Base.com Brighton, England, United Kingdom
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Base.com Brighton, England, United Kingdom
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Base.com is an All-in-One Multi-Channel Management System trusted by thousands of sellers worldwide. It offers proprietary SaaS solutions for merchants that help them scale up, automate, and optimize their businesses across all sales channels.
On top of the best-in-class modules for Order Management, Product Warehousing, Managing Marketplace Listings, and Automating Workflows it offers over 1300+ integrations including Amazon, Allegro, eBay, Etsy, Otto, Kaufland, Idealo, Shopify, WooCommerce, Magento, OpenCart, Deutsche Post, UPS, FedEx, DPD, DHL, QuickBooks, Xero, Slack, Gmail, FreshDesk, and many more. We have already partnered with the most significant global marketplaces and regional leaders.
Our teams operate in Poland and in many countries across Europe, the Americas, and Asia, and we are in the process of expanding into new international markets!
We’re looking for a hands-on, customer-obsessed, and data-driven Customer Success Specialist to join our UK team. In this role, you’ll be responsible for driving customer retention, adoption, and satisfaction across a diverse base of business and enterprise clients. You’ll work cross-functionally to ensure our customers succeed with base.com’s platform, while identifying opportunities for growth and advocacy.
Experience
What You’ll Bring
* 3–4 years of experience in Customer Success, Account Management, or client-facing roles in a B2B SaaS environment.
* Excellent communication and relationship management skills — written, verbal, and virtual.
* Strong analytical skills with the ability to interpret customer data and generate insights.
* Experience using CRM, ticketing, and lifecycle automation tools (HubSpot preferred).
* Comfortable managing multiple priorities in a fast-paced, customer-first culture.
* Experience working with e-commerce, logistics, or marketplace platforms.
* Understanding of customer lifecycle metrics (e.g., NPS, CSAT, churn, expansion MRR).
* Background in customer segmentation, growth campaigns, or onboarding programs.
Tasks
What You’ll Do
* Own the post-onboarding lifecycle for a portfolio of SMB and enterprise customers.
* Drive product adoption, retention, and growth through proactive customer engagement strategies.
* Develop and manage scalable Customer Success playbooks tailored to customer segments and business goals.
* Measure and improve customer health using product usage data, feedback, and account intelligence.
* Lead business reviews, training sessions, and value delivery conversations.
* Identify and address churn risks while partnering with sales and support to deliver solutions.
* Be the voice of the customer internally — synthesising feedback into actionable insights for product and leadership teams.
* Maintain up-to-date documentation, records, and dashboards using tools like HubSpot, Excel, or BI platforms.
Our offer
* Attractive paycheck/salary
* Working with our own Base.com product - we decide how we want to develop
* Significant autonomy and very high growth potential
* Collaboration and experiences with our international teams growing around the world
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service, Information Technology, and Marketing
* Industries
IT Services and IT Consulting and Advertising Services
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