Customer Success Associate

Who and what are we doing?

Revolutionising commercial real estate. One transaction at a time.

At Kato, we’re building the infrastructure to digitise how commercial property is marketed, negotiated, and transacted. No more endless email chains, clunky PDFs, or manual processes, just fast, secure, end-to-end digital workflows that connect every stakeholder in one unified platform.

And it's working: 80% of the UK commercial real estate market already uses Kato. Now we’re growing fast across Europe, across product lines, and across new customer segments.

We’re hiring a Customer Success Associate to join our London team on a maternity cover contract. We want someone who’s passionate about delivering great experiences and making tech work for people. In this role, you’ll support some of the UK’s top real estate agencies and global firms, help onboard new clients, and be part of a team that’s reimagining how commercial deals get done.

📍 London - 4 days in-office, Fridays from home

📆 Maternity cover (contract role) - July start date

💰 Competitive salary

What you’ll be doing:

As a Customer Success Associate, you’ll work closely with our Senior Customer Success Managers to ensure our clients are fully supported, trained, and succeeding with Kato. You’ll be focused primarily on Tier 3 and 4 accounts but also contribute to strategic efforts across our enterprise client base. You’ll also occasionally collaborate with our Implementation Manager on onboarding new enterprise clients.

Day-to-day, that means:

• Owning Tier 3 & 4 relationships: Be the face of Kato for a wide range of agency clients. Support their adoption, troubleshoot issues, and help them get the most out of the platform.
• Driving engagement: Deliver training, provide personalised support, and proactively monitor account health to reduce churn and drive retention.
• Supporting enterprise strategy: Collaborate with Senior CSMs to gather usage data, customer feedback, and key insights to inform long-term client strategies.
• Platform expertise: Become a go-to internal expert on how Kato works. Understand how our customers use it and how we can make that even better.
• Onboarding assistance: Support data migrations, account setup, and client-specific needs when bringing new enterprise customers onto the platform.
• Cross-functional collaboration: Work with Sales, Product, Support, and Implementation to deliver a seamless customer experience and identify expansion opportunities.

What we’re looking for

• Experience in a client-facing role, ideally in SaaS, PropTech, or commercial real estate.
• A strong communicator you’re confident in leading customer conversations, running demos, and responding clearly to questions.
• Naturally proactive and organised you spot problems early, manage multiple projects, and know how to prioritise.
• Comfortable working cross-functionally and managing relationships with both internal stakeholders and external clients.
• Curious, coachable, and eager to grow within a fast-paced scale-up environment.
• Bonus if you have experience with onboarding or implementation, or knowledge of the commercial property market.

What success looks like

You’ll be helping us drive measurable results across:

• Positive Net Revenue Retention (NRR) for Tier 3 & 4 clients
• Strong client engagement and meeting metrics
• High Customer Satisfaction (CSAT) scores
• Solid account health and platform usage rates

We’ll support you to succeed with clear metrics, regular feedback, and all the tools and training you need.

What’s in it for you?

• Work at the cutting edge of commercial real estate and technology
• Hands-on exposure to some of the biggest names in global real estate
• Join a scale-up with strong traction and massive opportunity ahead
• A collaborative, ambitious, and friendly team
• Work-from-home Fridays and pro-rata 25 days’ holiday
• Dog-friendly Soho office, with snacks, coffee, lunches, and socials
• Apple laptop and full software setup provided

This is a maternity cover role with the potential to evolve as we grow. If you’re driven by impact, enjoy solving problems, and love working with customers we’d love to hear from you.