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Customer Success Manager (Secure Projects)

Asite

Location
Onsite (London, England)
Employment
Full-time
Level
Mid Level
Posted Today

About the role

Asite is a global SaaS provider specializing in secure information sharing and collaboration for the AEC sector. This role serves as the primary relationship owner, driving platform adoption, customer satisfaction, and long-term retention for enterprise clients.

Skills

Customer Success Account Management Stakeholder Engagement SaaS Data Analysis Relationship Management Customer Lifecycle Management BIM Workflows ISO 19650 CDE Platforms Salesforce Gainsight Strategic Account Reviews Onboarding Risk Management Upselling

Full job details

The Role

The CSM is the primary relationship owner for Asite customers within their region, responsible for driving platform adoption, customer satisfaction, and long-term retention. Acting as a trusted advisor, you will help coordinate onboarding, training, and lead strategic account reviews, while proactively identifying risks and opportunities that impact client success.

This role is central to ensuring clients realise measurable value from Asite’s solutions – particularly in the AEC sector, where digital transformation, Common Data Environments (CDEs), and ISO-compliant workflows are key to operational success. You will collaborate closely with Technical and Growth Consultants to ensure customer outcomes translate into commercial growth.

What you'll do

Customer Engagement & Success

  • Lead onboarding sessions and adoption check-ins tailored to client workflows.
  • Deliver Quarterly Business Reviews (QBRs), usage insights, and strategic recommendations.
  • Monitor account health and usage metrics to ensure clients are achieving expected outcomes.

Risk & Opportunity Management

  • Identify risks to adoption or satisfaction and coordinate mitigation plans with internal teams.
  • Partner with Growth Consultants to identify and support upsell, cross-sell, and renewal opportunities.
  • Act as the voice of the customer, escalating feedback to Product and leadership teams.

Cross-functional Collaboration

  • Work with Technical Consultants to resolve platform challenges, implement enhancements, and support client onboarding.
  • Coordinate with Shared Services teams for reporting, documentation, and operational support.
  • Contribute to internal knowledge sharing and customer success playbooks.

Measures of Success

  • Gross Revenue Retention (GRR) and renewal rates across managed accounts.
  • Platform adoption and usage growth over time.
  • Customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
  • Identification and enablement of expansion opportunities.

Qualifications

Essential

  • Eligible & willing to undergo SC (Security Check) clearance
  • 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
  • Strong relationship management and stakeholder engagement skills.
  • Ability to interpret usage data and translate insights into actionable recommendations.
  • Familiarity with enterprise software delivery and customer lifecycle management.
  • Ability and willingness to get relevant security clearance if required.

Desirable

  • Experience supporting clients in construction, infrastructure, or asset management sectors.
  • Understanding of CDE platforms, BIM workflows, or ISO 19650-aligned processes.
  • Exposure to CRM systems and customer success platforms (e.g., Salesforce, Gainsight).
  • Commercial awareness and ability to support growth initiatives.

Behaviours & Attributes

  • Customer advocate with a proactive, solution-oriented mindset.
  • Analytical and detail-focused, with strong organisational skills.
  • Clear communicator, able to engage both technical and non-technical stakeholders.
  • Collaborative and adaptable in a fast-paced, client-facing environment.