Senior Customer Success Manager

United States Digital Space LLC; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

THG Ingenuity is seeking a Senior Customer Success Manager to own strategic relationships across a portfolio of globally recognised brands. You will drive retention, renewals and expansion while partnering with Sales, Delivery, Product, Finance and Tech teams to ensure value delivery.

In a fast-paced, high-growth environment, you will mentor the Customer Success team, lead Executive Business Reviews and shape customer strategy to maximise revenue and long-term success.

Qualifications

• Proven experience in Customer Success, Account Management, or Client Services within ecommerce, SaaS, technology, or digital environments.
• Demonstrated experience managing strategic customer relationships, renewals, and commercial growth.
• Strong stakeholder management skills with the confidence to lead Executive Business Reviews and senior customer conversations.
• Commercially minded, with experience delivering retention, expansion, and revenue targets.
• Strong analytical and organisational skills, with experience using CRM platforms and forecasting customer performance.
• Experience coaching or mentoring colleagues is desirable.
• Proficient in PowerPoint, Excel, and CRM systems.

Responsibilities

• Own a portfolio of Tier 2 customer relationships from onboarding through renewal, building trusted partnerships with key stakeholders.
• Lead strategic account planning and Executive Business Reviews to ensure customers achieve their business objectives and maximise value.
• Develop a deep understanding of each customer's business, proactively driving adoption, retention, and expansion opportunities.
• Lead renewal negotiations and identify opportunities to grow Annual Contract Value (ACV) while supporting long-term customer success.
• Monitor customer health, commercial performance, and service delivery against agreed KPIs. Provide insight-led reporting and forecasting, ensuring CRM accuracy and clear visibility of customer performance, risks, and opportunities.
• Take ownership of renewal performance, revenue recognition, and commercial outcomes across your portfolio. Manage forecasting, mitigate commercial risks, and ensure delivery against ACV and revenue targets.
• Proactively identify and manage commercial and delivery risks. Lead complex customer escalations, working cross-functionally to deliver timely resolutions.

Skills

Stakeholder management

Executive Business Reviews

CRM systems

Forecasting

Analytical thinking

Coaching & mentoring

Tools

PowerPoint

Excel

CRM platforms

Job description

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

Position: Senior Customer Success Manager

THG Ingenuity Commerce plays a key role in delivering world-class ecommerce solutions for globally recognised brands. As part of a fast-paced, high-growth environment, you'll own strategic customer relationships, driving long-term success, retention, and commercial growth across a portfolio of globally recognised customers. This is an opportunity to partner with senior stakeholders, influence customer strategy, and mentor the wider Customer Success team while delivering measurable business outcomes.

Key Responsibilities:

Customer Relationship Management: Own a portfolio of Tier 2 customer relationships from onboarding through renewal, building trusted partnerships with key stakeholders. Lead strategic account planning and Executive Business Reviews to ensure customers achieve their business objectives and maximise value from the partnership.

Customer Success & Growth: Develop a deep understanding of each customer's business, proactively driving adoption, retention, and expansion opportunities. Lead renewal negotiations and identify opportunities to grow Annual Contract Value (ACV) while supporting long-term customer success.

Performance & Reporting: Monitor customer health, commercial performance, and service delivery against agreed KPIs. Provide insight-led reporting and forecasting, ensuring CRM accuracy and clear visibility of customer performance, risks, and opportunities.

Commercial Ownership: Take ownership of renewal performance, revenue recognition, and commercial outcomes across your portfolio. Manage forecasting, mitigate commercial risks, and ensure delivery against ACV and revenue targets.

Risk & Escalation Management: Proactively identify and manage commercial, operational, and delivery risks. Lead complex customer escalations, working cross-functionally to deliver timely resolutions while maintaining strong customer confidence.

Cross-Functional Collaboration: Partner closely with Sales, Delivery, Product, Finance, and Technical teams to ensure seamless customer experiences and successful delivery of strategic initiatives.

Coaching & Mentoring: Support the development of Customer Success Managers through mentoring, knowledge sharing, and best practice guidance, helping to drive consistency and excellence across the team.

Requirements:

• Proven experience in Customer Success, Account Management, or Client Services within ecommerce, SaaS, technology, or digital environments.
• Demonstrated experience managing strategic customer relationships, renewals, and commercial growth.
• Strong stakeholder management skills with the confidence to lead Executive Business Reviews and senior customer conversations.
• Commercially minded, with experience delivering retention, expansion, and revenue targets.
• Strong analytical and organisational skills, with experience using CRM platforms and forecasting customer performance.
• Experience coaching or mentoring colleagues is desirable.
• Proficient in PowerPoint, Excel, and CRM systems.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.