Enterprise Customer Success Manager
UK
We’re partnering with one of the most exciting commerce technology businesses in the global grocery and retail space as they expand their Customer Success team across Europe.
This is a rare opportunity to join a high-growth, product-led technology company that powers digital commerce experiences for major grocery and retail brands internationally.
The business is looking for a senior, commercially minded Customer Success professional to become their first dedicated Customer Success hire in Europe supporting enterprise retail partners across the region.
This is not a traditional reactive CSM role.
The successful person will operate as a strategic advisor to enterprise retailers, helping customers maximise platform performance, drive commercial outcomes, influence adoption strategy, and navigate complex operational and product conversations.
You’ll work closely with senior stakeholders on both the customer and internal side, partnering with Product, Operations, Sales and Implementation teams globally.
What You’ll Be Doing
* Own strategic relationships with enterprise grocery and retail customers across Europe
* Lead onboarding, adoption, launch readiness, operational reviews and ongoing growth conversations
* Deliver executive-level business reviews focused on commercial performance and platform value
* Act as a trusted advisor to retail stakeholders, influencing decision-making and long-term strategy
* Partner cross-functionally with Product and Engineering teams to advocate for customer priorities
* Analyse platform performance data and connect insights to business outcomes including growth, adoption and operational efficiency
* Support customers through escalations, change management and evolving platform initiatives
* Operate autonomously within a globally distributed team environment
What They’re Looking For
* 6+ years’ experience within Customer Success, Strategic Account Management or Enterprise Account Management
* Strong experience working with enterprise customers within SaaS or platform-based technology businesses
* Grocery e-commerce, retail technology or digital commerce platform experience is highly desirable
* Experience within adjacent sectors such as loyalty, digital promotions, fulfilment technology, marketplace platforms or retail operations would also be valuable
* Strong executive communication and stakeholder management skills
* Ability to influence both customers and internal cross-functional teams
* Commercial mindset with the ability to connect technology performance to measurable business impact
* Comfortable operating independently within a scaling international environment
* Technically engaged and capable of understanding platform configuration, workflows and product evolution
Why This Role?
* First Customer Success hire in Europe with genuine ownership and visibility
* Opportunity to work with major enterprise retail brands
* High-growth international technology environment
* Strategic, commercially impactful role with strong exposure to leadership
* Remote-first setup with international collaboration
* Opportunity to shape processes and customer strategy as the business scales
This role would suit someone who thrives in fast-moving environments, enjoys building trusted customer relationships at senior level, and wants to play a visible role in the growth of a leading commerce technology platform.