Strategic Customer Success Manager

Easol is the leading all-in-one ‘experience commerce’ platform built to power experience businesses including festivals, wellness retreats, food and drink, sports and adventure trips. With Easol, experience businesses have complete control to drive more direct sales, retain more revenue, own their data and run their business on their terms.

Easol has deep roots in experiences. The platform was founded by former festival founders, Lisa and Ben Simpson in 2017, after the husband and wife team endured challenges and frustrations first-hand while setting up and growing their own experience business including Rise, Europe’s biggest Snowsports and music festival, and Beyond Adventures, a series of adventure travel experiences in remote locations such as the Sahara desert and the Swedish archipelago.

About the Role

As Strategic Customer Success Manager at Easol, you’ll act as a key partner and trusted advisor to our highest-value creators, ensuring they achieve measurable business success through the Easol platform. You’ll own the end-to-end customer journey,  from onboarding, implementation, account retention and enabling account growth.This is a highly strategic, high-impact role where you’ll build strong customer relationships at all levels, deeply understand our customers’ goals and challenges, and help them make full use of the platform and wider Easol community. Your work will directly influence speed to on-sale, higher product adoption, world-class retention and renewals, improved satisfaction scores (e.g. NPS), and increased customer lifetime value.

• Implementation & Onboarding
• Ownership of enterprise-scale creator implementations, acting as primary sponsor and escalation point.

• Govern high-impact projects, ensuring agreed timelines, scope, and quality metrics are achieved to ensure timely delivery of implementation metrics to reduce time-to-value.
• Coordinate cross-functional teams (Product, Engineering, Sales, Ops) to deliver seamless launches aligned with business goals.
• Identify and proactively mitigate risks such as misaligned expectations or scope creep.
• Champion process handoffs between Sales, Onboarding, and Customer Success teams.

• Account Management & Growth
• Build and nurture customer relationships at all levels, identifying whitespace opportunities for improvement and growth.
• Own a portfolio of strategic accounts with full commercial accountability for revenue retention, expansion, and advocacy.
• Help customers achieve their objectives by understanding their business, success measures, and challenges by leading executive business reviews (QBRs) during onboarding to reinforce strategic alignment.
• Lead insight-driven account planning to identify and drive upsell and cross-sell opportunities.
• Maintain clear visibility on account performance through accurate forecasting and reporting.
• Curate and share success stories, testimonials, and case studies to strengthen Easol’s reputation.

• Strategic Leadership & Advocacy
• Become an Easol platform expert, enabling customers to make full use of functionalities and engage with the wider community.
• Design and automate a best-in-class customer feedback loop, advocating for customers’ needs with Product and Engineering to drive impactful new features.
• Serve as the voice of the customer at a strategic level, influencing roadmap and service delivery.
• Continuously optimise the implementation process while monitoring industry trends and sharing insights with leadership.
• Develop and refine scalable onboarding and account management playbooks and tools.

• Performance Measurement & Reporting
• Measure, analyse, and report on customer success and onboarding metrics.
• Track and improve adoption, satisfaction, retention, and revenue growth, including maintaining CRM hygiene.
• Drive measurable impact in customer KPIs and company-wide commercial objectives.