Customer Account Manager at Retail Insights

Retail Insights; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Retail Insights is seeking a Client Success Manager to lead their client success strategy in a rapidly growing environment. This role involves managing a high-performing team, optimizing processes, and ensuring exceptional client experiences. The successful candidate will have a strong background in leadership and project management, with a passion for fostering client relationships and driving growth.

Benefits

Market-competitive compensation

Unlimited growth potential

Travel opportunities

Diverse and international work environment

Skills development through training

Qualifications

• 5+ years of leadership experience in high-growth environments.
• Strong project management and process development skills.
• Experience in scaling client success functions in startups.

Responsibilities

• Manage and mentor the client success team.
• Drive growth by prioritizing customer success.
• Optimize processes for efficiency and satisfaction.

Skills

Leadership

Project Management

Analytical Skills

Process Development

Coaching

Job description

London, United Kingdom

About us

Retail Insights is Northern Europe’s leading retail forum. We are strengthening the retail ecosystem by building a platform for insights, inspiration, and networking, connecting more than 3,000 leaders yearly from over 15 countries.

Retail Insights is part of United Media (https://www.united-media.com/), which focuses on building large-scale industry media and conference products across sectors such as insurance, HR, private equity, and retail. To date, we have organically launched 8 media companies and acquired one.

Context for the Role

You will have the opportunity to shape and execute the company's client success strategy, collaborate with talented teams, and make a tangible impact on our growth. As we expand rapidly, this role offers both challenges and rewards, including leading a high-performing team and influencing the company's ongoing success. If you are passionate about scaling a business and being part of a forward-thinking company, this is the right time to join us.

You will report directly to the Founder/CEO in this newly created position, tasked with scaling the client success and operations departments, and impacting all areas of the business during this exciting early growth stage. You will become an integral part of the management team, working closely with the founders and being responsible for:

Responsibilities

As a key member of the leadership team, you will be responsible for delivering value to all clients. Your team will handle onboarding new clients, managing delivery processes, and reporting performance metrics. This role is vital for our continued growth and success.

• Team Leadership: Manage, grow, and mentor the client success team, fostering a collaborative, innovative, and high-performing environment. Set clear goals, expectations, and evaluate team performance.
• Growth Focus: Drive exponential growth by prioritizing customer success.
• People Management: Implement best practices to scale and internationalize the team across markets, cultivating a positive team culture.
• Process Optimization: Build and harmonize cross-departmental processes to maximize efficiency and customer satisfaction.
• User Journey: Collaborate closely with the organization to create an exceptional end-to-end user experience using a product-led approach.

Requirements

• 5+ years of leadership experience in fast-paced, high-growth environments.
• Strong project management and process development skills, with the ability to prioritize effectively.
• Proven success in leading and scaling functions such as client success, operations, sales, or international expansion in a startup setting.
• Experience in client success or business operations within high-growth companies.
• Strong analytical skills, fluency with relevant tools, and commercial acumen.
• Proven ability to implement automation to scale operations.
• Passion for people—coaching, mentoring, leading, and creating a positive, high-performing culture.
• Experience in growing customer success functions and supporting revenue growth in a rapidly expanding business.

What the company offers

A unique opportunity to lead client success in an ambitious, high-growth company. We offer:

• The chance to make a tangible impact through operational responsibilities in a start-up environment.
• An inspiring, diverse, and international work environment.
• Unlimited growth potential with a strong track record of internal promotion.
• Market-competitive compensation.
• Travel opportunities, including attending overseas conferences.
• Transferable skills development in interpersonal, research, organization, outreach, and project management through hands-on experience and training.

Start date

Flexible

Our office operates Monday to Friday; remote work is not available.

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