Customer Success Manager - London

About SoPost

SoPost is one of the UK’s fastest growing technology companies and we are thoroughly disrupting the product sampling space. Our technology is used by many of the world's leading brands to run the most powerful sampling campaigns online, with a focus on relevance, data and analytics. We work with more than 200 different brands, including the largest beauty and FMCG groups.

In 2020 we ranked in the top 50 of the Sunday Times Tech Track 100, and since then our growth trajectory has been significant. 2022 brought great pride when we were awarded the 'Advanced Good Work Pledge', and in 2023, our Finance Team won Business Finance Team of the Year at the North East Accountancy Awards. In 2024, we were also thrilled to have been named in the Sunday Times Top 100 Places to Work.

We believe that it is not just our technology which sets us apart but also our people and we have an ambition to build a team of the most talented individuals in our industry.

Curious about what makes SoPost so special? Watch our 'What makes SoPost a great place to work?' video to hear more from those who know us best.

Tasks

Key Responsibilities

• Manage post-sale execution of SoPost campaign offerings through various media channels
• Lead multiple brand partner project timelines/deadlines, creative asset management, campaign onboarding, technology setup and troubleshooting
• Liaise with brand partners and media teams to consult on digital sampling and creative best practices
• Report and monitor live campaign activity, problem solving any challenges that may arise, and collaborating with the consumer journeys and Data team
• Support the account management team in the delivery of post campaign analytics and relationship development
• Communicate brand partner needs with internal senior team members to ensure product development and overall execution aligns with brand partner goals and objectives
• Support in the development of internal and external documentation
• Coordinate and manage sample stock deliveries with the warehouse operations team
• Work closely with the product team to provide feedback and communicate brand needs, helping to shape a customer-first product
• Mentor and support junior team members
• Support the Customer Success Team Lead by proactively identifying opportunities to improve our project management services for brand partners
• Identify key findings and trends from EMEA campaign data that can be shared with the wider team to expand expertise.

Requirements

Essential Skills:

This role requires a high degree of organisation, the ability to problem solve and tenacity to make sure campaigns stay on track and brand partners meet their objectives.

The skills mentioned below are required for this position:

• Digital campaign activation experience is strongly preferred
• Organised and process orientated, with excellent time management capabilities
• Methodical in approach and process driven, with superb attention to detail
• Beauty or FMCG category experience would be advantageous
• Experience of improving internal operational efficiencies
• Strong critical and analytical thinking skills
• Excellent written and verbal communication skills
• Strong relationship and interpersonal skills
• High level of efficiency and accuracy
• 2-4 years of related work experience required
• The ability to speak French or German is a plus (but not required!)

Benefits

What we will offer you:

• Competitive salary
• 25 days of annual leave, plus bank holidays and three additional days over Christmas and New Year when all SoPost offices are closed
• One 'Life Moment' per year of additional leave, which you can define, it could be your child's first day at school, a house move, or your birthday
• Quarterly wellness allowance
• After 5 and 10 years (in your 6th and 11th years), the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever inspires you
• Commitment to growing your professional development, with a training budget to support that commitment, including study support
• Participation in our annual bonus plan and pension scheme
• SoPost Me Anywhere — work anywhere in the world for two weeks per year
• Enhanced maternity leave pay
• Dog-friendly office — bring your best friend to work with you
• Social events (monthly team lunches, quarterly drinks, and team-building activities)
• Medical cash plan — a health benefit that helps cover the cost of routine healthcare by reimbursing you for everyday essentials like dental care, optical appointments, and physiotherapy
• Employee Assistance Programme — 24/7 access to confidential support, counselling services, and expert guidance on wellbeing, finances, and mental health

Hiring Process

The hiring process may change slightly depending on a number of factors. It is generally a multi-step process as indicated. If you pass one stage, you will proceed to the next.

We believe that the successful recruitment for any role at SoPost is as much about giving you the opportunity to find out about us and our company as it is about us finding out about you and your capabilities. We want you to be as excited about joining SoPost as we are about being here!

With that philosophy in mind, we will be running the following selection process to ensure that each candidate is given a comprehensive view of what we are all about. Please note that applications are reviewed and interviews are conducted on a rolling basis, so don’t wait to apply!

Please let a member of the team know if you require any adjustments to the process, or include this in your application form.

Stage 1:
A 30 minute video call with our Customer Success Team Lead who will review your CV, explore your motivations for applying, and discuss what excites you about the role. You’ll also have the opportunity to ask any questions you may have about the position, or SoPost.

Stage 2:
(Part 1) You will be asked to complete a pre-interview task.
(Part 2) You will be invited to present your solution to members of our Senior Team. This may be virtual or in person, depending on your location. Please note if we are unable to conduct the panel interview in person, you may be invited to an additional in-person stage before the final interview.

Stage 3:
A virtual call with our Founder and CEO, Jonny.

References & Offer:
We will make a formal offer, subject to references.

This role is based in London, UK. Employment is conditional on the candidate’s right to work in the chosen location. SoPost is not able to offer visa sponsorship for this role.

SoPost is committed to the fair treatment of its staff, potential staff or users of its services, regardless of offending background. We are required to carry out a basic criminal check as part of our pre-employment checks. A written policy on the recruitment of ex-offenders is available on request.

We reserve the right to close this vacancy when we receive a sufficient amount of applications.