Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and makes them exciting, productive, and vibrant places to work.
Equiem started with two employees and one building in 2011. Today, we have 100+ staff, and our app lives in 800+ buildings worldwide, including many of the world’s most recognisable skyscrapers and campuses.
THE ROLE
We are seeking an experienced and dynamic Customer Success Manager (CSM) to join our London-based team. As a CSM at Equiem, you will play a pivotal role in ensuring our customers maximise the value of our Proptech solutions. You will work closely with our diverse portfolio of clients, helping them achieve their business objectives, and forging strong, long-lasting relationships.
Where you’ll spend your time
- Client Launch: Support new client launches, ensuring a great first experience using Equiem's products and high initial registrations and user engagement.
- Account Management: Develop and maintain relationships with a portfolio of key clients, understanding their unique needs and business objectives, and working closely with them to unlock the full potential of our products.
- Product Expertise: Become an expert on our Proptech solutions and guide clients in utilising these tools effectively, translating their needs into actionable solutions.
- Client Training: Provide training sessions and workshops to clients, both in person and virtually, ensuring they are proficient in using our products and can independently leverage the full suite of features.
- Proactive Support: Monitor client usage, analyse product adoption data, and proactively identify opportunities to enhance their experience and drive ongoing value.
- Issue Resolution: Act as a point of contact for client inquiries and coordinate with cross-functional teams to resolve issues promptly, ensuring client satisfaction.
- Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.
- Feedback and Improvement: Gather client feedback and communicate it to our product development teams for continuous improvement.
- Customer Advocacy: Encourage clients to become advocates, sharing their success stories and referrals.
- Market Awareness: Stay updated on industry trends and market developments to better serve clients and provide strategic insights.
IS IT YOU?
- 3+ years in Customer Success, Account Management, or related roles within the technology or property industries.
- Fluent in German or French (C1 level) - This role involves working closely with clients in German-speaking or French-speaking markets.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Demonstrated ability to manage multiple clients and prioritise tasks effectively.
- Proficiency in using CRM and customer success tools.
- Willingness to travel occasionally for client meetings (UK/DACH/France region)
- Self-motivated and results-driven.
- A go-getter attitude, a solutions-based approach, and enthusiasm for fostering positive relationships.
- If you have the initiative to take ownership of a task, embrace change, are super flexible in a fast-paced environment, and are looking to work in a small team that will challenge AND support you... let's talk.
OUR CULTURE
You’ll be joining a team of bright, talented, driven individuals who love to excel and deliver great work; who celebrate wins together and prioritize time to socialize and connect; an inclusive and energetic environment, with teammates who support and encourage; a space where your ideas are always welcome, and you have the trust, autonomy and freedom to own your role and make a real impact.
WHAT’S IN IT FOR YOU?
In return, we offer a fun, cohesive and flexible working environment with a team that thrives on achieving the ambitions we aim for, plus :
- Opportunities to grow your career in a global company
- Highly competitive compensation package
- The ability to create lasting impressions and meaningful relationships
- Private Health Insurance
- We think the day you were born is a special day, so celebrate and take the day off...and still get paid! Don’t celebrate your birthday; let’s agree on an alternate day that has special meaning to you.
- Ability to purchase additional Paid Holidays
- Participate and be recognised with our Q Awards
DIVERSITY & INCLUSION
As a company, we genuinely embrace diversity and inclusion on a day-to-day basis. So much so that to us, this goes without saying. For our hiring process, however, this means that all candidates are accessed based on role requirements, regardless of race, colour, religion, gender, sexual orientation, national origin or on the basis of disability. If you require assistance to be included in our process, please contact [email protected], quoting the job title and reference number.
HOW TO APPLY
We move quickly, and applications close at our discretion, so if you don’t want to miss out, apply today!
We respect the time it takes to apply to roles, appreciate your interest in Equiem, and will respond to all applications.
What We Do
Equiem is the global leader in commercial tenant experience technology.
The firm works with leading property owners and managers in the global real estate industry to breathe life into their buildings, by transforming them from mere brick and mortar structures into vibrant, connected and engaged communities with services and experiences that enrich lives.
Equiem’s market-leading app, used by 170,000 people across 60 million sq ft (5.5 million square metres) of commercial real estate worldwide, helps landlords attract and retain occupiers, deliver seamless tenant communication, supercharge onsite retail and services, and unlock additional asset value across their portfolios. With comprehensive, easy-to-use dashboards, Equiem’s app also offers the most advanced tenant analytics in the market, providing clients with rich, actionable intelligence that drives smarter, more effective tenant engagement.
Founded in 2011, Equiem has offices in Europe, Australia, the USA, and the UK. Clients include the likes of Canary Wharf Group, Lincoln, Dexus, Lendlease, Knight Frank, and Brookfield.
