Customer Success Manager

Papirfly Czechia; London Borough of Hackney; On-site; GBP 40,000 - 70,000; Full time

Job summary

Papirfly in London is seeking a curious, people-first Customer Success Manager to join our team. You’ll nurture relationships with top global brands, drive value from our SaaS platform, and help customers thrive on our system.

You’ll collaborate with product, sales and support, mentor peers, and shape onboarding, adoption, and measurable outcomes. This hybrid London-based role offers growth and hands-on customer impact.

Qualifications

• 2-3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship-building skills.
• Pro-activity, curiosity, and an eagerness to learn.
• High levels of organisation and ability to manage multiple priorities.
• Based in London and comfortable with hybrid work.
• Exposure to marketing teams or marketing technology platforms (beneficial).
• Additional languages (French, Swedish, Norwegian or German) are an added benefit.

Responsibilities

• Client Relationship Management: Build and nurture strong, long-term relationships with clients across the full lifecycle.
• Renewal Readiness: Track value realised, product adoption and health to keep renewals on track.
• Upsell & Expansion: Spot and drive upsell opportunities based on usage and client goals.
• Customer Strategy & Stakeholder Mapping: Create strategies and maps aligning Papirfly with business objectives.
• Customer Understanding: Understand client problems and show how our tech solves them.
• Product Adoption: Drive platform adoption and turn around low usage.
• Customer Engagement: Host regular sessions and business reviews, track progress against goals.
• Portfolio Management: Manage 25-35 clients, balancing proactive and day-to-day support.
• Cross-Team Collaboration: Work with Support, Product and Account Management to resolve issues.
• Feedback & Continuous Improvement: Capture client feedback to improve offerings.

Skills

Customer Success

Account Management

Relationship building

Communication

Organisation

Hybrid work

London based

Marketing tech knowledge

Additional languages

Job description

About Papirfly

Empowering brands to articulate their stories is at the heart of what we do.

Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world’s most recognised brands. Our modular suite of solutions enables companies to showcase brand assets to all stakeholders, manage and create on-brand content without design experience, and maintain a fully consistent brand identity across the organisation and all customer channels.

As part of Papirfly Group, we’re shaping the future of marketing technology through innovation and expertise. With over 350 team members across eight countries, we deliver solutions that meet the real-world challenges of our customers, from simplifying content creation to seamlessly managing digital assets. Combining the strengths of Papirfly, Brandpad, Keepeek, and Adgistics, we empower businesses to drive scalable growth and foster trust and loyalty among employees and customers. Fun fact: Papirfly is the Norwegian word for ‘paper plane’ reflecting our Nordic roots. Today, as a global company, we pronounce it ‘paper fly’.

Visit www.papirfly.com for more information.

An Introduction to this role

Papirfly empowers over a million users at top global brands to create, manage, and distribute marketing assets with ease. Now, we’re looking for a curious, people-first Customer Success Manager to join our London team. If you have experience in SaaS customer success or account management and are eager to grow in a high-impact, collaborative environment, this is your opportunity. You’ll work closely with experienced teammates and big-name brands, helping customers thrive on our platform while building your own career in the fast-moving world of MarTech.

In return, you’ll gain hands‑on experience with a powerful platform used by leading global brands, a clear path to grow your skills in SaaS Customer Success, and ongoing support through mentoring and development opportunities. You’ll be part of a collaborative culture that values new ideas, encourages curiosity, and prioritizes real impact over job titles.

Key Responsibilities

• Client Relationship Management: Build and nurture strong, long‑term relationships with clients, acting as a trusted partner across the full customer lifecycle, from onboarding through to renewal and expansion. Be the first point of contact for your clients and the person they turn to for advice and answers.

• Renewal Readiness: Keep customers renewal‑ready throughout the contract by tracking value realised, product adoption and customer health, and keeping key stakeholders aligned. Flag risk early, and loop in Account Management for pricing, contract and negotiation support on complex renewals.

• Upsell & Expansion: Spot and drive upsell and cross‑sell opportunities, such as extra users, modules and services, based on usage and customer goals. Lead the client conversation and bring in Account Management to scope and close larger deals.

• Customer Strategy & Stakeholder Mapping: Build a customer strategy, roadmap and stakeholder map for each account, aligning Papirfly’s platform with the client’s business objectives. Keep these plans up to date so you always know who matters and what success looks like for each client.

• Customer Understanding: Understand each customer’s business problems and goals, and show how our technology can solve them. Ask good questions and listen closely so your recommendations are relevant, not generic.

• Product Adoption: Drive adoption of the Papirfly platform so customers get real value and achieve their goals. Spot low usage early and put a plan in place to turn it around.

• Customer Engagement: Host regular engagement sessions and business reviews with clients, and track progress against their goals. Use these moments to share results, agree next steps and strengthen the relationship.

• Portfolio Management: Manage a book of 25‑35 clients, depending on account size and complexity, balancing proactive account management with responsive day‑to‑day support. Prioritise your time across the portfolio based on client needs and risk.

• Cross‑Team Collaboration: Work closely with internal teams and directly with clients to translate their needs into actionable outcomes and keep projects running smoothly. Partner with Support, Product and Account Management to resolve issues quickly.

• Feedback & Continuous Improvement: Capture and share client feedback to help improve our offering and customer experience. Bring a fresh perspective to our processes and keep looking for ways to improve how we work.

Knowledge and Experience Required

• 2-3 years of experience in a Customer Success or Account Management role in a SaaS company.

• Excellent communication and relationship‑building skills.

• Pro‑activity, curiosity, and an eagerness to learn - comfortable asking questions and proposing new ideas.

• High levels of organisation and confidence in managing multiple priorities and customer needs.

• Must be based in London and excited about working in a hybrid, collaborative environment.

• Exposure to marketing teams or marketing technology platforms (not required but beneficial).

• Additional languages (French, Swedish, Norwegian or German) are an added benefit.