Senior Customer Success Manager / Customer Success Manager
eCommerce Tech | High-Growth Scale-Up
London (Hybrid – 2 days/week)
To £75k + Bonus + Equity
The Opportunity
We’re partnering with a high-growth, founder-led eCommerce technology business redefining how premium and luxury brands engage customers online.
This is a high-impact, commercially-led Customer Success role, working closely with leadership to shape how Customer Success evolves as the company scales.
You’ll own a portfolio of high-value brand partners, driving performance, retention, and growth through a blend of relationship management, commercial thinking, and data-led insight.
What This Role Really Is (and isn’t)
This is not a high-volume CSM role.
- Small portfolio of high-value accounts (£100k–£600k+)
- Depth of relationship, not surface-level account management
- Acting as a trusted advisor to senior stakeholders
- Driving commercial outcomes, not just service delivery
What You’ll Be Doing
- Owning relationships end-to-end (onboarding → growth → retention)
- Leading strategic conversations and QBRs with senior stakeholders
- Identifying and unlocking revenue opportunities
- Turning data into clear, commercially actionable insight
- Influencing product and business decisions through client feedback
What They’re Looking For
- Experience managing a small number of high-value accounts (not 50+)
- Strong track record of owning relationships and driving growth
- Confident communicator—able to lead, challenge, and influence
- Commercially minded and comfortable with data and performance metrics
- Clear career progression and increasing responsibility
- Experience in a startup, scale-up, or fast-paced environment
Backgrounds That Fit Well
- eCommerce / Shopify agencies
- eCommerce SaaS / retail tech platforms
- Strategic account management within digital or performance agencies
What Won’t Work
- High-volume account management backgrounds
- Junior profiles managing small-value clients
- Highly corporate, process-driven environments
Why Join
- Work directly with leadership in a scaling business
- High ownership and real commercial impact
- Opportunity to shape the Customer Success function
- Clear pathway to Head of Customer Success
- Equity upside in a business with strong momentum
In Short
A role for someone who thrives on depth, ownership, and commercial impact - not volume or process.