Customer Success Manager

We’re looking for a commercially minded and proactive Customer Success Manager to own and grow a portfolio of clients, including well-known consumer brands. This is a high-impact role where you’ll act as a trusted advisor, helping clients maximise value from our platform while identifying opportunities to drive retention and revenue growth.

🤝 Client Success & Relationship Management

• Manage and retain a portfolio of client accounts

• Build strong, trusted relationships with key stakeholders

• Drive engagement, satisfaction, and long-term loyalty

📈 Retention & Growth

• Own client retention and revenue performance

• Identify upsell and cross-sell opportunities

• Partner with Account Management on commercial growth strategies

🔄 Renewals

• Manage end-to-end renewals for selected clients

• Proactively track contracts and lead negotiations

• Mitigate churn through early risk identification

📊 Campaign Strategy & Execution

• Advise on best practices across email, SMS, and push

• Support clients in achieving marketing objectives

• Use data insights to optimise campaign performance

⚙️ Platform & Technical Delivery

• Work hands-on within the Mapp platform

• Build and execute multi-channel campaigns

• Support segmentation, targeting, and automation workflows

• Troubleshoot issues in collaboration with technical teams

🚀 Delivery & Collaboration

• Partner with Technical Solutions on onboarding and projects

• Ensure seamless implementation and ongoing optimisation

• Act as the bridge between client needs and internal teams

📌 CRM & Reporting

• Maintain accurate records in Salesforce

• Track KPIs across client health, retention, and growth

Experience

• Customer Success, Account Management, or similar SaaS experience

• Salesforce Opportunity and pipeline knowledge

• Background in digital marketing (email, SMS, push)

• Experience managing renewals and driving account growth

• Commercial mindset with a focus on revenue growth

• Ability to manage multiple client relationships

• Strong analytical skills with data-driven decision making

• Comfortable working with marketing technology platforms

Bonus Points

• Experience working with consumer brands

• Fashion/retail industry exposure

Why Join Us?

• Work with recognised global brands

• Be part of a collaborative, high-performing team

• Directly influence client success and revenue growth

• Hybrid working in a central London location

If you’re passionate about delivering exceptional client experiences, retaining clients and driving growth, and working in a fast-paced SaaS environment, we’d love to hear from you.

Apply now or reach out to learn more.