Senior Customer Success Manager

Mention Me pride ourselves in providing end-end acquisition solutions to our customers through our leading AI-powered referral marketing solution and our AI-first micro influencer solution.

Backed by Octopus Ventures and Eight Roads, we’ve raised $32 million in funding since 2018.

Since 2013, our award-winning acquisition platform has driven over 9 million new customers, generating $3 billion in incremental revenue for our clients.

There’s a good chance you’ve already come across us while online shopping from ASOS, PUMA, Gymshark, Charlotte Tilbury, or any other of the 500+ global brands we work with.

Becoming a Mentioneer means you’ll be joining a driven team, with big plans, at a genuinely exciting time for our business.

As a Senior Customer Success Manager, you will own the post-sale relationship with our most valuable accounts; complex organisations with multi-stakeholder buying committees, and sophisticated technical environments. You will be the trusted advisor and executive sponsor these customers rely on to realise value, expand their use of the platform, and become champions of our product inside their organisations.

This role demands someone who is genuinely comfortable operating at the most senior levels of a large businesses. You will spend the majority of your time on-site with customers, building relationships across the levels of their business, challenging conventional thinking, and guiding organisations through significant changes in how they approach marketing, customer acquisition, and advocacy.

This is not a remote-first, reactive role. It requires presence, gravitas, and the ability to navigate the complexity and politics that come with managing relationships inside complex organisations.

You must be willing and able to travel 30% or more of your time to customer locations across the UK and internationally.

Executive Stakeholder Engagement

• Build and own trusted relationships at C-suite and VP level across your portfolio, including CMOs, CEOs, CTOs, and their direct reports, ensuring you are seen as a strategic partner rather than a vendor contact.
• Develop a deliberate executive engagement plan for each account, mapping influence, stakeholder mapping, and building relationships that exist independently of any single point of contact.
• Lead and facilitate executive business reviews (EBRs) that speak the language of business outcomes, not product features. Connecting platform ROI to board-level priorities.
• Be unafraid to challenge executive stakeholders constructively, pushing back on misaligned strategies and guiding large organisations out of their comfort zone when it serves their long-term success.

Navigating Large Enterprise Organisations

• Chair and lead complex, multi-workstream programmes within accounts of different sizes, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously.
• Navigate the internal politics, competing priorities, and slow decision-making cycles that characterise organisations in different industries, building coalitions of support and maintaining momentum through change.
• Identify and develop internal champions at multiple levels of the organisation, ensuring adoption and advocacy is not reliant on a single sponsor.
• Manage complex stakeholder matrices with diplomacy, patience, and strategic intent, knowing when to escalate, when to push, and when to listen.

Account Growth & Revenue

• Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets for your portfolio of enterprise accounts.
• Proactively identify and qualify expansion opportunities,  including upsell, cross-sell, and new use cases. 
• Lead commercial negotiations for renewals and multi-year contract expansions, building a compelling business case grounded in demonstrated value.
• Understand the procurement and budget cycles of businesses and plan your commercial engagement accordingly.

Value Realisation & Onboarding

• Lead the onboarding of new enterprise customers, orchestrating cross-functional internal teams (Operationss Support, Product) to deliver fast, measurable time-to-value.
• Co-develop tailored Success Plans with each customer that map platform capabilities to their