Customer Success Manager

AboutBoldspace& Boldstream

Boldspaceis a 6-year-old full-service brand and communications agency that has seen year-on-year growth since launch. From day one, we have builtBoldstream , 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-mindedCustomer Success Managerto own client relationships acrossBoldStream and ensure customerstruly understandandrealisethe value of our the platform.

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

• Serve as the main point of contact forBoldStream customers, ensuring seamless onboarding,adoptionand ongoing success
• Develop a deep understanding of clients' marketing, data andcommunications objectivesand translate them into actionable platform usage strategies
• Track platform performance and usage health; proactivelyidentifyopportunities to increase value and retention
• Deliver training,workshopsand product demos to empower client teams
• Own renewal, upsell conversations andidentifygrowth opportunities
• Capture,prioritiseand 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, maintainaccurateaccount 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
• Comfortanalysingdata 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, datavisualisationtools, or marketing analytics
• Knowledge of integrations,automationor 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 productin 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,marketingand 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.