ESSENTIAL SKILLS

• Strong understanding of customer lifecycle management and customer success frameworks.
• Ability to analyse and communicate complex information clearly and concisely.
• Excellent interpersonal and stakeholder management skills.
• Confident facilitator with experience in driving customer workshops or review meetings.
• Commercial acumen and experience working with enterprise-level clients.
• Experience in SaaS, PropTech, or ConstructionTech sectors.
• Prior experience with CS platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Familiarity with CSAT, NPS, and Time-to-Value methodologies.

CUSTOMER EXPERIENCE

Our customer-centric approach is founded on fostering positive relationships, striving to instill confidence and satisfaction in every interaction. We actively seek and value regular feedback to drive ongoing service improvement. Our team embodies passion, drive, and determination, ensuring a commitment to achieving successful outcomes for our customers. Communication is executed warmly and effectively, prioritizing accurate responses to all queries. We take pride in consistently delivering exceptional customer experiences, not only to encourage retention but also to foster a culture of referrals that speaks to the quality and reliability of our services.

PURPOSE

The Customer Experience Manager (CEM) is responsible for ensuring the long-term success and satisfaction of Causeway’s high-value software customers. This role is critical in helping customers realise tangible value from their investment, supporting their journey from onboarding through adoption to outcome achievement. The CEM acts as a trusted advisor and advocate, aligning Causeway’s products and services with the customer’s strategic goals to maximise software utilisation and ROI.