Customer Success Manager

Summary

Join Triple Whale as a Customer Success Manager (CSM) in London, supporting eCommerce stores and agency clients. This remote role, initially based in London, may transition to hybrid or in-office. You will own client relationships, providing consultative, data-driven program strategy and advising on marketing. Collaboration with internal teams is key to maximizing client value and revenue growth. The role requires experience in e-commerce customer service, strong communication skills, and adaptability to a fast-paced startup environment. A competitive salary (£40,000-£60,000) and a 15% annual variable bonus are offered.

Requirements

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Loves working on a team
• Applications without a cover letter will not be considered

Responsibilities

• Take ownership of relationships with Enterprise clients and lead their program strategy in a consultative and data-driven fashion
• Work with customers as a trusted consultant and own customer relationships completely - advising on marketing strategy, best practices and feature functionality
• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale
• Revenue and renewal forecasting
• Understand customers’ goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

Benefits

• ��40,000 - £60,000 a year
• 15% annual variable bonus