Senior Customer Success Manager

Liv-ex Ltd; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Liv-ex, the leading wine-market platform, is seeking an experienced Senior Customer Success Manager to lead international client relationships and drive subscription growth from the Membership department.

The role combines leadership with hands-on delivery, directly managing a portfolio of members across onboarding, adoption, engagement, health and renewal preparation while establishing the team, methodology, standards and operating model.

Responsibilities

• Lead the CSM team – line-manage, coach and develop the CSMs, setting clear expectations and improving capability and consistency.
• Own Customer Success methodology – establish and maintain standards and playbooks for onboarding, adoption, health, engagement, value evidence and renewal readiness.
• Manage complex customer situations – lead higher-risk adoption, engagement and retention cases and coordinate appropriate interventions.
• Own customer health and retention discipline – ensure risks are identified early, actions are clear and customer value is evidenced.
• Support strategic accounts – work alongside AMs on strategic relationships, particularly where senior stakeholder engagement, adoption or retention support is required.
• Improve the customer journey – identify gaps and improve the consistency of the member experience across onboarding, adoption, engagement and renewal.
• Develop scalable Customer Success – shape the digital and one-to-many customer journey, working with RevOps, Marketing and other teams on delivery.
• Represent the customer internally – bring structured customer insight to Product, Marketing, Commercial and other teams.

Skills

CSM leadership

Customer success

Onboarding

Adoption

Retention

Strategic accounts

Stakeholder engagement

Cross-functional collaboration

Job description

An exciting opportunity for an experienced, knowledgeable and driven Customer Success Manager who wants to take the lead in managing international client relationships and driving subscription growth.

Location: Borough, London

With regular travel to territories under management

• Department: Membership
• Reports to: Head of Membership

Competitive salary dependent on experience plus performance-related bonus, healthcare insurance and wellbeing benefits.

With customers in 50 countries, Liv-ex is the leading fine wine exchange globally. Our vision is to make the wine market more transparent, efficient, and safe, for the benefit of our members and wine lovers everywhere. Our culture is hardworking, entrepreneurial and friendly. Founded in 2000, Liv-ex’s trading, data and market intelligence platform is used by wine businesses around the world to better understand the market and execute buying and selling opportunities. We’re at an inflection point in our journey, embarking on a transformational phase that will redefine how the wine industry operates, trades, and leverages data intelligence. Despite our market leadership, we remain an agile, entrepreneurial, focused organization where senior leaders are involved in driving execution and delivering results.

Summary Purpose

The Senior Customer Success Manager is responsible for building and establishing the Customer Success function at Liv-ex, as well as ensuring the quality, consistency and effectiveness of its delivery.

The role will combine leadership with hands-on delivery. The postholder will directly manage a portfolio of members across onboarding, adoption, engagement, health and renewal preparation while establishing the team, methodology, standards and operating model.

As the function develops, the Senior CSM will lead and grow the CSM team, own Customer Success methodology and standards, handle complex adoption and retention cases, support AMs on strategic relationships, and develop scalable Customer Success journeys for lower-touch members.

Responsibilities

• Lead the CSM team – line-manage, coach and develop the CSMs, setting clear expectations and improving capability and consistency.
• Own Customer Success methodology – establish and maintain standards and playbooks for onboarding, adoption, health, engagement, value evidence and renewal readiness.
• Manage complex customer situations – lead higher-risk adoption, engagement and retention cases and coordinate appropriate interventions.
• Own customer health and retention discipline – ensure risks are identified early, actions are clear and customer value is evidenced.
• Support strategic accounts – work alongside AMs on strategic relationships, particularly where senior stakeholder engagement, adoption or retention support is required.
• Improve the customer journey – identify gaps and improve the consistency of the member experience across onboarding, adoption, engagement and renewal.
• Develop scalable Customer Success – shape the digital and one-to-many customer journey, working with RevOps, Marketing and other teams on delivery.
• Represent the customer internally – bring structured customer insight to Product, Marketing, Commercial and other teams.

Measures of success

• GRR and overall retention performance.
• Reduction in preventable churn.
• Improvement in customer adoption and health.
• Quality and timeliness of renewal readiness.
• Consistency and effectiveness of CSM delivery.
• Development and performance of the CSM team.
• Effectiveness of the digital/customer journey.
• Quality of Customer Success support provided to AM-led strategic relationships.
• Operate with a high degree of ownership and judgement.
• Lead through others rather than focusing only on their own customer portfolio.
• Establish standards and improve how Customer Success operates.
• Coach and develop colleagues.
• Handle complex or sensitive customer situations confidently.
• Work effectively across Membership, Product, Marketing, Rev Ops and other teams.
• Identify problems early and bring practical solutions.
• Balance customer outcomes with Liv-ex’s commercial objectives.