Customer Success Manager UK

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer engagement and drive value through strategic solutions. This role involves direct interaction with C-Level leaders and a collaborative approach to ensure customer satisfaction and retention. The ideal candidate will possess a strong background in account management and SaaS platforms, particularly within the retail sector. This hybrid position offers flexibility and the opportunity to contribute to a dynamic team environment while driving impactful business results. If you're proactive and passionate about customer success, this role is perfect for you.

Benefits

Career Development Opportunities

Dynamic Team Environment

Professional Training and Certification

Remote Work Flexibility

Generous PTO

Retirement Scheme

Qualifications

• 3+ years in account management/customer success.
• Experience with SaaS platforms and retail strategies.

Responsibilities

• Increase customer engagement and retention.
• Provide strategic guidance for value delivery.
• Monitor customer initiatives proactively.

Skills

Account Management

Customer Success

SaaS Platforms

Business Analytics

Communication Skills

Organizational Skills

Time Management

Business Acumen in Retail

Education

Bachelor's Degree in Business

Degree in Business Analytics

Job description

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Company Overview

The AI-Powered Decision Engine for Customer-First Products. First Insight is a global leader in AI-powered decision-making, trusted by brands like Gap, Under Armour, Marks & Spencer (M&S), Woolworths, Family Dollar, and Kohl’s.

Leveraging advanced AI technologies—including Agentic AI, generative AI, and human computational modeling—combined with real-time consumer data, First Insight transforms consumer insights into profitable strategies that drive measurable business success.

Powered by its proprietary Voice of the Customer platform and Value Score, First Insight enables businesses to evaluate the value of products, people, and experiences.

First Insight helps companies confidently design, price, and market offerings that resonate with consumers, ensuring every decision aligns with market demand and delivers financial impact.

With 17 years of innovation in AI and predictive analytics, First Insight empowers businesses across industries—including retail, apparel, footwear, automotive, home goods, CPG, and hospitality—to outpace competitors by deeply understanding and adapting to ever-changing customer needs.

From concept to conversion, First Insight equips brands to create offerings customers love while achieving higher revenue, stronger margins, and deeper customer loyalty.

Job Opportunity: Customer Success Manager

As we continue to grow, we are seeking a high-performance, self-motivated, experienced professional to help drive our business as a Customer Success Manager. This high-visibility, customer-facing position involves engaging directly with C-Level leaders and decision-makers in global organizations, as well as collaborating with internal teams to deliver solutions and value.

The Customer Success Manager (CSM) at First Insight plays a vital role in connecting our technical solutions with strategic business growth for our clients, contributing to the expansion of our value-driven solutions.

What We Offer

• Opportunity for rewarding contribution, career development, and growth
• Dynamic, creative, and supportive team environment
• Professional training and certification
• Remote work flexibility (up to 50%)

Ideal candidates will have relevant experience in the software/technology industry, retail/wholesale industry with technology and data insights, and an understanding of go-to-market processes and KPIs of high-performing retailers and brands.

Responsibilities & Duties

• Increase customer engagement, solution adoption, value delivery, and retention
• Develop customer relationships to promote retention and loyalty
• Provide strategic guidance to achieve increased adoption and value from FI solutions
• Monitor customer initiatives and challenges proactively
• Identify opportunities for account growth and expanded utilization
• Collaborate across teams to support customer success

Key Tasks

• Demonstrate how FI solutions meet customer goals, improving operational efficiency and profitability
• Provide advisory services to maximize benefits from FI solutions
• Transfer knowledge on interpreting FI output data
• Engage proactively with customers to understand challenges and trends
• Identify opportunities to increase adoption and integration with customer tech stacks
• Manage implementation, training, and communication across customer teams
• Maintain strong relationships and promote retention
• Manage schedules, resources, and risks effectively
• Prepare reports and account plans for stakeholders
• Drive best practice usage and product adoption
• Coordinate with internal teams and facilitate reviews

Qualifications & Skills

• Bachelor’s degree in Business, Planning, or Business Analytics
• Experience with SaaS platforms and retail/go-to-market strategies
• 3+ years in account management/customer success
• Change management and customer support experience a plus
• Strong business acumen in retail industry
• Excellent communication, organizational, and time management skills
• Proactive, driven, and team-oriented
• Hybrid position: 50% remote, up to 40% travel, UK work authorization required

Benefits & Perks

Competitive salary, retirement scheme, generous PTO, and a positive team environment. Visit us at www.firstinsight.com.