience Manager (CEM) is responsible for ensuring the long-term success and satisfaction of Causeway’s high-value software customers. Acting as a trusted advisor, the CEM supports customers from onboarding through adoption to outcome achievement, aligning our software solutions with their strategic goals to maximise ROI.

Responsibilities

• Customer Success Management: Drive measurable business outcomes from software usage, manage the customer journey, and lead adoption efforts.
• Value Realisation & Outcome Achievement: Collaborate to define success criteria, track progress and communicate outcomes.
• Relationship Management: Build strategic relationships, act as the main point of contact, and maintain high CSAT and NPS scores.
• Customer Segmentation & Specialisation: Support industry-segmented customers with tailored engagement strategies.
• Proactive Engagement & Issue Resolution: Identify risks, collaborate with cross-functional teams, and resolve issues efficiently.
• Advocacy & Feedback: Foster customer advocacy through case studies, references, and community engagement while relaying customer feedback for improvements.

Skills, Experience and Qualifications

• Strong understanding of customer lifecycle management and success frameworks.
• Ability to analyse and communicate complex information clearly.
• Excellent interpersonal and stakeholder management skills.
• Experience in facilitating customer workshops and review meetings.
• Commercial acumen with enterprise-level client experience.
• Experience in SaaS, PropTech, or ConstructionTech sectors.
• Familiarity with platforms like Gainsight, Totango, and CRM tools such as Salesforce.
• Knowledge of CSAT, NPS, and Time-to-Value methodologies.

Success Metrics

Key performance indicators include Time to Value, Customer Outcomes, Adoption Metrics, CSAT scores, NPS, and renewal rates with upsell opportunities.

Customer Experience & Company Culture

Our approach focuses on building positive, trust-based relationships and delivering consistent, high-quality customer experiences. We value feedback and continuously improve our service, ensuring that every interaction builds confidence and satisfaction.

Benefits & Work Environment

• 25 days annual leave plus public holidays.
• 4% matched pension scheme.
• Income protection and life assurance.
• Access to an award-winning benefits platform, mental health EAP, fitness club allowance, Dell discounts, private medical insurance, paid study leave, volunteering days, and a car scheme.
• Modern, collaborative offices with hybrid working options.

Key skills/competency

Customer Success, Software Adoption, CRM, Stakeholder Management, SaaS, CSAT, NPS, Onboarding, Strategic Relationships, Digital Transformation.