WHO WE ARE

At Serac Group, we’re your trusted partner in planning, construction, and AI-driven innovation. Our cutting-edge technology empowers professionals to streamline processes and make smarter decisions. Our suite of solutions includes:

• Serac Tech - A SaaS platform automating outreach to nationwide construction projects, enabling clients to uncover high-value opportunities.
• Planda- Advanced AI models that analyse billions of data points to predict and rationalise planning application outcomes.
• Ibex - The UK’s leading API for planning application data, trusted by industry leaders across construction, PropTech, legal, and insurance.
• Rafter - Project management software tailored for contractors, optimising workflows and enhancing efficiency.

From assessing development potential to connecting businesses with the right clients at the right time, we’re redefining PropTech. Join us to be part of the next wave of innovation.

ABOUT THIS ROLE

At Serac Group, we’re looking for a proactive and people-focused Customer Success Executive to join our growing team. You’ll be the first point of contact for new clients. Leading onboarding, delivering training, and ensuring they get the most out of our products from day one. You will be reporting to our Head of Customer Success, you’ll play a key role in our assisted plan, supporting users with everything from refresher sessions to day-to-day queries.
Organisation, attention to detail, and strong communication will be essential, especially when handling challenging conversations with empathy and confidence. This role is ideal for someone who loves building relationships, thrives in a collaborative environment, and brings a “let’s make it happen” mindset. You’ll work closely with the wider CS team while also shaping the customer experience independently.

KEY RESPONSIBILITIES

• Client onboarding – Lead onboarding sessions to ensure new users are set up for success and confident using Serac Tech from the start.
• Training & support – Deliver training (initial and refresher) tailored to client needs, and act as a trusted point of contact for ongoing questions or challenges.
• Customer communication – Proactively manage client relationships, checking in regularly and handling any issues with empathy, clarity, and care.
• Problem solving – Tackle client issues with a calm, solutions-focused mindset. Resolving queries quickly and effectively while improving the overall customer experience.
• Assisted plan involvement – Play a key role in our assisted plan, providing hands-on support and ensuring high-value outcomes for participating clients.
• Process ownership – Keep internal systems and customer records up to date, ensuring seamless handovers and consistent experiences.
• Team collaboration – Work closely with the Customer Success team and report directly to the Head of Customer Success to improve workflows and the client journey.
• Client retention & engagement – Spot opportunities to deepen engagement, improve retention, and surface customer feedback to help shape future product development.