Customer Success Manager, Enterprise, EMEA

triplewhale; Greater London; Remote; GBP 60,000 - 90,000; Full time

Job summary

Triple Whale is seeking a Customer Success Manager to support ecommerce stores and agency Enterprise clients from a London-based or remote-ready hub. You will manage relationships end-to-end, guiding marketing strategy, best practices, and feature adoption to ensure client success.

You will collaborate with cross-functional teams to retain and grow revenue, forecast renewals, and deliver data-driven insights that help clients scale their Triple Whale usage.

Qualifications

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment.
• Strong communication and relationship-management skills.
• Ability to thrive in a fast-paced startup environment.
• Proactive, data-driven thinker with a consultative approach.

Responsibilities

• Collaborate with Sales, Solutions Architects and Support to maximise client value.
• Forecast revenue and renewals; manage risks in the account lifecycle.
• Understand customer goals and implement tailored success plans.
• Lead executive-level relationships and identify expansion opportunities.
• Develop customised success plans based on client goals and challenges.
• Maintain deep product knowledge and current industry best practices.
• Lead client meetings in-person or via video conference.
• Provide insights to drive feature requests and product improvements.

Skills

SaaS customer success

Ecommerce experience

Account management

Communication skills

Adaptability

Job description

What Do We Do?

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work - from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective.

More than 50,000 brands like Kitsch, Ouai and True Classic trust Triple Whale to grow faster with fewer resources - uncovering opportunities and acting on them at a scale that would be impossible manually.

What You're Applying For:

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

This CSM will own relationships with our Enterprise clients and lead their programme strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. We are prioritising candidates based within a reasonable commuting distance of London.

What You'll Do:

• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
• Revenue and renewal forecasting
• Understand customers' goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a "consultant" perspective in all client interactions - creating customised success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyse customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

What You'll Bring:

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Thrives in a collaborative team environment

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us in Making Waves

If you're looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We're on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

#LI-Remote