Customer Success Manager
40 Person Influencer Analytics Saas Scale Up
London/Hybrid
£50-60K + Bonus
We are searching for a passionate data driven Customer Success Manager with start-up experience to join a social media intelligence and influencer analytics platform that transforms cultural data into decision-grade signal. Their clients are global consumer brands including LVMH, Gucci, and Campari, as well as financial institutions. They use the platform to understand brand momentum, cultural trends, and consumer behaviour before it shows up in revenue data.
The new Customer Success Manager will be an integral part of the SaaS business whilst they scale.
Responsibilities:
* Own a portfolio of enterprise accounts across consumer brands and financial institutions, acting as the primary relationship holder and strategic advisor
* Guide new clients through the onboarding process, ensuring they understand and effectively utilise the platform’s features from day one
* Conduct training sessions virtually or in-person to empower clients and their teams to achieve their goals with the company
* Drive retention, expansion, and deep product adoption, ensuring clients extract maximum value from the company's signal infrastructure
* Proactively identify and resolve client challenges, managing escalations with professionalism and a solutions-focused approach
* Act as a liaison between the client and internal teams including product, tech support, and marketing to resolve issues efficiently and close the feedback loop
* Translate complex influencer analytics and cultural trend data into clear, decision-grade narratives for C-suite and analyst audiences
* Experience with or a keen interest in US clients and markets is a plus as the company expands into the US.
Experience:
* 3–5 yrs in customer success from a start up/scale up
* Strong interest in analytics & data
* Enterprise client management and Account Management experience
* Comfortable with data & metrics
* Manages multiple clients in fast-paced environment
* SaaS / subscription model experience
* US market exposure a bonus
* AI literate
* Genuinely interested in social media, cultural trends, and influencer dynamics — not just professionally, but personally
* Passionate and warm manner with clients and colleagues alike
* Ambitious for growth