Job Location: CADS UK, Broadstone (near Poole), Dorset, BH18 8AX
Job Type: Full-Time (Hybrid working available)

Company Overview:

SMART Scaffolder is part of CADS Software, with a rich 50-year history of software innovation in the construction industry. And over 20 years in Scaffolding specifically.

SMART Scaffolder is the leading software solution for the scaffolding industry, providing powerful tools that help businesses streamline their processes, enhance safety, and increase productivity. As we continue to expand, we are looking for a passionate and proactive Customer Success Specialist to join our dynamic team. This role will focus on optimizing customer onboarding, improving retention, and driving additional sales opportunities in collaboration with our sales team.

Role Overview:

As a Customer Success Specialist, you will play a pivotal role in ensuring our customers realize maximum value from SMART Scaffolder software. As well as ensuring churn is maintained at minimal levels. Reporting to the Sales lead & Product Owner, You will take ownership of the onboarding process, building lasting relationships with our customers while identifying opportunities to expand their use of our solutions. Working closely with the sales team, you will contribute to upselling and cross-selling efforts, helping customers unlock the full potential of our platform.

Key Responsibilities:

• Collaborate with cross-functional teams to understand project requirements and specifications.
• Develop comprehensive test plans and test cases based on functional and non-functional requirements.

Personal Qualities

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Detail-oriented with a commitment to delivering high-quality results.
• Ability to quickly learn about the business domain that our applications support and employ this domain knowledge into improving the QA processes.
• Ability and desire to take on mentoring, with the potential to grow into a Senior QA/Test Lead position.

Essential skills and experience

• Customer Onboarding, Retention & Success
• Guide new customers through the onboarding process, ensuring a smooth transition to using SMART Scaffolder products.
• Develop tailored onboarding plans to address customer needs and use cases.
• Host training sessions (both one-on-one and group) to educate customers on the software’s features and best practices.
• Monitor and report on customer engagement and adoption metrics, intervening as needed to ensure customer success.
• Serve as the primary point of contact for new customers, providing ongoing support and building strong, trusting relationships.
• Proactively identify and address risks of customer churn through regular check-ins, health assessments, and support.
• Collect and analyse customer feedback to inform product improvements and feature development.
• Collaboration with 1^st and 2^nd line support
• Collaborate closely with the sales team to identify upselling and cross-selling opportunities within the existing customer base.
• Proactively identify methods to maximize lifetime customer value.
• Develop and maintain customer resources, including onboarding guides, FAQs, and knowledge base articles.
• Stay up to date with software updates and industry trends to act as a trusted advisor for customers.
• Suggest and implement process improvements to enhance the customer experience.

Qualifications & Skills

Experience: 2+ years in a customer success, account management, or related role, preferably within the SaaS industry. Alternatively Scaffold industry specific experience can be considered.

Technical Skills: Comfortable using CRM tools (e.g. Microsoft Dynamics) and onboarding software (e.g Userflow). Familiarity with SMART Scaffolder or similar software is a plus.

Communication: Exceptional verbal and written communication skills, with the ability to explain complex concepts in an accessible way.

Problem-Solving: Strong analytical skills with a proactive approach to identifying and resolving customer challenges.

Collaboration: Proven ability to work cross-functionally with sales, support, and product teams.

Customer-Centric: A passion for delivering exceptional customer experiences and driving customer success.

Why Join Us

Be part of an innovative, market-leading software company transforming the construction industry.

Work in a supportive and collaborative environment where your contributions make a real impact.

Competitive salary and benefits package, including opportunities for professional growth and development.

How to Apply:

To apply, please submit your CV and a brief cover letter outlining your experience and interest in the role to Jonathan.Threadgold@Cads.co.uk

We look forward to welcoming you to the SMART Scaffolder team!

Note: SMART Scaffolder is part of CADS: CADS – Global Construction Software and Services – CADS UK)