Customer Success Specialist (Proptech, B2B SaaS)

About the Company

Alto Software Group is a business-to-business SaaS provider that supports more than half of all housing transactions in the UK every year. Its products help connect businesses and consumers through a single platform for estate agents and home builders, with a focus on improving efficiency, shortening transaction cycles, lowering risk, and creating a better end-customer journey. The company is established, but it expects people to bring a startup-style mindset and work with energy, ownership, and ambition.

The Opportunity

This role is for a Customer Success Specialist who will take senior responsibility for the company’s most important client relationships in the property sector. You will build on the work of a Customer Success Executive by managing higher-value, more complex accounts, acting as a trusted advisor, and helping set the benchmark for customer satisfaction, renewals, and expansion. As a more experienced team member, you will also share effective practices with colleagues and contribute to raising the overall standard of customer success across Alto.

What You’ll Be Doing

Client Relationship Management

• Act as the main contact for a portfolio of higher-value and more complex clients, managing those accounts throughout the relationship.
• Develop trusted relationships with senior stakeholders and decision-makers, learning their business objectives and identifying how Alto can support them.
• Run regular check-ins, account reviews, and business analysis sessions to maintain satisfaction and uncover opportunities to add value.

Retention and Growth

• Own contract renewals and look for upsell and cross-sell opportunities that increase account value and revenue.
• Create and deliver plans to reduce churn by spotting clients at risk and responding early to their concerns.
• Provide consultative guidance that shows customers how new features and upgrades can solve emerging challenges.

Onboarding and Enablement

• Manage the onboarding process for new clients so their move onto the Alto platform is smooth and efficient.
• Deliver tailored training and supporting resources so customers can get the most out of the platform.
• Resolve early-stage implementation issues and coordinate with internal teams to address client questions and technical problems.

Collaboration and Customer Advocacy

• Represent the customer voice within Alto by passing feedback to product and customer success teams to help guide future improvements.
• Work with product and development teams to ensure customer needs are reflected in releases and updates.
• Collaborate with sales, marketing, and support to deliver a consistent customer experience, while sharing best practices with less experienced teammates.

Reporting and Analysis

• Track account health, platform usage, and satisfaction indicators across your portfolio.
• Convert data into practical recommendations that help clients improve their results using the platform.
• Monitor KPIs such as renewal rates, NPS, and customer engagement.

Requirements

• Proven background in customer success, account management, or relationship management, ideally in SaaS or the property sector, with the maturity to handle senior and complex accounts.
• Strong understanding of SaaS commercial models and the software implementation journey.
• Demonstrated success in managing customer relationships and growing account value.
• Excellent communication, presentation, and problem-solving abilities, with confidence when advising senior stakeholders.
• Highly organised with strong time management and attention to detail when handling a busy portfolio.
• A proactive, positive attitude, willingness to keep learning, and openness to sharing best practices with the wider team.
• Ability to analyse information and turn it into clear, actionable insights for clients.
• Comfort using CRM platforms such as Salesforce, along with familiarity with account management tools.

Additional Information

Applicants are encouraged not to rule themselves out if they do not meet every requirement. The key thing is a genuine interest in improving the home-moving and home-owning experience for everyone.

Why Join Alto

This position offers greater ownership, access to the accounts that matter most, direct influence on product development through customer feedback, and the flexibility of a fully home-based role. You will also have the chance to see the impact of your work in renewal performance, account expansion, and the trust customers place in you as their advisor, while helping shape how customer success operates at Alto. With Alto playing a major role in UK housing transactions, this is a strong time to join.

Benefits

• Commission-based OTE
• 25 days of annual leave, plus additional days for length of service
• A paid day for volunteering and a digital detox day
• Festive closure, with the business shut between Christmas and New Year
• Cycle-to-work and electric car schemes
• Free Calm app membership
• Enhanced parental leave
• Financial support for fertility treatment
• Group income protection and private medical insurance
• On-site gym in London
• Company pension contribution of 7.5%
• Talent referral bonus of up to £5,000

Equal Opportunity

Alto Software Group says it is committed to becoming more welcoming, fair, and representative. All applicants are assessed equally regardless of ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability, neurodiversity, family or parental status, or length of unemployment.