Senior Customer Success Manager – eCommerce Technology

The Company

London / Hybrid working model

A UK software start-up with ambitious growth plans, this is an opportunity to join an exciting SaaS ecommerce technology platform that enables retailers and brands to create highly personalised customer journeys through the use of AI/ML solutions. The customer base includes household name retail and eCommerce brands which continues to expand; this is an excellent role for somebody looking to join a UK SaaS platform at the beginning of their journey.

The Role

The Senior Customer Success Manager will join the team in a key role, working as a trusted advisor and relationship manager with a portfolio of strategic customers and partners. Working closely with the leadership team, there is also a clear path to team management and leadership as the business scales in the short to medium term.

Responsibilities will include:

• Responsibility for several large enterprise customers (between 5-10 accounts), ensuring that each customer is gaining maximum value from the solution
• Delivering and demonstrating outstanding results for customers from go-live
• Pro-actively identifying ways of improving the products and services we deliver
• Driving improvements to help secure long term contracts and uplift
• Building & maintaining rapport with both the customers’ commercial and technical contacts
• Expanding our footprint in the account
• Working with our Product and Development teams to identify and prioritise changes to the roadmap based on customer feedback

About You

In order to hit the ground running in the Senior Customer Success Manager role, you will most likely bring the following skills and experience:

• Previous experience in a customer success or client success role working with eCommerce, marketing technology or content marketing solutions
• Exceptional commercial acumen with proven experience maintaining and growing relationships
• Take a logical and organised approach to problem solving, asking appropriate questions to facilitate the collection of information required
• Organised, able to meet deadlines and work on many things at once
• Articulate and possess excellent communication skills
• A team-player who is able to work unsupervised
• A desire to be part of a challenging environment in a fast growing tech company