Customer Success Manager at Plentific in London, England, United Kingdom | Kablio

Role

Description

feature rollout

client onboarding

kpi tracking

adoption monitoring

training delivery

escalation management

Coordinate & implement feature introductions and monitor usage post-launch.
Ensure timely responses to client requests and internal follow-ups.
Raise and track escalations effectively with internal stakeholders, ensuring accountability and follow-through.
Track client KPIs and ensure Plentific’s value is documented and shared regularly.
Schedule and conduct periodic client operational meetings to maintain momentum and address key actions.
Monitor adoption metrics and intervene when usage trends decline, using data-driven insights to identify issues early and resolve root causes.
Oversee client onboarding and implementation workstream for small/medium clients, including project planning, milestone tracking & reporting, stakeholder management, and risk management.
Identify upsell opportunities and liaise with the Strategic Account Director to support growth initiatives.
Collaborate closely with cross-functional teams including Product, Support, Onboarding, and Implementations to resolve issues and solutionise challenges.
Support the Strategic Account Director by attending QBRs from an operational perspective, providing KPI data, insights, and recommendations for improvement.
Ensure end users understand core functionality, workflows, and use cases - delivering training to clients on all available Plentific modules.
Develop and maintain clear governance structures for client engagement (e.g., QBRs, MBRs, operational meetings, training), tailoring cadence and content to each stakeholder group.
Build trusted client relationships at all levels - operational through to executive - ensuring alignment, buy-in, and stakeholder engagement throughout the customer journey.

Requirements

salesforce

stakeholder mgmt

project mgmt

process improvement

data analysis

communication

Comfortable owning processes from initiation to resolution.
Familiarity with CRM and CSM platforms (e.g., Salesforce, Planhat).
Solution-oriented, with the ability to “get into the weeds” of the product features to troubleshoot and problem-solve effectively.
Strong stakeholder management skills, able to adapt approach to different audiences - from operational users to senior executives.
Confident in managing multiple concurrent projects, with proven ability to oversee & manage delivery workstreams, identify dependencies and mitigate delivery risks.
A mindset focused on process improvement and cross-functional collaboration.
Comfortable owning processes from initiation to resolution, with a mindset focused on process improvement and cross-functional collaboration.
Demonstrated ability to leverage data and insights to spot risks early, track adoption trends, and drive measurable outcomes.
Excellent communication skills, both verbal and written, to engage effectively with clients and internal teams.
Prioritise workloads effectively to manage multiple client accounts and deliver timely, high-quality support.
Strong attention to detail to ensure accuracy in client interactions, issue resolution, and documentation.

Benefits

25 days annual holiday
Season ticket loan, Cycle to work, Electric vehicle and Techscheme programs
Referral bonus and charity donation if someone you introduce joins the company
Flexible working environment including the option to work abroad
Company-sponsored lunches, dinners and social gatherings
Enhanced parental leave
Life insurance (4x salary)
A competitive compensation package
Private health care for you and immediate family members with discounted gym membership, optical, dental and private GP
Employee assistance program
Work abroad scheme
Fully stocked kitchen with drinks, snacks, fruit, breakfast cereal etc.
Pension scheme
Learning management system powered by Udemy
Company volunteering day and charity salary sacrifice scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Bridging the gap between property management and technology, the platform revolutionizes facilities management.
With a robust platform, operations are simplified, optimizing workflows across residential, commercial, and industrial sectors.
The flagship software integrates seamlessly, providing efficient tools for property management and maintenance.
Expanding globally, the company provides innovative solutions tailored to the specific needs of the built environment.
Specialized in optimizing cost, compliance, and quality within property and facilities management, the approach reshapes the industry’s property management practices.
Solutions are used across numerous sectors, streamlining operations with real-time reporting, service management, and contractor coordination.
Growing influence transforms property management by offering smarter, more scalable solutions for everyday facilities management challenges.

Culture + Values

Customer obsession: We are passionate about creating better outcomes for our customers.
Innovation: We foster a culture of continuous improvement and innovation, embracing new technologies and ideas.
Collaboration: We work together as one team, sharing knowledge and resources to achieve shared goals.
Integrity: We act with integrity, ensuring honesty and fairness in all of our relationships and decisions.
Ownership: We take responsibility for our actions, leading with accountability and transparency.

Environment + Sustainability

By 2030

Net-Zero Target

Aim to achieve net-zero carbon emissions by the year 2030.

Committed to reducing environmental impact through various sustainability initiatives.
Focused on decreasing energy consumption and enhancing operational efficiency.
Working to minimize waste and adopt circular economy principles in the supply chain.

Inclusion & Diversity

Plentific is committed to building a diverse and inclusive workplace.
The company has set specific targets for gender diversity in its leadership roles and across all departments.
Plentific tracks and reports on diversity metrics to ensure progress towards its inclusion goals.
They have implemented various programs to support women in leadership and to provide equal opportunities for all employees.

Articles

Careers

About Us

Role

Description

feature rollout

client onboarding

kpi tracking

adoption monitoring

training delivery

escalation management

Coordinate & implement feature introductions and monitor usage post-launch.
Ensure timely responses to client requests and internal follow-ups.
Raise and track escalations effectively with internal stakeholders, ensuring accountability and follow-through.
Track client KPIs and ensure Plentific’s value is documented and shared regularly.
Schedule and conduct periodic client operational meetings to maintain momentum and address key actions.
Monitor adoption metrics and intervene when usage trends decline, using data-driven insights to identify issues early and resolve root causes.
Oversee client onboarding and implementation workstream for small/medium clients, including project planning, milestone tracking & reporting, stakeholder management, and risk management.
Identify upsell opportunities and liaise with the Strategic Account Director to support growth initiatives.
Collaborate closely with cross-functional teams including Product, Support, Onboarding, and Implementations to resolve issues and solutionise challenges.
Support the Strategic Account Director by attending QBRs from an operational perspective, providing KPI data, insights, and recommendations for improvement.
Ensure end users understand core functionality, workflows, and use cases - delivering training to clients on all available Plentific modules.
Develop and maintain clear governance structures for client engagement (e.g., QBRs, MBRs, operational meetings, training), tailoring cadence and content to each stakeholder group.
Build trusted client relationships at all levels - operational through to executive - ensuring alignment, buy-in, and stakeholder engagement throughout the customer journey.

Requirements

salesforce

stakeholder mgmt

project mgmt

process improvement

data analysis

communication

Comfortable owning processes from initiation to resolution.
Familiarity with CRM and CSM platforms (e.g., Salesforce, Planhat).
Solution-oriented, with the ability to “get into the weeds” of the product features to troubleshoot and problem-solve effectively.
Strong stakeholder management skills, able to adapt approach to different audiences - from operational users to senior executives.
Confident in managing multiple concurrent projects, with proven ability to oversee & manage delivery workstreams, identify dependencies and mitigate delivery risks.
A mindset focused on process improvement and cross-functional collaboration.
Comfortable owning processes from initiation to resolution, with a mindset focused on process improvement and cross-functional collaboration.
Demonstrated ability to leverage data and insights to spot risks early, track adoption trends, and drive measurable outcomes.
Excellent communication skills, both verbal and written, to engage effectively with clients and internal teams.
Prioritise workloads effectively to manage multiple client accounts and deliver timely, high-quality support.
Strong attention to detail to ensure accuracy in client interactions, issue resolution, and documentation.

Benefits

25 days annual holiday
Season ticket loan, Cycle to work, Electric vehicle and Techscheme programs
Referral bonus and charity donation if someone you introduce joins the company
Flexible working environment including the option to work abroad
Company-sponsored lunches, dinners and social gatherings
Enhanced parental leave
Life insurance (4x salary)
A competitive compensation package
Private health care for you and immediate family members with discounted gym membership, optical, dental and private GP
Employee assistance program
Work abroad scheme
Fully stocked kitchen with drinks, snacks, fruit, breakfast cereal etc.
Pension scheme
Learning management system powered by Udemy
Company volunteering day and charity salary sacrifice scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Bridging the gap between property management and technology, the platform revolutionizes facilities management.
With a robust platform, operations are simplified, optimizing workflows across residential, commercial, and industrial sectors.
The flagship software integrates seamlessly, providing efficient tools for property management and maintenance.
Expanding globally, the company provides innovative solutions tailored to the specific needs of the built environment.
Specialized in optimizing cost, compliance, and quality within property and facilities management, the approach reshapes the industry’s property management practices.
Solutions are used across numerous sectors, streamlining operations with real-time reporting, service management, and contractor coordination.
Growing influence transforms property management by offering smarter, more scalable solutions for everyday facilities management challenges.

Culture + Values

Customer obsession: We are passionate about creating better outcomes for our customers.
Innovation: We foster a culture of continuous improvement and innovation, embracing new technologies and ideas.
Collaboration: We work together as one team, sharing knowledge and resources to achieve shared goals.
Integrity: We act with integrity, ensuring honesty and fairness in all of our relationships and decisions.
Ownership: We take responsibility for our actions, leading with accountability and transparency.

Environment + Sustainability

By 2030

Net-Zero Target

Aim to achieve net-zero carbon emissions by the year 2030.

Committed to reducing environmental impact through various sustainability initiatives.
Focused on decreasing energy consumption and enhancing operational efficiency.
Working to minimize waste and adopt circular economy principles in the supply chain.

Inclusion & Diversity

Plentific is committed to building a diverse and inclusive workplace.
The company has set specific targets for gender diversity in its leadership roles and across all departments.
Plentific tracks and reports on diversity metrics to ensure progress towards its inclusion goals.
They have implemented various programs to support women in leadership and to provide equal opportunities for all employees.

Articles

Careers

About Us