Customer Success Manager

Customer Success Manager, London

£45,000- £50,000 plus benefits

Hybrid (2 Days in Office, usually Wed and Fri)

About the Role

We are seeking a commercially minded and customer-focused Customer Success Manager to join a growing SaaS business operating within the digital marketing and eCommerce technology sector. This role is responsible for managing a portfolio of enterprise and mid-market clients, helping them maximise value from a customer acquisition and engagement platform while driving measurable improvements in performance, retention, and revenue growth.

The successful candidate will combine strategic account management, customer success best practices, and commercial ownership to build strong client relationships, deliver measurable outcomes, and identify opportunities for growth and expansion. You will work with an exciting portfolio of well-known global brands across retail, fashion, consumer electronics, and lifestyle sectors, including AllSaints, Dyson, Samsung, Puma, and other recognised international organisations.

Key Responsibilities

• Act as a trusted advisor to clients, understanding their business objectives, challenges, and growth opportunities.
• Own and manage a portfolio of SaaS customers, driving platform adoption, engagement, retention, and customer satisfaction.
• Build strong relationships with key stakeholders across marketing, eCommerce, CRM, and digital teams.
• Lead onboarding and implementation activities, ensuring customers achieve value quickly and effectively.
• Develop success plans that align platform capabilities with customer objectives and KPIs.
• Monitor programme and platform performance, proactively identifying optimisation opportunities.
• Conduct regular customer meetings, Quarterly Business Reviews (QBRs), Annual Reviews, and strategic planning sessions.
• Analyse performance data and customer health metrics to deliver actionable recommendations.
• Support customers in improving acquisition, engagement, retention, and customer lifetime value outcomes.
• Drive adoption of new features, functionality, and product enhancements.
• Own renewal conversations and contribute towards Net Revenue Retention (NRR) targets.
• Identify opportunities for upselling, cross-selling, and account expansion.
• Partner with customers to ensure long-term success, value realisation, and contract renewal.
• Maintain accurate account plans, forecasts, and customer success documentation.
• Collaborate closely with Sales, Product, Technical Support, Marketing, and Finance teams to deliver exceptional customer experiences.
• Act as the voice of the customer, providing feedback that informs product development and service improvements.
• Support the continuous improvement of customer success processes, playbooks, and best practices.

Ideal Candidate Experience

• 2–5 years' experience in Customer Success, Account Management, Client Services, or Digital Marketing.
• Previous experience working within a SaaS environment is essential.
• Experience managing B2B SaaS customers throughout the customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Exposure to eCommerce technology, performance marketing, CRM, loyalty, referral marketing, or customer engagement platforms would be highly beneficial
• Proven track record of managing and growing customer accounts while achieving retention and revenue objectives.
• Strong understanding of SaaS customer success methodologies, customer health metrics, retention strategies, and value-based account management.
• Knowledge of eCommerce and digital marketing principles, including acquisition, conversion, retention, and customer lifetime value.
• Comfortable working with data, reporting, and performance metrics to drive recommendations and business outcomes.
• Strong commercial awareness with the ability to identify growth opportunities within customer accounts.
• Excellent stakeholder management, presentation, and communication skills.
• Highly organised with the ability to manage multiple clients and competing priorities.
• Customer-focused and consultative in approach.
• Commercially minded with strong business acumen.
• Proactive, accountable, and solutions-oriented.
• Collaborative and adaptable, thriving in a fast-paced, scaling business.
• Motivated by delivering measurable outcomes for customers and the business.

What We Offer

• Opportunity to work directly with globally recognised brands including AllSaints, Samsung and Puma, and other leading international organisations.
• Exposure to a high-growth SaaS and technology environment.
• The opportunity to influence customer success strategy and contribute to business growth.
• Clear progression opportunities within a growing Customer Success function.
• A collaborative culture that values ambition, ownership, innovation, and continuous development.

We encourage applications from individuals who may not meet every requirement but can demonstrate the skills, potential, and mindset needed to succeed in the role.