Senior Strategic Customer Success Manager

Global-e; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading cross-border e-commerce provider is seeking a Senior Strategic Customer Success Manager to manage key UK merchant relationships and drive revenue growth. This hybrid role involves collaborating with top-tier enterprise brands, leveraging data insights, and ensuring operational excellence. The successful candidate will have over 4 years of experience in strategic account management and a strong ability to influence C-level stakeholders.

Qualifications

• 4+ years of experience in strategic account management or customer success.
• Proven success in managing large enterprise accounts.
• B2B experience in e-commerce or tech industries preferred.

Responsibilities

• Serve as the primary strategic partner for high-value enterprise merchants.
• Drive upsell and expansion initiatives with revenue accountability.
• Prepare and deliver performance reviews and KPI analysis.
• Collaborate with internal teams to ensure seamless execution.

Skills

Strategic account management

Customer success

Analytical skills

Communication skills

Data-driven insights

Stakeholder management

Cross-functional collaboration

Education

BA/BS degree

Job description

Senior Strategic Customer Success Manager

Global-e is seeking a Senior Strategic Accounts Customer Success Manager to own and grow some of our largest and most strategically important UK merchant relationships. These accounts represent a significant share of our revenue and are central to our continued global expansion.

In this role, you will act as the primary strategic partner to top‑tier enterprise brands—advising C‑level executives, optimizing global cross‑border performance, and driving measurable revenue growth. You’ll connect business strategy with operational excellence across a complex international ecosystem, ensuring merchants realise maximum value through Global‑e’s platform, services, and expertise.

You’ll join a high‑performing international team and work with some of the world’s most recognized brands. Global‑e is the leading cross‑border e‑commerce provider, and this role gives you a front‑row seat in the transformation of global direct‑to‑consumer commerce.

This is a hybrid position with 3 days in the office and 2 days remote.

Strategic Relationship Leadership

• Serve as the lead point of contact and trusted strategic advisor for a portfolio of Global‑e’s highest‑value enterprise merchants.
• Build long‑term, C‑level relationships and influence strategic decision‑making through data‑driven insights and best practices.
• Represent the merchant voice internally to Product, Operations, Marketing, and other key teams.

Revenue Growth & Commercial Expansion

• Drive upsell, cross‑sell, and expansion initiatives across your book of business with clear revenue accountability.
• Identify and execute opportunities that expand footprint, enable new markets, or unlock incremental revenue.
• Proactively spot risks or red flags and create mitigation plans.

Performance Management & Insights

• Prepare and deliver performance reviews, QBRs, and KPI analysis that translate data into actionable recommendations.
• Provide guidance on operational, marketing, and strategic levers that improve merchant performance.
• Benchmark merchant KPIs against industry trends and Global‑e best practices.

Operational Excellence & Cross‑Functional Collaboration

• Partner closely with internal stakeholders (Product, Operations, Engineering, Payments, Logistics) to ensure seamless execution.
• Ensure timely delivery of Global‑e solutions in alignment with merchant goals and operational requirements.
• Navigate complex, multi‑market environments to solve challenges and deliver enterprise‑grade outcomes.

Requirements

• 4+ years of experience in strategic account management, customer success, or enterprise client leadership.
• Proven success managing and growing large, global enterprise accounts in complex environments.
• B2B experience in SaaS, e‑commerce, logistics, payments, or related tech industries preferred.
• Strong analytical skills with the ability to interpret data, identify trends, and communicate insights confidently.
• Track record in managing complex stakeholder relationships and/or senior level executives.
• Exceptional communication and presentation abilities, including experience engaging senior and C‑level stakeholders.
• Demonstrated ability to manage multiple initiatives simultaneously and influence cross‑functional teams.
• Experience driving measurable revenue expansion within an existing client base.
• Flexibility to work across time zones to support global merchant teams.
• BA/BS degree preferred.

Note: Unfortunately, we are unable to support with visa sponsorships.

Global‑e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life. Our people play the key role in our success, and we are always looking for more driven, talented, and ambitious individuals to join our growing international family.