Customer Success Manager

Uniqodo; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

4-day workweek

25 days holiday

Pension scheme

Private healthcare schemes

Flexible hours

Hybrid working

Quarterly socials

Job summary

Uniqodo is seeking a Customer Success Manager in London for a hybrid role with UK travel. You will manage a portfolio of enterprise clients, focusing on retention, renewal and expansion, serving as the main contact, running QBRs and on-site workshops to drive growth.

You will support platform setup and testing, but mostly focus on strategy, growth and relationships, reporting to the Head of Account Management. A consultative, discovery-led approach is essential.

Qualifications

• Experience in B2B SaaS account management with upsells and renewals.
• Strong relationship-building and presentation skills, in person and remote.
• Discovery-first, consultative mindset with strategy focus.
• Strategic thinker who links client goals to product opportunities.
• CRM proficiency with HubSpot or Salesforce.
• Willing to travel to client sites across the UK.

Responsibilities

• Grow recurring revenue by spotting expansion opportunities: tier upgrades, new products and contract expansion.
• Plan and manage renewals, with the Head of Account Management leading larger negotiations.
• Maintain account plans covering objectives, stakeholders, risks and growth, reviewed quarterly with leadership.
• Track usage against contracted allowances and flag upgrades early.
• Build relationships across client marketing, CRM and ecommerce teams, developing champions and reaching senior decision-makers.
• Lead QBRs and workshops in person wherever possible, showing clear ROI and agreeing next steps.
• Advise on promotion strategy across the customer journey, leading with discovery.
• Partner with clients on peak trading, from brief through to results.
• Oversee high-quality set-up, testing and launch, working with Technical Support to resolve issues.
• Capture results for case studies and feed client insight to Product and Marketing.
• Use AI and automation to cut admin and spend more time on clients.

Skills

Account management

Relationship building

Discovery-first

Strategic thinking

Negotiation

Travel willingness

Tools

HubSpot

Salesforce

Job description

Customer Success Manager

£40,000 to £45,000 + commission on account growth

Hybrid, London (UK travel required)

Why Uniqodo?

Uniqodo is a fast-growing SaaS Promotion Experience platform helping ecommerce businesses deliver end-to-end promotional journeys that drive acquisition, conversion and retention. We do award-winning work with brands including Expedia, BT, EE, TUI, LG, Boots, QVC and The White Company, and won three Performance Marketing Awards in 2024, including Best Technology for Retailers.

We give our people autonomy, support their development and make sure the team feels a sense of purpose. We work hard, respect one another and go over and above for each other and our clients.

The Role

A commercial, consultative role managing and growing a portfolio of enterprise clients, focused on retention, renewal and expansion. You will be your clients' point of contact, run QBRs and on-site workshops, and advise on how Uniqodo can help them reach their commercial goals.

You will support platform set-up and testing, but most of your time will go on strategy, growth and relationships. You will report to the Head of Account Management.

What You Will Do

• Grow recurring revenue by spotting expansion opportunities: tier upgrades, new products and contract expansion
• Plan and manage renewals, with the Head of Account Management leading larger negotiations
• Maintain account plans covering objectives, stakeholders, risks and growth, reviewed quarterly with leadership
• Track usage against contracted allowances and flag upgrades early
• Build relationships across client marketing, CRM and ecommerce teams, developing champions and reaching senior decision-makers
• Lead QBRs and workshops in person wherever possible, showing clear ROI and agreeing next steps
• Advise on promotion strategy across the customer journey, leading with discovery
• Partner with clients on peak trading, from brief through to results
• Oversee high-quality set-up, testing and launch, working with Technical Support to resolve issues
• Capture results for case studies and feed client insight to Product and Marketing
• Use AI and automation to cut admin and spend more time on clients

About You

• Account management experience in B2B SaaS, martech or affiliate, including upsells and renewals
• Confident building relationships and presenting, in person and remotely
• Discovery-first, consultative mindset
• Strategic thinker who connects client goals to product opportunities
• Commercially aware, with the appetite to develop negotiation skills
• Organised, managing a portfolio in a CRM such as HubSpot or Salesforce
• Technically comfortable: able to discuss integrations and translate features into business value
• Collaborative, resilient and solutions-oriented
• Willing to travel to client sites across the UK

Bonus:

Bonus: ecommerce, promotions, loyalty, referral or affiliate experience; retail, travel or telecoms clients; MEDDICC; AI tools for reporting.

Our Benefits

• 4-day workweek with no salary reduction or extra hours
• 25 days' holiday
• Contributory pension scheme
• Death-in-service insurance and two private healthcare schemes covering health, dental and mental wellbeing
• Flexible hours and hybrid working
• Quarterly socials, from escape rooms to sports days

We provide equal opportunity in a zero-discrimination workplace and welcome everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship or marital status.

Process: video screening, remote interview, face-to-face workshop.