Customer Success Manager

TRIFFT Loyalty Platform; London; Remote; GBP 40,000 - 65,000; Full time

Job summary

TRIFFT Loyalty is looking for a Customer Success Manager to enhance customer loyalty for mid-market clients. This pivotal role involves onboarding clients, driving their success with the platform, and ensuring proactive engagement to maximize value. Join a fast-growing startup that values innovation and relationship-building.

Benefits

Competitive compensation package

Uncapped commissions

ESOP equity

Opportunities for professional development

Collaborative team culture

Qualifications

• 2-5 years' experience in Customer Success, ideally in a SaaS environment.
• Experience with mid-market accounts and understanding client needs.

Responsibilities

• Own the post-sales relationship and guide customers through onboarding and support.
• Identify growth opportunities and collaborate with sales.

Skills

Customer Success

Communication

Problem Solving

Interpersonal Skills

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

Customer Success Manager (Mid-Market) x 2

Location: UK-based with Remote working.

Are you passionate about helping businesses thrive? Do you believe customer loyalty deserves more than just a dusty spreadsheet and generic campaigns? Do you enjoy seeing clients succeed and become advocates? If so, you might be exactly who we're looking for!

At TRIFFT Loyalty, we're not just another tech startup – we're a sector disrupter on a mission to revolutionise how businesses build genuine, long-lasting customer loyalty. We're an innovative, fast-growing company, and our platform is changing the game by empowering mid-market businesses to create truly dynamic, personalised, and impactful loyalty programs without the usual technical headaches.

We believe that true loyalty extends beyond transactions (we've even been known to discuss it on LinkedIn!). It's about emotional connection, and our platform empowers brands to forge those unbreakable bonds.

We're seeking an energetic and driven Customer Success Manager to join our pioneering team, with a focus on ensuring the long-term success and happiness of our mid-market customers. This isn't just about support; it's about partnering with businesses to unlock their full potential for customer loyalty, ensuring they achieve their goals and become raving fans of TRIFFT Loyalty.

What you'll do as a TRIFFT Loyalty Customer Success Manager:

• Be a Customer Advocate: Own the post-sales relationship for a portfolio of mid-market customers, guiding them from onboarding through adoption, expansion, and renewal.
• Drive Value & ROI: Proactively work with customers to understand their business objectives, helping them leverage the TRIFFT platform to achieve measurable success and maximise their ROI.
• Onboarding & Enablement: Lead successful customer onboarding experiences, ensuring quick adoption and effective use of the TRIFFT platform. Provide ongoing training and best practices.
• Proactive Engagement: Regularly check in with customers, identifying potential risks, celebrating successes, and ensuring high levels of satisfaction.
• Identify Growth Opportunities: Work with customers to identify opportunities for expanding their use of the TRIFFT platform, collaborating with the sales team when appropriate.
• Problem Solver & Resource Navigator: Act as the primary point of contact for customer inquiries, escalating issues when necessary and ensuring timely, effective resolutions by coordinating with internal teams (support, product, engineering).
• Gather Feedback & Insights: Collect customer feedback to inform product development and improve the overall customer experience.
• Become a Loyalty Expert: Stay up-to-date on industry trends, best practices in customer loyalty, and the full capabilities of the TRIFFT platform to provide expert guidance to your clients.

What you'll bring to the TRIFFT Loyalty team:

• 2-5 years of successful experience in a Customer Success, Account Management, or similar client-facing role within SaaS, ideally in MarTech or a related industry.
• Experience working with mid-market accounts, with a strong understanding of their unique needs and how to drive value for them.
• A passion for customer success, marketing, loyalty, and innovation. You genuinely believe in building strong, lasting customer relationships.
• Exceptional communication, presentation, and interpersonal skills, able to build rapport and trust quickly with diverse stakeholders.
• Strong problem-solving skills and the ability to think strategically about client needs and platform solutions.
• Self-motivated, proactive, and empathetic, with a strong commitment to customer satisfaction.
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero) is a plus.

Why join TRIFFT Loyalty?

• Be part of something big: We're a fast-growing startup with a truly innovative product that's disrupting the market. Your work will have a direct impact on our customers' success and our company's growth.
• Real impact, real growth: This isn't a role where you'll be a cog in the machine. You'll have significant autonomy and the opportunity to shape our customer success strategy for a key market segment.
• A collaborative and fun culture: We're a passionate team that supports one another, celebrates wins, and isn't afraid to laugh (even about CLV!).
• Competitive compensation package, including uncapped commissions and ESOP equity.
• Opportunities for professional development and career advancement. We're growing, and we want you to grow with us!

If you're ready to ditch the boring support calls and instead be part of a team that's genuinely excited about transforming customer loyalty and ensuring client success, then we want to hear from you!

Apply now and let's champion loyalty together! You can apply to [e-mail] with a covering note on why you are the right person for our Loyalty Family.

Sorry, no agencies, please.