Customer Success Manager

Description

• Customer Success Manager
• Retail & Ecommerce Tech/SaaS
• Remote-first: occasional travel to London and client meetings

Our client is a leading SaaS platform helping global retailers and consumer brands drive growth through high-performing mobile apps.

They are looking for a commercially focused Customer Success Manager to own a portfolio of global clients, strengthen senior relationships and help customers get greater value from the platform.

What the Customer Success Manager will be doing:

• Own the full client relationship across retention, renewals and upselling
• Build relationships with senior stakeholders across ecommerce, digital, marketing and IT
• Create app growth strategies aligned with each client’s wider commercial goals
• Use performance data to provide clear, actionable recommendations
• Deliver executive business reviews and track agreed KPIs
• Increase platform adoption and identify opportunities to grow account value
• Proactively manage performance issues and protect against churn

What the Customer Success Manager should bring:

• 2+ years’ experience in Customer Success, Account Management or a similar client-facing role
• Experience within SaaS, ecommerce or retail technology
• A proven track record of managing renewals, retention and upselling
• Confidence working with senior stakeholders at Director and VP level
• An analytical mindset and the ability to turn performance data into commercial recommendations
• Familiarity with Google Analytics or similar platforms would be beneficial
• A proactive, organised approach to managing multiple client accounts

What the Customer Success Manager will get in return:

A base salary circa £50,000 + uncapped commission, remote working, private healthcare, 25 days holiday + bank holidays and more...