Customer Success Lead, Mid-Market & SMB

Azoma; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Azoma in London is seeking a Customer Success Lead for Mid-Market & SMB to own onboarding, adoption, and renewals. You will begin hands-on with a high-volume portfolio and shape scalable processes.

This founding role lets you design the playbooks, hire and lead a world-class team, and align client needs with product strategy as it grows.

Qualifications

• 4-6+ years in the ecommerce ecosystem or similar environment.
• Experience managing a high-volume portfolio and building processes.
• Passion for designing scalable, repeatable workflows.
• Ambition to build and lead a team in a fast-growing setting.
• Strong understanding of marketplace dynamics, SEO, and content optimization.
• Comfort coordinating with many stakeholders of varying seniority.
• Excellent analytical, organizational, and communication skills.
• Curiosity about AI tools, automation, or emerging commerce tech.

Responsibilities

• Own and manage a portfolio of mid-market and SMB accounts, driving onboarding and renewal.
• Design scalable, repeatable success processes for a high-volume business.
• Analyze performance metrics and translate data into client recommendations.
• Build relationships with brand managers and digital teams at consumer brands.
• Identify accounts with growth potential and flag expansion opportunities.
• Own hiring plans, org structure, and operating model for the function; recruit and lead a team as it scales.
• Contribute to product development based on client feedback and market needs.
• Create self-serve resources, playbooks, and templates to grow efficiently without sacrificing quality.

Skills

Ecommerce experience

Portfolio management

Process design

Team leadership

Marketplace dynamics

SEO and content optimization

Stakeholder management

Data analysis

Organization and communication

AI tools / automation curiosity

Tools

Analytics platforms

SEO tools

Content optimization tools

Job description

Back to open positions

Customer Success

Customer Success Lead, Mid-Market & SMB

London, UK

Hybrid

Full-time

Build and eventually lead our mid-market customer success function, starting hands-on and growing into the leader of a world-class team.

The Role: We're seeking a Head of Challenger Brands to build and eventually lead our mid-market customer success function, starting as an individual contributor and growing into the leader of a world-class team. This is a founding role for someone who wants to build something from scratch. You'll start hands-on, personally owning a high-volume portfolio and getting close enough to the day-to-day to know exactly what needs to be systematized. From there, you'll design the processes, playbooks, and infrastructure that let the function scale, then build and lead the team that runs it. This role reports to the Head of Customer Success.

Responsibilities

• Own and manage a portfolio of mid-market and SMB accounts, driving onboarding, adoption, and renewal
• Design and build the scalable, repeatable success processes that will become the backbone of a high-volume book of business
• Analyze performance metrics and translate data into clear, actionable client recommendations
• Build strong working relationships with brand managers and digital teams at growing consumer brands
• Identify accounts with the potential to grow into larger opportunities and flag for expansion
• Own the hiring plan, org structure, and operating model for the challenger brands function; recruit, hire, and lead a world-class team as it scales
• Contribute to product development based on client feedback and market needs
• Build the self-serve resources, playbooks, and templates that will let the function grow efficiently without losing quality

Requirements

• 4-6+ years of experience in the ecommerce ecosystem
• Experience managing a portfolio of accounts at volume, ideally with a hand in building the processes behind it
• A genuine excitement for process design: you see a manual, ad hoc workflow and immediately start thinking about how to systematize it
• Ambition to build and lead a team
• Solid understanding of marketplace dynamics, SEO, and content optimization
• Comfort working across many stakeholders with varying levels of sophistication
• Strong analytical skills with the ability to turn data into insight quickly
• Excellent organizational and communication skills, able to prioritize across a portfolio while also thinking structurally about how it should scale
• Curiosity about AI tools, automation, or emerging commerce technologies