Job Specifications
Alto Software Group is a B2B SaaS company that powers more than half of all UK housing transactions each year. We create software solutions that connect businesses and consumers, delivering a one-stop shop for estate agents and home builders. Our goal is to drive efficiency, speed up transactions, reduce risk, and improve the end-customer experience.
While we're not a startup, we operate with a startup mindset. We're looking for people who share this mentality and are ready to tackle big ambitions. This is a fast-growing and exciting business going through significant change, and there's never been a better time to join us.
The Customer Success Specialist is a critical, revenue-generating role focused entirely on maximizing the value and utilisation of our platform within our existing customer base. You will be responsible for driving customer adoption and increasing Annual Recurring Revenue (ARR) through upselling and cross-selling new modules.
Working closely with the Customer Success, Partner and Marketing teams, you will ensure our current customers are fully aware of and leverage the entire portfolio of products, services, and partnerships available to them.
This role requires a structured, consultative approach to understand the evolving needs of independent estate agency businesses and position Alto's solutions as the continuous partner for growth and efficiency.
Key Responsibilities
Strategic Upsell & Cross-Sell Revenue: Focus exclusively on proactive, outbound engagement with current clients to grow revenue share. Identify and close opportunities across the entire range of additional Alto products, services, modules, and package upgrades
Strategic Opportunity Planning: Act as the subject matter expert on all new product modules, and develop and execute strategic plans to target high-potential accounts, introducing new solutions to solve their emerging business challenges in a consultative manner
Consultative Selling & Value Reinforcement: Handle escalations or complex queries from high-value clients where a commercial opportunity (upsell/cross-sell) can solve their root problem. You will consultatively diagnose client needs and re-demonstrate product value, transforming potential churn risks into growth opportunities by positioning a more comprehensive solution
Own the entire lifecycle of the sales process from generation of demand through to conducting high value demonstrations of our products, to closing opportunities.
System & Process Management:
Maintain a highly organized and accurate sales pipeline in Salesforce, clearly logging all engagement, identified opportunities, and account health information
Collaborate cross-functionally to ensure a smooth customer experience from opportunity to close
Own commercial-related enquiries to completion, ensuring a positive outcome that reinforces value
Customer Engagement & Coverage:
Ensure a comprehensive and proactive client engagement coverage model is in place to engage with all allocated existing customer accounts on a scheduled basis
Demonstrate quality customer engagement, maintaining a high degree of business acumen and continuous product awareness
Knowledge & Collaboration:
Continually develop your product, market, and competitor knowledge to confidently discuss Alto's product suite, attending internal/external training as appropriate
Maintain effective communication links with all other internal teams & departments (especially Customer Success Managers, Marketing, and Partner Management) to ensure a unified customer experience
Requirements
Essential skills
Experience in B2B Account Growth/Upsell/Renewal: Proven experience in a consultative sales role focused on growing revenue from an existing customer base (not new business)
Customer Value Focus: Outstanding organisational and time management skills that allow you to manage your own time effectively, balance a large client base, and work to tight deadlines while delivering positive customer outcomes
Adaptability & Drive: Ability to be flexible and comfortable in a fast-moving, performance-led environment, adapting quickly to change. Self-motivated and results-orientated
Presentation Skills: Proven ability to deliver clear, structured software demonstrations that highlight value, handle live Q&A and adopt the flow based on customer needs.
Communication: Communicating effectively with both internal and external customers and engaging constructively in team meetings
Minimum intermediate IT skills in Google Slides/Sheets or Powerpoint/Excel
Desired skills
Knowledge of the property, software, or digital media background
Proven track record of working cross-channel with a varied product portfolio
To be successful, you will:
Be willing and able to work as part of a team, sharing best practice with colleagues
Be passionate about delivering positive customer experiences whilst driving revenue results through upsell and cross-sell
Demonstrate personal commitment to improving one's own
About the Company
We've recently renamed our wider business to 'Houseful', which is why the name might be new to you. By doing so, we can now showcase the breadth of our brands and connected capabilities that are driving progress in the property industry.
Houseful is the leader in residential property software, data and insight - owning and operating a family of trusted and established brands, including Zoopla, Hometrack, Prime Location, Mojo, Alto and Calcasa.
It also means that when you work for one of our brands, you're part of somethin...
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