Senior Strategic Customer Success Lead (Ecommerce)

Thgingenuity; 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 global brands. You will drive retention, expansion, and commercial growth while partnering with senior stakeholders to shape account strategy.

In a fast-paced, high-growth environment, you will mentor the Customer Success team and collaborate with Sales, Delivery, Product, Finance and Technical teams to deliver measurable business outcomes.

Qualifications

• Proven experience in Customer Success or account management within SaaS/digital environments.
• Experience managing strategic relationships, renewals, and growth.
• Strong stakeholder management and ability to lead executive reviews.
• Analytical and organized with CRM and forecasting experience.

Responsibilities

• Own a portfolio of Tier 2 customer relationships from onboarding through renewal.
• Lead Executive Business Reviews to align with customer objectives.
• Drive adoption, retention, and expansion opportunities.
• Monitor health, performance, and service delivery against KPIs.
• Own renewal forecasting and revenue outcomes across the portfolio.
• Collaborate with Sales, Delivery, Product, Finance and Tech teams.

Skills

Customer Success

Account Management

Stakeholder Management

Renewals & Growth

CRM & Forecasting

Cross-Functional Collaboration

Mentoring

Tools

CRM systems

PowerPoint

Excel

Job description

THG Ingenuity is seeking a Senior Customer Success Manager to own strategic relationships across a portfolio of global brands. You will drive retention, expansion, and commercial growth while partnering with senior stakeholders to shape account strategy.

In a fast-paced, high-growth environment, you will mentor the Customer Success team and collaborate with Sales, Delivery, Product, Finance and Technical teams to deliver measurable business outcomes.