Senior Customer Success Manager

Senior Customer Success Manager – YOOBIC

Responsibilities

• Own strategic client relationships across YOOBIC’s largest and most complex accounts.
• Drive adoption and deliver measurable business outcomes for customers.
• Run Quarterly Business Reviews and Operational Reviews with senior stakeholders.
• Act as a trusted advisor, guiding clients on best practices, operating models, and change management.
• Spot risk and opportunity early; unblock issues and surface improvement opportunities.
• Leverage data, KPIs, and client metrics to support decision-making and prove impact.
• Collaborate cross‑functionally with Sales, Account Management, Product, and Support to deliver a unified customer experience.
• Feed market insights and client needs into product roadmap to influence product direction.
• Share best practices globally and help evolve the Customer Success organization.

Qualifications

• Strong experience in Customer Success, Client Relationship Management, or Consulting within B2B SaaS, ideally with enterprise or strategic clients.
• Experience in retail operations, visual merchandising, or frontline communications, understanding how stores operate (Retail Expert).
• Excellent relationship building skills, confident in client-facing roles and comfortable managing senior stakeholders.
• Data‑driven mindset, using data, KPIs, and insights to guide conversations and influence outcomes.
• Proactive owner mentality; takes initiative, moves fast, and holds accountability for results.
• Problem‑solving skills, thriving in complexity, adapting quickly, and finding solutions in ambiguous situations.
• Strong prioritization, competing demand management and organization.
• Based in Greater London.
• Strong understanding of the retail or grocery sector.
• Bonus: Previous experience with YOOBIC or similar frontline platforms.

Benefits

• 25 days annual leave.
• Hybrid working from our office in Hammersmith, London.
• Scottish Widow Pension scheme.
• Vitality medical coverage – primary care, hospital care and additional mental health coverage.
• Simplyhealth cash plan (including dental and vision coverage).
• Healthy Mind EAP.
• Short‑term and long‑term disability coverage.
• Life Assurance.
• Critical Illness coverage.
• Enhanced parental leave.
• Team events: weekly breakfast, gourmet lunches, and social events.
• Weekly free online HIIT sessions and gym discounts.
• Regular training and coaching to develop your role.

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