Customer Success Manager

Job description

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…