Senior Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Take ownership of the customer journey from the initial project kick-off to launch, adoption, and the ongoing realization of value.

• Establish trusted relationships within complex enterprise organizations, engaging stakeholders from engineering and data/product teams to VP and C-level executives.

• Align both technical and business stakeholders around unified success plans.

• Convert technical concepts, product capabilities, and performance data into business value related to conversion, revenue, customer experience, and operational efficiency.

• Plan and conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), effectively communicating measurable impacts, facilitating strategic discussions, making recommendations, and aligning on priorities and next steps.

• Identify risks, obstacles, and shifting customer priorities; manage escalations until resolution.

• Advocate for customer needs while exercising sound judgment regarding engineering involvement, prioritization, and alternative solutions.

• Utilize customer insights, performance data, and ecommerce best practices to offer proactive strategic recommendations.

• Maintain success plans, stakeholder maps, account documentation, training materials, and agreed-upon actions.

• Collaborate with Account Management to support customer retention and growth, while identifying opportunities for expansion.

• Enhance onboarding, integration, and customer support processes by sharing scalable best practices.

⛳️ Requirements

• Located in the UK.

• Minimum of three years of experience in managing relationships with enterprise customers in Customer Success, Account Management, Solutions Consulting, or a similar customer-facing role.

• Proven experience working with complex enterprise organizations and cultivating trusted relationships with technical teams, product leaders, Ecommerce Directors, VPs, and C-level executives.

• Strong executive presence and confidence in leading strategic customer discussions, including QBRs and EBRs.

• Excellent influencing and stakeholder management skills, with the ability to generate momentum and drive progress without direct authority.

• Strong problem-solving abilities, intellectual curiosity, and a capacity to quickly learn in a fast-paced, technically sophisticated environment.

• Experience in ecommerce, digital commerce, search, product discovery, or a related field is highly regarded.

• Business-level proficiency in Swedish, Danish, Norwegian, or Finnish is mentioned in the application form but is not a requirement.

🏝️ Benefits

• A competitive compensation package that includes stock options.

• Fully remote team — you can choose your place of residence.

• Work from home stipend provided.

• Apple laptops supplied for new employees.

• Annual training and development budget allocated for every employee.

• Parental leave available for eligible employees.

• Collaborate with intelligent colleagues who will help you grow and make a significant impact.