Senior Customer Success Manager

Senior Customer Success Manager EMEA

Enterprise SaaS

Customer Data Platform & eCommerce

Location: London (On-site 4 days a week)

Type: Full-time

Overview

This platform underpins some of the most advanced customer engagement strategies globally, trusted by leading enterprise brands such as Airbnb, Spotify, NBCUniversal, JetBlue, Marks & Spencer, and ASOS. Operating at significant scale, it processes billions of transactions each year and enables real-time interactions for hundreds of millions of consumers. Backed by a global organisation of 700+ employees across North America, EMEA, and APAC, the business combines the pace of a high-growth scale-up with the backing and infrastructure of a well-established international company. Deeply embedded within clients’ technology stacks, it acts as a mission-critical layer for managing and activating customer data — powering everything from acquisition and onboarding through to retention, personalisation, and lifetime value optimisation.

The product suite combines best-in-class capabilities across real-time data collection and unification, streaming infrastructure, audience segmentation, and AI-driven personalisation and decisioning. What sets this apart is the combination of two highly complementary platforms — one focused on customer data infrastructure, the other on ecommerce monetisation and real-time relevance — creating a uniquely powerful, end-to-end solution. Still early in its combined journey, the business is experiencing strong momentum, with growing demand from enterprise customers looking to better leverage data, AI, and personalisation to unlock new revenue opportunities.

Following a recent strategic merger, we have combined best-in-class capabilities across data infrastructure, AI, and ecommerce to create a truly differentiated platform. The business is scaling rapidly, now powering billions of transactions annually and enabling hundreds of millions of customer interactions for some of the world’s most recognisable consumer brands.

This is a unique opportunity to join a company at an inflection point - where product innovation, market demand, and commercial momentum are all accelerating.

Why This Opportunity Stands Out

• Operates in the high-growth CDP and data activation market, one of the most in-demand areas in SaaS
• A market-leading platform trusted by global enterprise brands
• Strong product-market fit, with clear ROI for customers (driving revenue, retention, and personalisation at scale)
• Backed by advanced AI and machine learning capabilities, enabling real-time decisioning
• Significant post-merger momentum, unlocking new cross-sell opportunities and accelerating growth
• Exposure to complex, high-value enterprise customers and strategic use cases

The Role

As a Senior Customer Success Manager or Customer Success Manager (there are 2 roles), you will own and grow relationships with a portfolio of strategic enterprise customers across EMEA.

You will act as a trusted advisor, helping customers unlock the full value of a powerful data platform while driving adoption, expansion, and long-term success. This is a highly commercial CSM role with clear impact on revenue growth.

Key Responsibilities

• Build deep, trusted relationships with senior stakeholders across enterprise accounts
• Partner with customers to define and execute data-driven success strategies aligned to business goals
• Drive adoption of the platform by enabling high-impact use cases across marketing, product, and data teams
• Identify and deliver expansion opportunities across products, features, and use cases
• Lead strategic business reviews, demonstrating ROI and aligning on future growth plans
• Collaborate closely with Sales, Solutions, and Product teams to deliver a seamless customer experience
• Act as the voice of the customer internally, influencing product innovation

Requirements

• 3+ years in Customer Success, Account Management, or Solutions Consulting within enterprise SaaS
• Experience working with large, complex, global customers
• Strong understanding of data, martech, CDPs, or adjacent technical platforms
• Commercially minded with a track record of driving retention and expansion
• Strong stakeholder management, including executive-level engagement
• Ability to translate data and platform capabilities into tangible business outcomes
• Comfortable operating in a fast-paced, high-growth environment

What Success Looks Like

• High retention and expansion across enterprise accounts
• Strong platform adoption and measurable customer outcomes
• Growth in strategic, high-value use cases
• Long-term, trusted partnerships with customers

Culture & Environment

• High-performance, high-growth environment with strong momentum
• Collaborative, ambitious, and product-focused culture
• Clear progression opportunities in a scaling business
• Strong emphasis on innovation, ownership, and impact

Benefits

• Competitive salary + bonus
• Equity participation
• Enhanced benefits package
• Opportunity to work with leading global brands
• Exposure to cutting-edge AI and data technology