Senior Customer Success Manager, UK

TN United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to join their innovative team in London. This pivotal role involves nurturing C-Suite relationships, ensuring client satisfaction, and driving revenue growth for leading retail brands. The ideal candidate will possess exceptional communication skills and a strong background in Customer Success, particularly within enterprise software. You will be responsible for delivering value to clients, managing renewals, and leading strategic initiatives. Join this dynamic organization and make a significant impact in the retail marketing space.

Benefits

30 days holiday + 1 day on your birthday

Health Insurance (Bupa)

Mental Health Support (Spill, Calm)

Cycle to work scheme

Enhanced Financial Benefits

Qualifications

• 5+ years of experience in Customer Success within enterprise software.
• Proven track record in managing large, complex client relationships.

Responsibilities

• Drive customer retention and satisfaction through strategic communication.
• Manage end-to-end commercial negotiations and upsell opportunities.

Skills

Customer Success Management

Stakeholder Management

Negotiation Skills

Data Analysis

Communication Skills

Relationship Building

Ecommerce Marketing

Project Management

Education

Bachelor's Degree

Relevant Certifications

Tools

Salesforce

Data Reporting Tools

Job description

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Senior Customer Success Manager, UK, London

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Client:

Ometria

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

ecb7085409b6

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Senior Customer Success Manager

Location: UK Hybrid

We’re seeking a Senior Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Manager of Customer Success managing a portfolio of our enterprise clients. Your primary focus will be on nurturing C-Suite relationships, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.

Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

What you'll be doing:

Key Outcomes:

• Retain your customers, secure their renewal and hit retention targets
• Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Master Sentiment Analysis: Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
• Own end to end commercial negotiations
• Mastery of Negotiations: Oversee end-to-end commercial negotiations, solidifying prosperous partnerships.
• Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Maintain senior stakeholder champions in each of your accounts
• Champion Senior Stakeholders: Foster senior-level champions in each account, fortifying engagement and retention strategies.
• Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
• Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organisations.
• Deliver on promise : Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.

Key Responsibilities:

• Deliver timely and accurate commercial forecasting - treat Salesforce and internal commercial forecasting tools as a proof point for the impact of Customer Success outcomes and retention driving initiatives. Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
• Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
• Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse. Guide more junior team members on navigating their client accounts effectively based on your experience.
• Drive Enterprise customer adoption and value with visibility and buy-in from senior decision makers - Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
• Be a retail expert and deliver strategic guidance - deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your

About you:

• 5 years of Customer Success experience in an enterprise software organisation working with large, complex clients preferably in the Retail space.
• Exceptional Communicator - you love to deliver value to your clients by confidently presenting successes and opportunities aligned with their service level. You enjoy partnering with multiple internal teams and confidently and authoritatively communicate with a diverse range of both internal and external stakeholders, including C-Suite executives.
• Relationship builder - you’re a natural relationship builder, adapting your communication style easily with C-suite executives, tech leads, marketing heads and end users as required.
• Business and commercial acumen - you identify trends in business performance to secure commercial opportunities and mitigate risk with action plans on how to solve these.
• Customer Service Excellence - you have a proven track record of delivering first-class customer service, consistently exceeding client expectations.
• Data Literacy and Storytelling - you are comfortable working with, manipulating, and interpreting data sets, utilising a combination of reporting tools. You can turn data into insight and build compelling narratives through your ability to analyse key trends and KPIs.
• Meticulous prioritisation and self management - you are a self starter and thrive in fast-paced environments and effectively manage multiple tasks under pressure. You enjoy finding ways to work smarter and collaboratively contribute your ideas with your peers and managers.
• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Health Insurance (Bupa)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)