Customer Success Manager

We're looking for a commercially minded and proactive Customer Success Manager to own and grow a portfolio of clients, including well-known consumer brands. This is a high-impact role where you'll act as a trusted advisor, helping clients maximise value from our platform while identifying opportunities to drive retention and revenue growth.

• Manage and retain a portfolio of client accounts
• Build strong, trusted relationships with key stakeholders
• Drive engagement, satisfaction, and long-term loyalty

• Own client retention and revenue performance
• Identify upsell and cross-sell opportunities
• Partner with Account Management on commercial growth strategies

• Manage end-to-end renewals for selected clients
• Proactively track contracts and lead negotiations
• Mitigate churn through early risk identification

• Advise on best practices across email, SMS, and push
• Support clients in achieving marketing objectives
• Use data insights to optimise campaign performance

• Work hands-on within the Mapp platform
• Build and execute multi-channel campaigns
• Support segmentation, targeting, and automation workflows
• Troubleshoot issues in collaboration with technical teams

• Partner with Technical Solutions on onboarding and projects
• Ensure seamless implementation and ongoing optimisation
• Act as the bridge between client needs and internal teams

• Maintain accurate records in Salesforce
• Track KPIs across client health, retention, and growth

• Customer Success, Account Management, or similar SaaS experience
• Salesforce Opportunity and pipeline knowledge
• Background in digital marketing (email, SMS, push)
• Experience managing renewals and driving account growth

• Commercial mindset with a focus on revenue growth
• Ability to manage multiple client relationships
• Strong analytical skills with data-driven decision making
• Comfortable working with marketing technology platforms

• Experience working with consumer brands
• Fashion/retail industry exposure

• Work with recognised global brands
• Be part of a collaborative, high-performing team
• Directly influence client success and revenue growth
• Hybrid working in a central London location

We're passionate about delivering exceptional client experiences, retaining clients and driving growth, and working in a fast-paced SaaS environment. If you're excited by this opportunity, we'd love to hear from you.