Customer Success Executive

Alto Software Group creates software solutions that connect businesses and consumers, powering more than half of all UK housing transactions each year.

We deliver a one-stop shop for estate agents and home builders to drive efficiencies, speed up the transaction while reducing risk, improve end-customer experiences, stay ahead of regulatory changes and unlock new areas for business growth. 

While we are not a start-up we have a start-up mindset set and want our people to operate with this mindset so that we can achieve our ambitions. 

As a Customer Success Executive at Alto Software, you will be responsible for managing and developing relationships with our clients within the Property Industry. You will act as a trusted advisor, ensuring customers are fully leveraging Alto’s platform to meet their business objectives. This role requires a proactive approach in driving customer satisfaction, renewals, and upsell opportunities while collaborating with internal teams to provide a seamless client experience.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for an assigned portfolio of clients.
• Build and maintain strong relationships with key decision-makers and stakeholders, understanding their business goals and how Alto Software can support them.
• Conduct regular check-ins, reviews, and business analysis to ensure client satisfaction and identify opportunities for additional value.

Retention & Account Growth:

• Lead contract renewals and identify upsell/cross-sell opportunities to maximise account value and revenue growth.
• Develop and execute strategies to mitigate churn, identifying at-risk clients and taking proactive steps to address their concerns.
• Provide consultative advice, demonstrating how new features or upgrades can solve clients’ emerging challenges.

Client Onboarding & Enablement:

• Manage the onboarding process for new clients, ensuring a smooth and efficient transition onto the Alto Software platform.
• Provide personalised training sessions and resources to ensure clients are empowered to use the platform to its full potential.
• Troubleshoot initial implementation issues and collaborate with internal teams to resolve client queries or technical concerns.

Collaboration & Advocacy:

• Act as the voice of the customer within Alto Software, relaying client feedback to product development and customer success teams to help shape future enhancements.
• Partner with the product and development teams to ensure customer needs are addressed in new releases and product updates.
• Work closely with sales, marketing, and support teams to deliver a cohesive customer experience.

Reporting & Data Analysis:

• Monitor and report on client account health, usage metrics, and satisfaction levels.
• Provide insights and data-driven recommendations to help clients improve their performance using Alto’s platform.
• Track and manage key performance indicators (KPIs) such as renewal rates, NPS scores, and customer engagement.

What We’re Looking For

• Experience in sales, account management, customer success, or relationship management, preferably within the SaaS or property industry.
• Strong understanding of SaaS business models and the software implementation lifecycle.
• Proven track record of managing client relationships and driving account growth.
• Excellent communication, presentation, and problem-solving skills.
• Highly organised with strong time management and attention to detail.
• Can-do attitude and a desire to continuously learn and improve.
• Ability to analyse data and generate actionable insights for clients.
• Proficient in CRM tools (e.g., Salesforce) and familiar with account management software.