Mid-market Customer Success Manager

Narvar; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading SaaS company in London is seeking a Mid-Market Customer Success Manager to drive customer health and success. This role demands 5+ years of experience in Customer Success within a SaaS context, particularly with Shopify. Ideal candidates will excel in building trusted relationships and have robust problem-solving skills. The position offers opportunities to collaborate with cross-functional teams and to influence product solutions. Join us in simplifying customer journeys over a dynamic platform.

Benefits

Dynamic work environment

Opportunities for professional development

Work-life balance initiatives

Qualifications

• 5+ years experience in a SaaS Customer Success Manager role.
• Deep understanding of Shopify features and experience with Shopify retailers.
• Strong technical foundation, confident navigating data workflows.

Responsibilities

• Own customer health and success from go-live to renewal.
• Engage clients proactively to reinforce value and uncover growth.
• Collaborate with Product and Engineering on customer feedback.

Skills

Customer-obsessed mindset

Strong multitasking skills

Excellent collaboration skills

Superb client-facing presence

Ability to articulate technology value

Education

5+ years in a Customer Success role at a SaaS company

Domain expertise in retail, e-commerce, or logistics

Tools

ChurnZero

Job description

Narvar is growing! We are hiring an Mid-Market Customer Success Manager to help scale our customer base. You are a person who is self-motivated and willing to learn and take action. You get to work with our amazing Customer Success team.

Day-to-day

• Own the health and success of your customers from go-live through renewal and expansion
• Proactively engage clients at key moments to reinforce value, uncover growth opportunities, and build long-term advocacy
• Leverage data and customer insights to monitor account health, forecast outcomes, and proactively mitigate churn risk
• Collaborate closely with Product, Engineering, and carrier/logistics teams to relay customer feedback and influence solutions aligned with operational needs
• Partner with Sales to plan, forecast, and execute on renewals and expansion opportunities
• Help scale the Customer Success function by contributing to documentation, process improvements, and best practice sharing

What we're looking for

• 5+ years of experience in a Customer Success Manager role at a SaaS company
• Deep understanding of Shopify features and experience working with Shopify retailers
• Understanding of how Shopify works with other ERPs, WMS platforms. Ability to guide Shopify retailers in making the best use of the Narvar products and features
• A customer-obsessed mindset - you’re passionate about delivering value, solving problems, and building trusted relationships
• Strong multitasking and project management skills - you’re comfortable juggling multiple priorities without sacrificing quality
• Excellent collaboration skills - you know how to work cross-functionally to get things done
• Superb client-facing presence - you bring energy, confidence, and clear communication to every interaction
• Ability to articulate the value of a technology platform to both business and technical stakeholders
• A strong technical foundation is essential - you should feel confident navigating data workflows and troubleshooting platform-related issues alongside our product and engineering teams
• Domain expertise in retail, e-commerce, or logistics is required
• Prior experience in a startup or fast-paced environment is strongly preferred
• Experience with ChurnZero or similar customer success platforms is a plus

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Nike, Sonos, Footlocker, and 1300+ other brands. With hubs in San Francisco, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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