Alto Software Group is a B2B SaaS company which 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.
