Customer Success Manager

Reapit – Who are we?

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In the United Kingdom and Ireland, Reapit’s market-leading technology product suite provides estate and lettings agents with powerful tools covering lead generation, sales, lettings, property management, block management, client accounts, key management and analytics, underpinned by a robust, security infrastructure.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you’ll be doing

Reporting to the Customer Success Team Manager, you’ll be involved in:

• Identify, develop and maintain a unique understanding and working relationship with each customer within a set portfolio.
• Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability
• Work together with the Customer Success team and the wider business to ensure Customers receive a fully aligned service and that they benefit from a cohesive and valuable service
• Support Customer service excellence through regular meetings and calls, ensuring SLAs are consistently met and Customer expectations are exceeded at every opportunity, in order to maintain Customer retention along with outstanding Customer Satisfaction scores
• Support the Head of Customer Success in the delivery of department objectives, thus ensuring effective delivery of key strategic items for both our Customers and Reapit
• Demonstrate model behaviours and a focus on excellence to develop strategies that drive Customer satisfaction levels
• Pro-actively identify Customers’ present and future needs and manage delivery expectations of these
• Monitor Customer data and product utilisation to ensure that our business can meet Customer demands and allow us to factor for any additional resource where required
• Identify upsell opportunities through consultation to solve Customer business needs and ensure Reapit maximises on additional revenue streams
• Ensure retention of existing business to keep in line with the Company’s strategy and revenue forecasts and maintain market share
• Document Customer calls and meetings using directed toolset in line with Customer Engagement model

Who we’re looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

• Minimum 5 years spent in estate agency or prop-tech

• Comfortable managing complex stakeholder groups, including senior decision-makers

• Confident working with data to tell a story, shape decisions and influence outcomes

• Strong commercial awareness with the ability to spot upsell/cross-sell opportunities and drive account growth

• Experience navigating product feedback loops — capturing insights, validating themes and partnering with Product to shape the roadmap

• Ability to manage tricky situations with calm, clarity and a solutions-first mindset

• Experience leading customer-facing initiatives such as user groups or webinars

What your impact and success looks like

As a Reapit Customer Success Manager we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

• Build a solid understanding of our full product suite and the solutions we offer
• Get to grips with our internal processes and be well underway with our learning programme
• Be familiar with our internal processes and at an advanced stage through our internal learning system

Within 3 months:

• Take ownership of your own customer portfolio
• Run a user group or webinar, showcasing how end users can get the most from our products
• Understand the team’s quarterly objectives and actively contribute towards them

Within 6 months:

• Show strong relationship-building across your customer portfolio, supported by clear account plans for each customer
• Demonstrate real added value through your product knowledge and the outcomes you’ve driven
• Display the right level of analytical ability to gather data, produce insights and recommend meaningful solutions

What’s in it for you?

We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:

• 5.5% employer pension contribution
• 20 days annual leave (plus a day for your birthday) increasing by a day for every year worked (capped at 24 days)
• Business permitting, we’re closed over Christmas, to give you time back to your friends and family
• Formal and in-house training for your L&D plus access to Go1 – the worlds largest online learning library
• Health benefits including Gym Flex, annual flu vaccinations and many others
• Season ticket loan
• Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
• Opportunity to participate in retail benefits and savings via our Benefits partner, Zest!

Don’t tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.

We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.