Head of Customer Success - Ecom Retail / Fashion Tech - £75-85k + Bonus + Equity - Hybrid
Head of Customer Success - Ecom Retail / Fashion Tech - £75-85k + Bonus + Equity - Hybrid
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Head of Customer Success at a Profitable Seed Stage Fashion Retail Tech Startup. Hybrid. London Based. £75-85k Base + Bonus + £20k Equity. Full Time Permanent.
About This Opportunity
* Top Line: Head of Customer Success role (+ equity) with a fast-scaling (70-100% YoY Growth) fashion retail tech startup that’s transforming the way premium fashion customers shop online.
* You’ll be the go-to commercial partner for some of the UK’s most iconic fashion brands - owning onboarding, driving retention, and expanding usage.
* This is a strategic commercial position at the heart of our growth engine.
* You’ll report into the cofounder, and collaborate closely with our CEO, Head of Sales and Head of Product to shape the CS function that will carry us into international markets and through Series A.
The Problem Our Client Is Solving In The Market
* Let’s face it - shopping online still sucks for most people. And its killing retailer margins.
* UK retail loses £99BN annually to returns. Basket sizes are tiny. Return rates >35%. Repeat purchases? Rare.
* We solve that with our innovative “Try Before You Buy” experience.
* Customers try items at home, pay only for what they keep. It’s fast, premium, and incredibly sticky.
* Brands see bigger orders, lower return rates, and deeper retention.
* That’s why Paul Smith, ME+EM, RIXO, Nobody’s Child, Victoria Beckham and more are on board.
About Our Exclusive Client You’ll Be Joining
* Value Statement: We help time-poor customers shop with confidence by delivering the worlds most convenient, personalised, and enjoyable shopping experiences - wherever they choose to shop.
* Vision for the Future: Were pioneering the future of shopping while building one of the industry’s next great companies. Continuous innovation drives how we serve customers, retailers, employees - and the planet.
* Team Size: A high-performing team of 10, growing fast.
* Metrics: <1% churn. 90% NRR (targeting 130%+ with your help).
* Growth Path: Pre-Series A now. International expansion and Series A funding round coming next.
So Thats Enough About Us, Why Should You Join & Why Now?
* You’ll own some of the UK’s most premium brand relationships
* You’ll be the strategic voice helping ecommerce heads understand our true impact
* You’ll design and lead how CS scales - from 1:1 check-ins to scalable reporting and automation
* You’ll help launch new marquee partners like Mint Velvet and Monica Vinader
* You’ll step into a business that’s moving fast - positioned for U.S. expansion, strong investor backing, and serious market tailwinds
Year 1 Expectations (Heres What Success Looks Like):
* Seamlessly onboard and grow usage across new flagship brands
* Retain <1% churn while lifting NRR from 90% → 130%+
* Run high-impact monthly check-ins and QBRs that prove commercial value
* Build deep, trusted relationships with ecommerce leaders
* Launch automated, scalable reporting for long-tail partners
* Identify revenue growth opportunities across 25+ existing accounts
* Feed qualitative and quantitative feedback into product and GTM strategy
The Gig & The Fundamental Skills and Experience You’ll Bring to the Team:
The Gig:
* Own the full lifecycle from onboarding to retention and growth
* Translate nuanced metrics into insights that drive decision-making
* Handle complex partner asks - returns policy changes, product tweaks, CX escalations - with calm clarity
* Collaborate cross-functionally with product, tech, and sales
* Build the structure and rhythm of CS for the future
Your Strengths:
* 4+ years in ecommerce, retail tech, customer success or partner management
* Bonus: background in fashion, payments (e.g. Clearpay etc), or ecommerce ops
* Confident with Shopify and ecommerce ecosystems
* Commercially credible - able to talk return rates, NRR, usage metrics with senior stakeholders
* Naturally warm and trustworthy - you build relationships that last
* Passionate about retail innovation and the evolution of customer experience
Key Info Summary:
* Location: London Based, 2 days/week in our NW office + client meetings
* Reports Into: Cofounder, with close support from CEO, Head of Sales and Product
How to Move Forward?
1. Apply here now
2. 121 video call with Richard Washington (GTM Advisor) to align on goals
3. 2-stage interview process: Cofounder, Final onsite with CEO + Head of Sales
Start Date: Must be available to start by end of May (4-week notice max). We look forward to speaking with you soon.
Seniority level
* Seniority level
Executive
Employment type
* Employment type
Full-time
* Industries
Professional Training and Coaching
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