Client Success Manager, EMEA

Skai; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Skai is seeking a Client Success Manager to guide Retail media and SEM initiatives on the Skai platform. You will drive client satisfaction, retention and growth by translating platform usage into measurable ROI.

You'll work with retailers such as Amazon, Criteo and Google, delivering training, support and strategic recommendations while collaborating with cross-functional teams to ensure client success in a hybrid work environment.

Qualifications

• Experience guiding client ROI and engagement with a SaaS platform.

Responsibilities

• Drive client retention and identify growth opportunities within the account
• Provide initial and ongoing training so clients can effectively use the Skai platform
• Provide technical support, best practices, and strategy across Amazon, Walmart, Instacart, Google, Microsoft and additional retailers via Criteo & Citrus Ads
• Understand each client's business goals, anticipate future needs, and use product data to focus them on Skai capabilities
• Run structured, proactive communication cadence with clear agendas and documented owners
• Partner with cross-functional teams to leverage expertise and ensure fast client outcomes
• Use AI to accelerate prep, summarization, personalization, and documentation
• Solve problems proactively and maintain high client satisfaction

Skills

Project management

Client relationship

Consultative selling

Interpersonal communication

Training delivery

AI tooling

Time management

Education

B.A. or B.S.

Tools

Microsoft Excel

JavaScript

HTML

Job description

Ready to take your career to the next level?

Skai (formally Kenshoo) is looking for the best and the brightest to join our rapidly growing team. We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in!

The Client Success Manager (CSM) oversees all facets of client utilization of the Skai platform. The CSM is accountable for client satisfaction and for helping clients turn platform usage into measurable ROI. This role will have an immediate focus on Retail media and SEM.

The ideal candidate brings strong project management skills, solid technical fluency, sharp interpersonal skills, working knowledge of media, and hands-on experience running Retail Media and SEM campaigns across retailers like Amazon, Criteo and Google. Most important is a consultative approach: understanding a client's business goals and guiding them to the right solution.

Duties and Responsibilities

• Drive client retention and identify growth opportunities within the account
• Provide initial and ongoing training so clients can effectively use the Skai platform
• Provide technical support, best practices, and strategy across Amazon, Walmart, Instacart, Google, Microsoft and additional retailers via Criteo & Citrus Ads.
• Understand each client's business goals, anticipate future needs, and use product and engagement data to focus them on the Skai capabilities most tied to those outcomes
• Run a structured, proactive communication cadence, standing meetings and office hours alike, each with a clear purpose and agenda shared in advance, real room for client input, and a recap with documented owners and dates tied to their goals
• Partner across internal teams, including Client Success Directors, product, technical, and support specialists, knowing when an engagement calls for their expertise and handing off with enough context that they can act immediately
• Use AI to accelerate call prep, summarization, personalization, and documentation, applying judgment and review before anything reaches a client.
• Solve problems proactively and hold a high bar for client satisfaction

Requirements

Ready to take your career to the next level?

Skai (formally Kenshoo) is looking for the best and the brightest to join our rapidly growing team. We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in!

The Client Success Manager (CSM) oversees all facets of client utilization of the Skai platform. The CSM is accountable for client satisfaction and for helping clients turn platform usage into measurable ROI. This role will have an immediate focus on Retail media and SEM.

The ideal candidate brings strong project management skills, solid technical fluency, sharp interpersonal skills, working knowledge of media, and hands-on experience running Retail Media and SEM campaigns across retailers like Amazon, Criteo and Google. Most important is a consultative approach: understanding a client's business goals and guiding them to the right solution.

Duties and Responsibilities

• Drive client retention and identify growth opportunities within the account
• Provide initial and ongoing training so clients can effectively use the Skai platform
• Provide technical support, best practices, and strategy across Amazon, Walmart, Instacart, Google, Microsoft and additional retailers via Criteo & Citrus Ads.
• Understand each client's business goals, anticipate future needs, and use product and engagement data to focus them on the Skai capabilities most tied to those outcomes
• Run a structured, proactive communication cadence, standing meetings and office hours alike, each with a clear purpose and agenda shared in advance, real room for client input, and a recap with documented owners and dates tied to their goals
• Partner across internal teams, including Client Success Directors, product, technical, and support specialists, knowing when an engagement calls for their expertise and handing off with enough context that they can act immediately
• Use AI to accelerate call prep, summarization, personalization, and documentation, applying judgment and review before anything reaches a client.
• Solve problems proactively and hold a high bar for client satisfaction

Requirements

Skai Requirements

• Passion and dedication
• Desire to be the best
• Ability to work both independently and as part of a team
• Strong interpersonal communication skills - in writing and verbally
• Proven track record of problem-solving
• Results-oriented

Position Requirements

• B.A. or B.S.
• 2+ years experience in hands-on digital marketing campaign implementation and management experience, including basic marketing analytics across Retail Media and SEM; additional experience with Walmart, Criteo or Meta is a plus
• Additional languages, preferably German or French will be a big bonus
• Extra points for hands-on DSP experience.
• You’ll stand out from other candidates if Retail Media is your specialty and you have complementary experience in Search or Paid Social
• 2+ years of experience in client services and/or technical project management, with strong organizational and time management skills and the ability to thrive in a fast-paced environment with tight deadlines
• Ability to perform detailed client audits and use client feedback to identify needs, workflow gaps, and opportunities for continuous improvement
• Comfort using AI tools to support client prep, communication, and documentation
• Extra points if you have AI builder capabilities. Be prepared to share if this is you!
• Experience collaborating across local and virtual teams
• Media Agency and/or Skai platform experience preferred
• Ability to travel occasionally
• Microsoft Excel and other basic technical experience with code such as basic JavaScript and HTML is a plus
• Comfortable presenting to internal and external stakeholders, with strong written and verbal communication skills, and demonstrated ability to read the room and adapt messages to different audiences.

We are hybrid for the long term - with a great home/ office work mix (three days in office per week), passionate and diverse team members, and a vibrant company culture.

Equal Opportunity Employer

Skai, Inc. is an Equal Opportunity Employer. At Skai, we believe ensuring a diverse, equitable, and inclusive workplace is not just an ideal to strive for; it is right, necessary, and our responsibility as humans. Our full DE&I commitment and global framework can be viewed on our company website and are aligned to our core values.

Applicants with Disabilities

Reasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.