John Shepherd
Solihull, West Midlands
Oct 11, 2025
Full time
Customer Success Manager We believe great outcomes, begin with great people. Welcome to John Shepherd, a trusted name in property across the Midlands. Now part of Lomond, the UK's leading property group and recently named one of the Sunday times best places to work, John Shepherd combines extensive local insight across with the resources of a wider network. Our experienced team is here to guide people through every step of buying, selling, or letting their home. We are looking for a Customer Success Manager to join us in our Solihull office. The Customer Success Manager will be responsible for developing and implementing strategies to enhance tenant, landlord, and client satisfaction, reducing churn and maximising long term occupancy, income, and portfolio growth. A key focus will be on engaging with landlords who may be considering leaving the agency, ensuring concerns are addressed and relationships strengthened to retain their business. What is in it for you; Health & Wellbeing - Access to our smart spending app with discounts at 900+ retailers, wellbeing resources, free counselling, and a Virtual GP service. Learning & Development - We'll support your professional growth with funded qualifications and over 90 in house training programmes. Holidays & Enhanced Leave - Up to 28 days' holiday plus bank holidays, your birthday off, the option to buy extra days, and enhanced family friendly leave (Neonatal, maternity, paternity, adoption & IVF). Lifestyle Perks - Cycle2Work scheme, Smart Tech scheme for the latest gadgets, and celebrations for long service. Security & Support - Life assurance cover to protect your loved ones. What the role looks like; Conduct exit interviews with departing landlords to understand pain points and create win back opportunities. Track landlord and tenant churn rates, identifying trends and risks early. Prepare retention reports for senior leadership. Work closely with finance and lettings teams to forecast the impact of retention Design and implement strategies to improve renewal rates for leases and contracts. Identify landlords who have served notice or indicated dissatisfaction and implement tailored strategies to retain their business. Proactively engage with landlords through regular reviews, portfolio performance updates, and value add services. What we are looking for; Experience in property/lettings management, landlord relations, or client retention, within the property sector is essential. Strong relationship management and negotiation skills. Ability to de-escalate issues and win back landlord confidence. Commercial awareness of lettings market dynamics and landlord motivations. At John Shepherd, diversity and inclusion are at the heart of what we do. We welcome applicants from all backgrounds, nationalities, abilities, and perspectives. We're also committed to ensuring an inclusive and accessible recruitment process. If you require any adjustments or support during the application or interview stage, just let us know - we'll be happy to help. Join us and experience a workplace that truly values you.