Our client is reimagining how consumers engage with digital retail, supported by a globally distributed team that values diversity, innovation, and collaboration.
By delivering dynamic, real-time, content-rich experiences, they enable major brands to connect with audiences in more engaging and impactful ways.
They are currently seeking an experienced Senior Customer Success Manager to join their team, someone who thrives on strategic partnerships, client enablement, and cross-functional collaboration.
You will serve as a trusted advisor to high-profile clients, helping them maximise the value of a unique commerce platform focused on interactive digital experiences. You will also support customers in achieving clear business outcomes, provide data-backed insights, and work collaboratively to bring ideas to life.
In this role, you will also play a central role in ensuring clients are supported across their journey from onboarding through to long-term growth and optimisation.
Our team of roughly 70 people spans the globe. After a period of rapid expansion, the focus is on building a stable and enduring foundation that supports both our customers and the team.
They aim to deepen the impact they create by helping every client not only use the platform effectively but truly excel with it, achieving meaningful results and growing together.
Key Responsibilities
* Guide clients in aligning digital commerce and content strategies
* Develop success plans with clear KPIs and timelines
* Conduct regular strategic reviews to assess progress and identify new opportunities
* Train users and internal teams on best practices and new features
* Anticipate risks and address them proactively
* Partner closely with Sales to streamline renewals, expansions, and onboarding
* Maintain accurate records of client milestones and strategic insights
* Contribute to ongoing improvements in client engagement workflows and internal processes
About You
* 5+ years of experience in a B2B SaaS environment, ideally with a focus on ecommerce or digital platforms
* Comfortable engaging with senior stakeholders and executive-level clients
* Skilled at translating performance data into actionable recommendations
* Blend of strategic thinking, problem-solving, and creative insight
* Familiar with CRM tools such as Salesforce
* Thrive in cross-functional environments and value teamwork
Nice to Have
* Familiarity with e-commerce ecosystems like Shopify or Salesforce Commerce
* Previous exposure to livestreaming, digital video, or social engagement platforms