Customer Success Manager

Claimit; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A seed-stage AI Tech start-up in the UK is seeking a Customer Success Manager to oversee onboarding and manage relationships with top retail and e-commerce brands. Ideal candidates thrive in fast-paced environments and have a background in logistics or retail. The role offers a competitive salary, share options, and a collaborative team atmosphere where your decisions lead to immediate impact. Interested applicants should be ready for a swift and transparent interview process.

Benefits

Competitive salary

Meaningful share options

25 days annual leave + bank holidays

Pension scheme

Impactful work in a small team

Qualifications

• Experience in fast-paced, ever-evolving environments.
• History working with shipping, claims, or operations teams is a bonus.
• Ability to juggle multiple projects and stakeholders effectively.
• High attention to detail in data and processes.
• Ability to proactively identify opportunities and issues.

Responsibilities

• Oversee the onboarding process ensuring client value from day one.
• Act as a bridge between clients, couriers, and internal teams.
• Track performance and identify improvements for claims and customer satisfaction.
• Gather insights from customers for product feedback.
• Upsell new products and features to existing clients.
• Create and manage processes to improve efficiency.

Skills

Startup experience

Background in courier, logistics, or retail

Excellent organisational skills

Strong initiative and problem-solving mindset

Exceptional communication skills

Interest in helping retail brands

Job description

About Claimit

We’re a rapidly growing, seed-stage AI Tech start-up revolutionising claims management with intelligent automation. Our platform helps businesses handle logistics, loss, and delivery claims more efficiently - saving time, money, and stress.

We’re scaling quickly, solving complex challenges, and building tools that transform how businesses manage their delivery operations. To help us move faster and smarter, we’re looking for a Customer Success Manager to manage end-to-end relationships with some of the UK and Europe’s leading retail and e-commerce brands, becoming their go-to contact for all things Claimit.

Hybrid: 2 days per week (Mon & Thurs) in our office in Old St, London. We also have company bi-annual meets (previously held off-sites in Paris + The Cotswolds).

Role Overview

• Oversee the onboarding process from data integration and courier setup to go-live, ensuring every client gets value from day one.
• Act as the bridge between clients, couriers, and internal teams, coordinating projects, resolving issues quickly, and driving clear communication.
• Track performance and KPIs for each account, identifying areas to improve claim success, efficiency, and customer satisfaction.
• Support product feedback loops - gathering insights from customers to help shape future product features and improvements.
• Upsell new products and features to our existing brands
• Create and manage internal processes that improve efficiency and consistency as we scale.

What We’re Looking For

• Startup experience - you thrive in fast-paced, ever-evolving environments and are comfortable wearing multiple hats.
• A background in courier, logistics, or retail / e-commerce (bonus if you’ve worked with shipping, claims, or operations teams).
• Excellent organisational skills - you can juggle multiple projects, deadlines, and stakeholders without dropping the ball.
• Strong initiative and problem-solving mindset - you spot opportunities or issues early and take action without being asked.High attention to detail, especially when working with data, processes, or external partners.
• Exceptional communication skills, with the ability to sell
• A genuine interest in helping retail brands unlock operational savings and improve delivery experiences.

What’s on Offer

• Genuinely competitive basic salary and meaningful options in a Seed stage AI business (we'll reveal full details during initial interview stages)
• Meaningful share options in a high-growth AI tech start-up.
• 25 days annual leave + bank holidays.
• Access to our EMI Share Scheme.
• Pension scheme.
• Work with a small, ambitious team where your decisions have an immediate and visible impact.

Interview Process & Candidate Experience

Our interview process is designed to be fast, transparent, and collaborative.

1️⃣ Intro Call with our Talent Partner (30–35 mins)

2️⃣ Video Interview with Co-Founder & CEO, Andy and / or Co-Founder & CTO, Dave (1hr)

3️⃣ Final F2F Meet with our Co-Founder & CEO, Andy, plus our Fractional CRO and Product Manager (1hr - offices in Old St, London)

We typically provide feedback within 24–48 hours after each stage and aim to complete the entire process within 1–2 weeks.