Customer Success Manager | eCommerce / Fashion Tech Start-up
London (Hybrid) | c£65k + Bonus + Equity
I’m working with a high-growth, founder-led business redefining how premium and luxury brands engage customers online. This isn’t a typical CS role!
You’ll be joining a company building at the intersection of eCommerce, logistics, and customer experience – embedded directly into major retail sites and driving real commercial impact across conversion, returns, and customer value.
Why this stands out:
- A genuinely different model (not another SaaS tool)
- High-impact role with direct exposure to founders (small team/lots of accountability and ownership!)
- Opportunity to shape how Customer Success is built
- Working with premium / luxury brands with real commercial stakes
The role:
You’ll own a portfolio of brand partners end-to-end – from onboarding through to growth and retention.
This means:
- Driving partner performance and revenue (£300–500k+ accounts)
- Using data to shape strategy and outcomes
- Feeding directly into product and roadmap decisions
- Operating with real ownership from day one
The environment:
- Founder-led, fast-moving, low process
- Product + CS still evolving – real opportunity to build
- No playbooks – success comes from thinking, adapting, and owning problems
This is not a role for someone who relies on process!
What they’re looking for:
- ~4–7 years experience (CS, account management, consulting, agency, eCommerce)
- Strong commercial instincts + comfortable with data
- Curious, proactive, low ego
- Someone who enjoys building, not just operating
- Exposure to eCommerce / retail / luxury brands
How you’ll be assessed:
- Commercial thinking (growth, retention, revenue impact)
- Data-driven problem solving
- How you build trust with clients (this is not a one size fits all approach – you must be able to adjust your style for each customer)
- Ownership, initiative, and ability to operate in ambiguity
Bottom line:
High-exposure role with real ownership – ideal for someone who wants to build, think, and shape a function, not just follow a playbook.
#CustomerSuccess #eCommerce #FashionTech #Startups #Hiring
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