Customer Success Manager EMEA

JR United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A high-growth SaaS company is seeking a Customer Success Manager to enhance client relationships and drive platform adoption across EMEA. This hybrid role requires strong retail industry experience and a strategic mindset to foster growth and client satisfaction.

Benefits

Hybrid working model

Up to 4 weeks remote work from abroad

28 days holiday + birthday + work anniversary off

Flexibility to swap public holidays

Gym and workspace membership

Competitive salary + performance bonus

Inclusive, ego-free culture

Clear progression path

Qualifications

• 5+ years in Customer Success or similar SaaS role.
• Strong retail industry experience required.
• Experience managing multiple stakeholders across large accounts.

Responsibilities

• Build trusted relationships with retail and brand partners.
• Develop tailored customer success plans.
• Lead account health management and drive retention metrics.

Skills

Relationship Building

Commercial Thinking

Client Management

Stakeholder Management

Retail Industry Knowledge

SaaS Experience

Job description

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Are you a strategic relationship builder with a passion for retail and technology? A high-growth SaaS business transforming the retail media space is hiring a Customer Success Manager to support their continued expansion across EMEA.

This business helps leading retailers and global brands plan, activate, and optimise omnichannel media campaigns - driving innovation, value, and customer impact at scale. With backing from global names in retail and CPG, they're scaling fast and looking for someone who thrives in a collaborative, high-impact environment.

The Role

As a Customer Success Manager, you'll act as a strategic partner to key enterprise clients, helping them extract maximum value from the platform while identifying growth and upsell opportunities. This is a hybrid role blending strategy, commercial thinking, and hands-on client delivery - ideal for someone who enjoys variety, ownership, and building something big.

Key Responsibilities

• Build deep, trusted relationships with key retail and brand partners across EMEA
• Develop and deliver tailored customer success plans to drive platform adoption and long-term growth
• Lead QBRs, manage account health, and drive retention/expansion metrics
• Feed customer insight back to product teams to influence roadmap and innovation
• Act as a subject matter expert on platform capability and the evolving retail media landscape
• Help shape internal CS processes and best practices in a scale-up environment

About You

• 5+ years in Customer Success, Account Management, or a similar client-facing SaaS role
• Strong retail industry experience a must
• Skilled in managing multiple stakeholders across large enterprise accounts
• A commercial thinker with a passion for tech, retail, and client happiness
• Comfortable working in fast-paced, high-growth environments
• Bonus if you've worked in retail media or trade agreements before

What's on Offer

• Hybrid working model (London HQ with flexible WFH)
• Up to 4 weeks a year to work remotely from abroad
• 28 days holiday + birthday + work anniversary off
• Flexibility to swap public holidays
• Ministry gym and workspace membership
• Competitive salary + performance bonus
• Inclusive, ego-free culture with access to leadership
• Clear progression path and chance to help shape the CS function from the ground up

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.