Customer Success Manager - UK

Marketman; Greater London; On-site; GBP 45,000 - 62,000; Full time

Job summary

MarketMan in Greater London is seeking a Customer Success Manager to manage a portfolio of restaurant and hospitality customers, driving adoption, renewals, and expansion while ensuring value realization. You will act as the primary post-onboarding contact and partner with cross-functional teams to deliver a high-quality customer experience.

You will collaborate with Onboarding, Support, Sales, Expansion, and Product to surface improvement opportunities, monitor health, and articulate outcomes

Qualifications

• 1–3 years of experience as a Customer Success Manager in a SaaS environment.
• Experience owning a customer portfolio, including renewals and retention.
• Excellent verbal and written communication with outcome-focused conversations.
• Ability to quickly learn new software and guide customers through workflows and integrations.
• Customer-centric mindset with empathy for hospitality operators.

Responsibilities

• Onboarding handoff: take over accounts post-implementation and ensure continuity.
• Customer engagement: build trust-based relationships across your portfolio.
• Driving adoption: promote MarketMan features and end-to-end workflows.
• Retention & risk management: monitor health scores and intervene early to protect renewals.
• Contract renewals: own renewal process end-to-end, forecast renewals, negotiate terms.
• Spotting expansion signals: identify opportunities for additional sites or modules.
• Value realization: connect usage to outcomes like food cost reduction and efficiency.
• Feedback collection: advocate customer needs and inform product improvements.
• Reporting: track retention, health, engagement, and adoption metrics.

Skills

Customer success

SaaS

Communication

Problem-solving

Technical aptitude

Empathy

Team player

Fluent English

Additional European language

Tools

Salesforce

HubSpot

Gainsight

Job description

Role Summary

The Customer Success Manager (CSM) at MarketMan owns a portfolio of restaurant and hospitality customers, ensuring they achieve measurable success with the MarketMan platform. Acting as the customer's primary point of contact after onboarding, the CSM drives product adoption, builds strong relationships, owns contract renewals, and protects retention by identifying and addressing risk early. You will help operators realize tangible value, from food cost control to streamlined back-of-house operations, while surfacing expansion opportunities and championing the customer's voice internally.

You will report to the Manager of Customer Success and work closely with Onboarding, Support, Sales, Expansion, and Product to deliver a consistent, high-quality customer experience across your portfolio.

What you will do

• Onboarding Handoff: Partner with the Onboarding team to take over accounts post-implementation, ensuring a smooth transition, continuity of context, and sustained momentum from setup into everyday adoption.
• Customer Engagement: Build and maintain strong, trust-based relationships across your portfolio, understanding each operator's goals, challenges, and ways of working.
• Driving Adoption: Encourage and facilitate adoption of MarketMan features and workflows, ensuring customers leverage the full capability of the platform, not just the basics.
• Retention & Risk Management: Monitor health scores and engagement signals, act early on churn risk, and execute save and success plans that protect renewals across your book of business.
• Contract Renewals: Own the renewal process for your portfolio end to end: maintain an accurate renewal forecast, engage customers well ahead of their renewal date, negotiate terms within agreed guardrails, and complete the associated administration to secure on-time renewals.
• Spotting Expansion Signals: Identify signals that a customer is ready to expand their use of MarketMan (additional sites, modules, or integrations) and flag qualified opportunities to the Expansion team, supporting them with account context as needed.
• Value Realization & Articulation: Help customers connect platform usage to business outcomes such as food cost reduction, waste control, and operational efficiency, and communicate that value clearly in reviews and check‑ins.
• Feedback Collection & Product Advocacy: Gather and analyze customer feedback, advocate for customer needs internally, and ensure the customer's voice informs product and process improvements.
• Reporting: Track and report on customer success metrics for your portfolio, including retention, health, engagement, and adoption, contributing to team-level NRR and churn goals.
• Additional Tasks: Complete projects or additional tasks that support the Customer Success organization as directed by leadership.

What you will bring

• Experience: 1–3 years as a Customer Success Manager in a SaaS environment, with hands‑on experience owning a customer portfolio, including renewals and retention.
• Communication Skills: Excellent verbal and written communication, with the ability to manage expectations and hold structured, outcome‑focused conversations with operators and stakeholders.
• Problem‑Solving: A proactive, analytical approach to identifying and resolving customer issues before they escalate.
• Technical Aptitude: Ability to quickly learn new software and confidently guide customers through product workflows and integrations.
• Empathy: A customer‑centric mindset with a genuine desire to help hospitality operators succeed.
• Team Player: Ability to work collaboratively with cross‑functional teams including Sales, Support, Onboarding, and Product.
• Tools: Familiarity with CRM and Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Languages: Fluent English (mandatory) plus professional fluency in at least one additional European language (e.g., Spanish, French, German, or Italian).
• Bonus: Experience in the hospitality, restaurant, or inventory management space, or a strong understanding of the challenges faced by operators in these industries.

Pay & Benefits

The base salary range for this role is determined by a number of factors, including but not limited to skills and scope required, relevant licensure and certifications, and unique relevant experience and job‑related skills. The base salary range for this role is €52 - 62k annual base with OTE in the €62 - 72k range

How we feel about Diversity, Equity, Inclusion and Belonging

Meal Ticket is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Meal Ticket. Please inform our HR Team ([e-mail]) if you need any assistance completing any forms or to otherwise participate in our application or interview process.