Job Summary
30Seconds Group is transforming resident communication within apartment buildings by helping property managers, managing agents, and freeholders directly engage with residents through a modern hardware and software communication platform.
Traditionally, residential property communication has relied on post, paper notices, email, and resident portals - methods that often achieve limited engagement and leave significant communication gaps between property managers and residents. This challenge is amplified by the high proportion of sublet properties, where managing agents frequently only hold landlord contact details rather than direct resident information.
30Seconds Group solves this problem by providing an integrated hardware and SaaS platform that enables highly visible, real-time communication with residents directly within apartment buildings. The platform also plays an increasingly important role in supporting resident engagement obligations under the Building Safety Act, helping clients improve communication, operational efficiency, and resident safety.
Due to strong product market fit and exceptionally low customer churn, the Customer Success Manager role is focused on maximising customer value through successful onboarding, platform adoption, engagement, retention, and long-term account growth.
The Customer Success Manager will act as a trusted advisor to customers, helping managing agents and freeholders fully utilise the 30Seconds platform to improve resident communication and operational outcomes across their portfolios.
This role is responsible for driving customer success by:
- Supporting onboarding and implementation
- Driving platform usage and adoption
- Building strong customer relationships
- Identifying opportunities to increase engagement and value
- Supporting retention and long-term customer satisfaction
- Acting as the voice of the customer internally
The successful candidate will work cross-functionally with sales, operations, and leadership teams to ensure customers achieve measurable value from the platform while contributing to the continued growth and reputation of 30Seconds Group.
Responsibilities
- Manage a portfolio of customer accounts and act as the primary post‑sales contact
- Support onboarding and implementation of new customers
- Ensure customers successfully adopt and use 30Seconds Group products
- Build strong relationships with client stakeholders
- Monitor customer health metrics and engagement levels
- Proactively identify risks to retention and address issues early
- Work closely with Sales, Product, and Support teams to resolve customer challenges
- Identify opportunities for upsell, cross‑sell, and account expansion
- Lead regular customer check‑ins and performance reviews
- Internal project Ownership and departmental efficiencies
Requirements
- 2–5 years experience in Customer Success, Account Management, or client‑facing roles
- Strong relationship management and communication skills
- Ability to manage multiple accounts and priorities
- Problem‑solving mindset and proactive approach to customer needs
- Experience using CRM or customer success tools (e.g., HubSpot, Salesforce, Gainsight, Monday)
Preferred Experience
- Experience working in SaaS, technology, or digital service environments
- Experience in Property management would be an added benefit.
- Experience managing B2B clients
- Ability to interpret usage or engagement data to inform customer strategy
Key Competencies
- Customer‑centric mindset
- Strong organisational and time‑management skills
- Analytical thinking
- Collaboration across teams
- Clear and confident communication
Pay: £34,000.00-£40,000.00 per year
Benefits:
- Company pension
- Work from home
Work Location: Hybrid remote in Manchester
