Senior Customer Success Manager
Senior Customer Success Manager EMEA
Enterprise SaaS
Customer Data Platform & eCommerc
e
Locatio n: London (On-site 4 days a wee
k)Typ e: Full-ti
meOvervi
ew
This platform underpins some of the most advanced customer engagement strategies globally, trusted by leading enterprise brands such as Airbnb, Spotify, NBCUniversal, JetBlue, Marks & Spencer, and ASOS. Operating at significant scale, it processes billions of transactions each year and enables real-time interactions for hundreds of millions of consumers. Backed by a global organisation of 700+ employees across North America, EMEA, and APAC, the business combines the pace of a high-growth scale-up with the backing and infrastructure of a well-established international company. Deeply embedded within clients’ technology stacks, it acts as a mission-critical layer for managing and activating customer data — powering everything from acquisition and onboarding through to retention, personalisation, and lifetime value optimisati
on.
The product suite combines best-in-class capabilities across real-time data collection and unification, streaming infrastructure, audience segmentation, and AI-driven personalisation and decisioning. What sets this apart is the combination of two highly complementary platforms — one focused on customer data infrastructure, the other on ecommerce monetisation and real-time relevance — creating a uniquely powerful, end-to-end solution. Still early in its combined journey, the business is experiencing strong momentum, with growing demand from enterprise customers looking to better leverage data, AI, and personalisation to unlock new revenue opportunit
ies.
Following a recent strategic merger, we have combined best-in-class capabilities across data infrastructure, AI, and ecommerce to create a truly differentiated platform. The business is scaling rapidly, now powering billions of transactions annually and enabling hundreds of millions of customer interactions for some of the world’s most recognisable consumer br
ands.This is a unique opportunity to join a company at an inflection point - where product innovation, market demand, and commercial momentum are all accelera
ting.
Why This Opportunity Stan
- ds Out
Operates in the high-growth CDP and data activation market, one of the most in-demand areas - in SaaSA market-leading platform trusted by global enterprise
- brandsStrong product-market fit, with clear ROI for customers (driving revenue, retention, and personalisation at
- scale)Backed by advanced AI and machine learning capabilities, enabling real-time deci
- sioningSignificant post-merger momentum, unlocking new cross-sell opportunities and accelerating
- growthExposure to complex, high-value enterprise customers and strategic us
e cases
The Role
As a Senior Customer Success Manager or Customer Success Manager (there are 2 roles), you will own and grow relationships with a portfolio of strategic enterprise customers acr
oss EMEA.You will act as a trusted advisor, helping customers unlock the full value of a powerful data platform while driving adoption, expansion, and long-term success. This is a highly commercial CSM role with clear impact on revenu
e growth.
Key Respon
- sibilities
Build deep, trusted relationships with senior stakeholders across enterpri - se accountsPartner with customers to define and execute data-driven success strategies aligned to bus
- iness goalsDrive adoption of the platform by enabling high-impact use cases across marketing, product, and
- data teamsIdentify and deliver expansion opportunities across products, features, an
- d use casesLead strategic business reviews, demonstrating ROI and aligning on future g
- rowth plansCollaborate closely with Sales, Solutions, and Product teams to deliver a seamless customer
- experienceAct as the voice of the customer internally, influencing product
innovation
- Requirements
3+ years in Customer Success, Account Management, or Solutions Consulting within en - terprise SaaSExperience working with large, complex, glo
- bal customersStrong understanding of data, martech, CDPs, or adjacent techni
- cal platformsCommercially minded with a track record of driving retention
- and expansionStrong stakeholder management, including executive-lev
- el engagementAbility to translate data and platform capabilities into tangible busi
- ness outcomesComfortable operating in a fast-paced, high-growt
h environment
What Succ
- ess Looks Like
High retention and expansion across ente - rprise accountsStrong platform adoption and measurable cu
- stomer outcomesGrowth in strategic, high-
- value use casesLong-term, trusted partnerships
with customers
Culture &
- amp; Environment
High-performance, high-growth environment wit - h strong momentumCollaborative, ambitious, and produc
- t-focused cultureClear progression opportunities in a
- scaling businessStrong emphasis on innovation, owne
rship, a
- nd impact
Benefits
Competi - tive salary + bonusE
- quity participationEnhanc
- ed benefits packageOpportunity to work with le
- ading global brandsExposure to cutting-edge AI
and data technology
Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support