Manager, Customer Success

Treasure Data; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in data and AI solutions is seeking a Manager of Customer Success based in London. In this hands-on leadership role, you will oversee a team dedicated to enhancing customer value and driving account health within the organization. Ideal candidates should possess extensive experience in customer success or a related field, strong leadership qualities, and a commitment to improving client relationships.

Benefits

Competitive compensation packages

Salary Sacrifice pension plan with 7% employer match

Supplemental medical and dental cover

5X annual salary for life cover

Restricted Stock Units (RSU)

Qualifications

• 10+ years of relevant experience in areas like Marketing or SaaS.
• Focus on leadership and customer service communication skills.
• Experience with technical tools and business strategy.

Responsibilities

• Manage a team to drive customer retention and growth.
• Set performance expectations and monitor metrics.
• Lead cross-functional partnerships for improved customer experience.

Skills

Leadership

Stakeholder Management

Communication

Technical Acumen

Business Curiosity

Education

Customer Success Certification

Bachelor's Degree

Tools

Google Suite

Gainsight

Job description

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Treasure Data:

At Treasure Data, we're on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes.

We are thrilled that Forrester has recognized Treasure Data as a Leader in The Forrester Wave: Customer Data Platforms For B2C. It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers-self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

Your Role:

We're looking for a Manager, Customer Success to lead a team of passionate CSMs dedicated to helping our customers unlock the full value of Treasure Data. You'll be responsible for team performance, customer outcomes, and driving long-term account health.

This is a hands-on leadership role where you'll coach and grow your team, streamline operations, and act as a key customer advocate across the business. You'll be part of shaping how we scale customer success to match the speed and complexity of our platform and client needs.

Responsibilities & Duties:

• Manage a team of CSMs to deliver high-impact, high-touch customer experiences that drive NRR, retention, and growth.
• Set clear performance expectations, provide ongoing feedback, and manage performance through regular check-ins and growth conversations.
• Support hiring, onboarding, and team development efforts, ensuring new hires ramp quickly and effectively.
• Drive the execution of our Customer Success strategy, while continuously shaping and refining it through data-driven insights and on-the-ground learnings.
• Monitor and analyze key performance metrics (e.g., NRR, product adoption, customer health to inform decision-making and elevate both team performance and customer impact.
• Partner cross-functionally with Sales, Product, Marketing, and Support to align on shared goals and deliver a seamless, end-to-end customer experience.
• Lead the adoption and optimization of tools, processes, and playbooks that enable scalable, consistent, and high-impact Customer Success operations.
• Act as a strategic advisor to customers and serve as the first point of escalation to resolve issues and maintain strong relationships.

Required Qualifications:

• Customer Success Certification, Related Associate or Bachelor's Degree, or relevant work experience.
• Typically requires 10+ years of related experience, with a background in one or more of the following areas: Marketing, SaaS/Martech/Adtech, Analytics/Business Intelligence or equivalent combination of education and experience.
• Strong leadership and stakeholder management skills
• Written and verbal communication skills focused on customer service.
• Technical acumen.
• Business and strategic curiosity.
• Self-motivated and proactive learner, capable of identifying knowledge gaps and independently acquiring necessary expertise
• Proficiency with Google Suite (Mail, Sheets, Calendar) and Gainsight a plus.

Physical Requirements:

Working out of our London office according to our "Global Hybrid Working Policy."

Travel Requirements:

25% Travel to customers.

Perks and Benefits (UK):

Our benefit package showcases our culture of care and empathy with

• Competitive compensation packages
• Salary Sacrifice pension plan with 7% employer match
• Supplemental medical and dental cover offered & 5X annual salary for life cover provided
• Restricted Stock Units (RSU)

About Treasure Data:

Treasure Data is the Intelligent Customer Data Platform (CDP) built for enterprise scale and powered by AI. Recognized as a Leader by Forrester and IDC, Treasure Data empowers the world's largest and most innovative companies to deliver hyper-personalized customer experiences at scale that increase revenue, reduce costs, and build trust.

Through unique capabilities such as the Diamond Record, AI Agent Foundry, and AI Decisioning with Real-Time Personalization, Treasure Data enables marketing and CX teams to personalize cross-channel engagement in real-time, optimize marketing spend while increasing ROI, and drive customer lifetime value through more intelligent retention and loyalty.

Our Dedication to You:

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.

Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.

Agencies and Recruiters:

We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation!