Remote Enterprise CSM — Ecommerce Growth & Strategy

triplewhale; Greater London; Remote; GBP 60,000 - 90,000; Full time

Job summary

Triple Whale is seeking a Customer Success Manager to support ecommerce stores and agency Enterprise clients from a London-based or remote-ready hub. You will manage relationships end-to-end, guiding marketing strategy, best practices, and feature adoption to ensure client success.

You will collaborate with cross-functional teams to retain and grow revenue, forecast renewals, and deliver data-driven insights that help clients scale their Triple Whale usage.

Qualifications

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment.
• Strong communication and relationship-management skills.
• Ability to thrive in a fast-paced startup environment.
• Proactive, data-driven thinker with a consultative approach.

Responsibilities

• Collaborate with Sales, Solutions Architects and Support to maximise client value.
• Forecast revenue and renewals; manage risks in the account lifecycle.
• Understand customer goals and implement tailored success plans.
• Lead executive-level relationships and identify expansion opportunities.
• Develop customised success plans based on client goals and challenges.
• Maintain deep product knowledge and current industry best practices.
• Lead client meetings in-person or via video conference.
• Provide insights to drive feature requests and product improvements.

Skills

SaaS customer success

Ecommerce experience

Account management

Communication skills

Adaptability

Job description

Triple Whale is seeking a Customer Success Manager to support ecommerce stores and agency Enterprise clients from a London-based or remote-ready hub. You will manage relationships end-to-end, guiding marketing strategy, best practices, and feature adoption to ensure client success.

You will collaborate with cross-functional teams to retain and grow revenue, forecast renewals, and deliver data-driven insights that help clients scale their Triple Whale usage.