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.
What You’ll Be Doing
Client Success & Relationship Management
- Manage and retain a portfolio of client accounts
- Build strong, trusted relationships with key stakeholders
- Drive engagement, satisfaction, and long-term loyalty
Retention & Growth
- Own client retention and revenue performance
- Identify upsell and cross-sell opportunities
- Partner with Account Management on commercial growth strategies
Renewals
- Manage end-to-end renewals for selected clients
- Proactively track contracts and lead negotiations
- Mitigate churn through early risk identification
Campaign Strategy & Execution
- Advise on best practices across email, SMS, and push
- Support clients in achieving marketing objectives
- Use data insights to optimise campaign performance
Platform & Technical Delivery
- 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
Delivery & Collaboration
- Partner with Technical Solutions on onboarding and projects
- Ensure seamless implementation and ongoing optimisation
- Act as the bridge between client needs and internal teams
CRM & Reporting
- Maintain accurate records in Salesforce
- Track KPIs across client health, retention, and growth
Experience
- 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
Bonus Points
- Experience working with consumer brands
- Fashion/retail industry exposure
Why Join Us?
- 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
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