Enterprise Customer Success Manager

io.tt; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

io.tt seeks an Enterprise Customer Success Manager to own onboarding, drive adoption and expansion for major brands globally. You will build trusted advisor relationships across marketing, digital, packaging and supply chain, ensuring retention and renewed revenue while shaping scalable CS processes.

London-based with a view toward leadership as the team grows. You will collaborate with Commercial, Product and Solutions teams to scale the CS function and maximize customer value from the io.tt

Qualifications

• 4+ years in Customer Success, Account Management or a similar SaaS role.
• Experience managing enterprise customers and senior stakeholders.
• Proven track record of driving customer retention and growth.
• Highly organised, proactive and commercially minded.
• Based in or able to commute to London, office 3-4 days per week.

Responsibilities

• Own the onboarding process for new customers, ensuring a smooth transition from Sales to Customer Success.
• Build strong relationships with stakeholders across marketing, digital, packaging and supply chain teams.
• Drive customer adoption through training, guidance and best practice.
• Own customer renewals and identify opportunities for account growth.
• Conduct regular business reviews and act as a trusted advisor to customers.
• Monitor customer engagement and platform adoption, identifying risks and growth opportunities.
• Develop scalable customer success processes and reporting frameworks.
• Capture customer feedback and help shape future product development.

Skills

Customer Success

Account Management

SaaS

Job description

Our connected products platform, called io.tt, is powering billions of ‘connected products’ in more than 130 countries across fashion, beauty, drinks, FMCG and pharma for some of the world’s biggest brands. We started with marketing use cases but have since grown quickly based on lots of incoming legislation requiring QR Codes and/or NFC on products to tell stories, prove authenticity, capture data and generate insights.

As an Enterprise Customer Success Manager, you will be responsible for ensuring our customers successfully launch, adopt and expand their use of the io.tt platform.

Acting as a trusted advisor to some of the world’s leading brands, you will help customers maximise the value of connected products while identifying opportunities to expand their use of the io.tt platform.

You will own the customer relationship post-sale, driving onboarding, adoption, retention and expansion.

We’re looking for someone who enjoys building structure, creating processes and proactively driving outcomes. You’ll work closely with Commercial, Product and Solutions teams to help shape and scale the Customer Success function as the business grows.

Success in this role will be measured through customer retention, platform adoption, customer satisfaction and expansion revenue. For the right candidate, there is an opportunity to progress into a leadership role as the team expands.

What you’ll do

About the role

Our connected products platform, called io.tt, is powering billions of ‘connected products’ in more than 130 countries across fashion, beauty, drinks, FMCG and pharma for some of the world’s biggest brands. We started with marketing use cases but have since grown quickly based on lots of incoming legislation requiring QR Codes and/or NFC on products to tell stories, prove authenticity, capture data and generate insights.

As an Enterprise Customer Success Manager, you will be responsible for ensuring our customers successfully launch, adopt and expand their use of the io.tt platform.

Acting as a trusted advisor to some of the world’s leading brands, you will help customers maximise the value of connected products while identifying opportunities to expand their use of the io.tt platform.

You will own the customer relationship post-sale, driving onboarding, adoption, retention and expansion.

We’re looking for someone who enjoys building structure, creating processes and proactively driving outcomes. You’ll work closely with Commercial, Product and Solutions teams to help shape and scale the Customer Success function as the business grows.

Success in this role will be measured through customer retention, platform adoption, customer satisfaction and expansion revenue. For the right candidate, there is an opportunity to progress into a leadership role as the team expands.

• Own the onboarding process for new customers, ensuring a smooth transition from Sales to Customer Success.
• Build strong relationships with stakeholders across marketing, digital, packaging and supply chain teams.
• Drive customer adoption through training, guidance and best practice.
• Own customer renewals and identify opportunities for account growth.
• Conduct regular business reviews and act as a trusted advisor to customers.
• Monitor customer engagement and platform adoption, identifying risks and growth opportunities.
• Develop scalable customer success processes and reporting frameworks.
• Capture customer feedback and help shape future product development.

What we’re looking for

• 4+ years in Customer Success, Account Management or a similar SaaS role.
• Experience managing enterprise customers and senior stakeholders.
• Proven track record of driving customer retention and growth.
• Highly organised, proactive and commercially minded.
• Based in or able to commute to London, working from our office 3-4 days per week.