Senior Customer Success Manager - eCommerce / Fashion Tech Start-up

Senior Customer Success Manager / Customer Success Manager

eCommerce Tech | High-Growth Scale-Up

London (Hybrid – 2 days/week)

To £75k + Bonus + Equity

The Opportunity

We’re partnering with a high-growth, founder-led eCommerce technology business redefining how premium and luxury brands engage customers online.

This is a high-impact, commercially-led Customer Success role, working closely with leadership to shape how Customer Success evolves as the company scales.

You’ll own a portfolio of high-value brand partners, driving performance, retention, and growth through a blend of relationship management, commercial thinking, and data-led insight.

What This Role Really Is (and isn’t)

This is not a high-volume CSM role.

• Small portfolio of high-value accounts (£100k–£600k+)
• Depth of relationship, not surface-level account management
• Acting as a trusted advisor to senior stakeholders
• Driving commercial outcomes, not just service delivery

What You’ll Be Doing

• Owning relationships end-to-end (onboarding → growth → retention)
• Leading strategic conversations and QBRs with senior stakeholders
• Identifying and unlocking revenue opportunities
• Turning data into clear, commercially actionable insight
• Influencing product and business decisions through client feedback

What They’re Looking For

• Experience managing a small number of high-value accounts (not 50+)
• Strong track record of owning relationships and driving growth
• Confident communicator—able to lead, challenge, and influence
• Commercially minded and comfortable with data and performance metrics
• Clear career progression and increasing responsibility
• Experience in a startup, scale-up, or fast-paced environment

Backgrounds That Fit Well

• eCommerce / Shopify agencies
• eCommerce SaaS / retail tech platforms
• Strategic account management within digital or performance agencies

What Won’t Work

• High-volume account management backgrounds
• Junior profiles managing small-value clients
• Highly corporate, process-driven environments

Why Join

• Work directly with leadership in a scaling business
• High ownership and real commercial impact
• Opportunity to shape the Customer Success function
• Clear pathway to Head of Customer Success
• Equity upside in a business with strong momentum

In Short

A role for someone who thrives on depth, ownership, and commercial impact - not volume or process.