Senior Customer Success Manager
This is a fixed term role, ideally starting on 6th July 2026.
LoyaltyLion is a leading loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.
About the role
As a Senior Customer Success Manager, you’ll work hand in glove with a portfolio of cutting edge brands, ensuring they continuously recognise the impact our product delivers.
You’ll also work closely with our Onboarding, Support and Account Management teams to drive our Net Retention Rate by delighting our customers, demonstrating recurring impact, spotting and mitigating churn risks, securing renewals and uncovering upsell opportunities throughout the entire customer lifecycle.
Key responsibilities:
- Deliver a best in class experience to our brands. Build strong relationships and demonstrate recurring impact.
- Manage multiple touch points to keep clients engaged and informed
- Advise brands on loyalty strategy and optimisation opportunities to get the most out of their program
- Discuss return on investment and the impact driven by our program
- Support brands in adopting new features and participating in product beta testing
- Proactively gather feedback and utilise our established feedback channels to share it, to improve our product and service
- Continuously improve our offering by actively spotting opportunities to improve our current processes
- Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer events
- Partner with our Onboarding team to ensure the seamless transition into Customer Success
- Partner with our Support team to ensure client queries are responded to and rectified quickly
- Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey
- Confidently forecast NRR performance, fully mitigate any ‘at risk’ clients and support upsells
About you
You're an experienced Customer Success or Account Manager, with 2+ years' experience in SaaS businesses. You bring fantastic written and verbal communication skills and the ability to adapt your style for any audience - whether that's day-to-day platform users, or c-suite executives at our largest brands. You'll also have a commercial mindset, and will feel confident discussing ROI and the tangible impact software can have in a brand context. Lastly, you'll be a seasoned relationship builder who's equally comfortable managing internal stakeholders as you are external ones, across a variety of disciplines. Underpinning it all, you are highly organised, detail-oriented, and a solutions-focused team player who leans into collaboration and takes initiative in finding smarter, more efficient ways to work.
Sound like you? Please get in touch!