Customer Success Manager

About Boldspace & Boldstream™

Boldspace is a 6-year-old full-service brand and communications agency that has seen year-on-year growth since launch. From day one, we have built Boldstream™, our flagship data & analytics platform that empowers brands to measure and act on the real-time impact of their communications. 

As we continue to advance in a new phase of AI-native growth on Boldstream, investing heavily in agentic workflows, retrieval-augmented insights, and intelligent automation across reporting and analytics, we are seeking a Customer Success Manager to play a leading part in the future of the product & platform.

The Role

We are looking for a proactive, commercially-minded Customer Success Manager to own client relationships across BoldStream™ and ensure customers truly understand and realise the value of our the platform. 

You will sit at the heart of product adoption, partnering closely with marketing, analytics, product and operations teams. Your mission is to turn satisfied clients into advocates, drive renewals and expansion, and help shape the evolution of Boldstream through customer insight. 

• Serve as the main point of contact for BoldStream™ customers, ensuring seamless onboarding, adoption and ongoing success 

• Develop a deep understanding of clients’ marketing, data and communications objectives and translate them into actionable platform usage strategies 

• Track platform performance and usage health; proactively identify opportunities to increase value and retention 

• Deliver training, workshops and product demos to empower client teams 

• Own renewal, upsell conversations and identify growth opportunities 

• Capture, prioritise and communicate customer feedback to influence product roadmap and feature development 

• Collaborate with internal delivery teams to ensure alignment between analytics operations and client expectations 

• In time, maintain accurate account records and reporting on KPIs such as NRR, churn and engagement metrics 

Skills & Experience

• 4+ years in Customer Success or Account Management role within SaaS, marketing technology, analytics or agency environment 
• Strong understanding of marketing, brand communications or performance measurement 
• Excellent communication and presentation skills set, as well as confident stakeholder engagement at senior levels 
• Comfort analysing data insights and building compelling value stories for clients 
• Tech-savvy and curious, quick to learn new tools and workflows 
• A collaborative team player with bias for action, ownership and improvement 

Nice to Have 

• Experience with AI-enabled platforms, data visualisation tools, or marketing analytics 

• Knowledge of integrations, automation or API-driven workflows 

• Experience in a fast-growing startup or agency environment 

What We Offer 

• Opportunity to directly influence the future of a fast-scaling AI-native analytics product in the marketing space.

• Hybrid working within an existing vibrant agency culture and ambitious growth vision 

• Clear path for professional development and leadership progression 

• Exposure across brand, marketing and innovation disciplines 

• Pensions: a 5% employer contribution.
• Private Healthcare: Vitality
• Holiday: unlimited holiday (including all UK public holidays) – we trust our staff to take the time they need and still excel in their jobs – and days off for birthdays and moving house are guaranteed!
• Flexible working
• Socials: team socials regularly, chosen by the team.
• Team retreats: time to get to know each other away from the office.
• Bonus: transparent bonus structure where you can receive a % of base salary based on personal and company performance.
• Supporting good causes: we contribute some of our outperformance to charitable causes which the team help choose.
• Wellness: time within working hours every week for those that want or need it.
• Monthly benefits budget: £50 per month, every month, to spend on whatever you want – from a home delivered vegetable box and discounted gym memberships, to mental health support and professional coaching.

A CARBON NEUTRAL BUSINESS

Boldspace measures its performance on profit, people and planet combined. From day one, we will offset your carbon footprint entirely. The cost of this is covered 100% by the company.