Jobs in Sunderland, Grande-Bretagne

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.

We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across APAC, North America, Europe, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.

• You’re a natural relationship builder who loves turning customers into long-term champions
• You get energy from solving problems and helping people succeed
• You can explain complex ideas in a simple, clear, and engaging way
• You care about outcomes - using data and insights to drive real impact
• You’re adaptable, resilient, and motivated by the fast pace of growth

Reporting to the Head of Customer Success, APAC, you will support our fast-growing base of leading and emerging ecommerce retailers. As a highly motivated CSM, you will be responsible for delivering a best-in-class customer experience for our suite of tools including search, merchandising, personalisation, feed management and optimisation solutions.

This role includes responsibilities for all Customer Success activities (including onboarding, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, expansion, etc.). You will work with a motivated team that can help guide and teach you as you learn the ropes. This is a great opportunity for a CSM looking to gain valuable experience working as a part of a high-performing customer-focussed team and grow their career.

• Manage key relationships with Athos Commerce customers to drive product adoption, and optimisation, and uncover opportunities for improved performance (including improved conversions, AOV and digital results)
• Drive retention and growth with current Athos Commerce customers by understanding their business needs and helping them succeed
• Manage onboarding of new customers, training of end-users, and post-go live support to ensure they are using the Athos Platform to the fullest extent
• Collaborate with the technical support and implementations team to configure our implementation per customer requirements and troubleshoot any issues raised by customers
• Represent the voice of the customer internally to provide input for product enhancements, marketing, and sales process
• Create one-to-many enablement and best practices content for customers including documentation, how-to guides, and videos
• Support customers via active participation in regular customer Virtual Office Hour or F2F User Group sessions
• Identify opportunities for customers to act as Athos Commerce advocates (testimonials, case studies, G2 crowd reviews)

• 2+ years of experience in Customer Success, Account Management, or related customer-facing roles, in a SaaS fast-paced environment
• Experience in the retail and/or ecommerce industry
• Proven experience growing MRR base
• Top performer, highly motivated, and results-orientated
• Ability to grow strong relationships with customers and partners
• Strong empathy for customers
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Ability to navigate challenging conversations and overcome roadblocks to deliver successful outcomes for clients
• Energy, passion, a great attitude and resilience are a must, we’re looking for our next shining star

• Fast-growing company with a proven playbook for success
• Work with innovative, industry-leading technology
• Join a high-performing, supportive team
• Uncapped commission – your success is rewarded
• Company-funded health insurance
• Remote-first and flexible work environment