Senior Customer Success Manager (mat cover)

This is a fixed term maternity cover role. 

Our ideal start date is: 6th July 2026. 

LoyaltyLion is a leading loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

The role

We are looking for an experienced Customer Success expert to join us in our mission of making relationships the foundation of commerce. 

As a Senior Customer Success Manager, you’ll be responsible for working with a portfolio of great brands, ensuring they continuously recognise the impact our product delivers.

You’ll work closely with our Onboarding, Support and Account Management teams to drive our Net Retention Rate. You’ll do this by delighting our customers, demonstrating recurring impact, spotting and mitigating churn risks, securing renewals and uncovering upsell opportunities throughout the entire customer lifecycle. 

Requirements:

• 2 years + experience in a similar Customer Success or Account Management role, within a SaaS business 

• Fantastic written and verbal communication skills. Comfortable adapting your communication to different audiences: from business users of our platform, through to c-suite executives at our biggest brands 

• Commercial mindset: you are confident discussing ROI and the tangible impact software can have in a brand context

• Strong relationship builder: internally and externally. Comfortable managing multiple stakeholders across a variety of disciplines. 

• Highly organised with an excellent attention to detail 

• Solutions-oriented team player: leans into collaboration across the team and takes initiative in finding smarter, more efficient ways to work.

• Deliver a best in class experience to our brands. Build strong relationships and demonstrate recurring impact. 

• Manage multiple touch points to keep clients engaged and informed 

• Advise brands on loyalty strategy and optimisation opportunities to get the most out of their program 

• Discuss return on investment and the impact driven by our program 

• Support brands in adopting new features and participating in product beta testing 

• Proactively gather feedback and utilise our established feedback channels to share it, to improve our product and service 

• Continuously improve our offering by actively spotting opportunities to improve our current processes 

• Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer events 

• Partner with our Onboarding team to ensure the seamless transition into Customer Success 

• Partner with our Support team to ensure client queries are responded to and rectified quickly 

• Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey 

• Confidently forecast NRR performance, fully mitigate any ‘at risk’ clients and support upsells 

From health insurance and flexible working, to early Friday finishes and gift vouchers recognising your contribution to the team, we’re proud to offer the perks our P really want.

Financial & Insurance benefits
🛟 Life insurance from day 1
🎁 Access to comprehensive discounts through Perks at Work
💝 Charity giving scheme
💰 Optional pension salary sacrifice scheme

Working life benefits
⏰ Flexible working: our core hours are between 10-4 
🏠 Hybrid working with 2 days in our Farringdon Office 
🎉 4.30pm finish on Friday
🥳 Quarterly team and company-wide socials
🎟️ Earn gift vouchers by getting recognised for your great work every day by your colleagues  

Equipment
💻 Apple MacBook and all the equipment you need to be set up for success
🏡 £200 work from home allowance
🤖 Anthropic subscription

Growth and development
📚 Generous Learning & Development budget
📊 Bi-annual Performance Reviews with clear progression frameworksin place across every team

Time off benefits
🌞 25 days holiday per year +  bank holidays 
➕ One additional day of holiday for each year of service, up to 5 years 
🎄 Christmas annual leave booster 
🌍 Work from anywhere policy

Health & Wellbeing benefits
🩺 The choice of two of the following: wellbeing budget, private medical insurance through Vitality, or private dental insurance 
🚲 Cycle to work scheme
🤝 Employee Assistance Programme
Family benefits
👶 Enhanced parental leave
🏫 Workplace nursery scheme
❤️ Family forming leave policy