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For Companies At a Glance
- Tasks: Lead customer success initiatives and nurture relationships with enterprise clients.
- Company: Join a dynamic team at Athos Commerce, revolutionising e-commerce with innovative tools.
- Benefits: Enjoy competitive salary, bonus scheme, flexible working, and generous holiday allowance.
- Why this job: Make a real impact in the e-commerce industry while growing your career.
- Qualifications: 1+ years in a senior customer success role, strong communication, and analytical skills.
- Other info: Collaborative environment with opportunities for professional growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Who We AreAthos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and soldâon-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, and marketplace/social commerce performance. We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.
Who You Are
A senior customer success manager with at least 1 year of experience in a senior level role, leading growth and expansion plans for enterprise customers.
Strong understanding of customer success best practices when it comes to managing churn risk and account renewals.
Experience creating and implementing testing and optimisation roadmaps that generate significant improvements towards important KPIs.
Full ownership of client relationships, ensuring strong, proactive communication with accounts and encouraging the business to provide the best service possible.
Thrives in a fastâpaced environment, enjoys problem solving, and maintains a positive attitude.
What You\âll DoWorking on our product data feed management solution, we are seeking highly organised and technically savvy Senior Customer Success Managers who are driven to deliver results, demonstrate value, and drive customer retention.
As a key member of the Customer Success team, you will nurture relationships with assigned accounts and ensure customers realise the value of our solution as quickly as possible. Your role will involve identifying opportunities for valueâadded services to contribute to the company\âs revenue growth through renewals and revenue expansion.
On a dayâtoâday basis, you will create and execute detailed customerâfocused strategic account plans using project management platforms. You will provide training, mentoring, and ongoing support to customers, enabling them to fully leverage our platform to drive feature adoption and increased profitability.
Join our team and become part of a dynamic, collaborative, and forwardâthinking organisation that is revolutionising the eâcommerce industry.
How You Will Succeed
Establish strong relationships with customers:
Proactively engage with customers to understand their goals, challenges, and expectations.
Serve as the primary point of contact, providing guidance, support, and timely responses to inquiries.
Regularly conduct business reviews to assess customer satisfaction, prove ROI, and identify opportunities for improvement.
Drive customer success and retention:
Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
Monitor customer metrics and KPIs to track usage, satisfaction, and retention rates.
Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.
Collaborate with internal teams:
Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives.
Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
Work with implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.
Deliver exceptional customer support:
Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
Handle escalations or complaints with empathy and professionalism, working towards a swift resolution.
Provide training, resources, and best practices to maximize usage and adoption of our SaaS products.
Analyse customer data and provide insights:
Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
Identify upsell and crossâsell opportunities based on customer needs and usage patterns.
Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders.
What We\âre Looking For
Minimum 1 year experience in a Senior CS Manager role, preferably within digital marketing.
Proven experience in customer success or account management roles with a SaaS business.
Strong understanding of SaaS products and business models.
Excellent communication and relationshipâbuilding skills.
Ability to analyse data, identify trends, and make dataâdriven decisions.
Demonstrable problemâsolving and resolution abilities.
Strong organisational skills and ability to manage multiple customer accounts simultaneously.
Technical proficiency and ability to quickly learn new software and technologies.
Selfâmotivated, proactive, and resultsâoriented mindset.
Ability to work effectively both independently and as part of a team.
Experience creating testing and optimisation plans to target marketing KPIs, or similar CRO experience, is preferred.
Benefits And Company Perks
Competitive salary and bonus scheme.
The chance to work with innovative and progressive technology.
25 days\â holiday per year, increasing by one day for each additional year of service, to a maximum of 28 days.
Company pension scheme.
Vitality Healthcare / HalfâPrice Gym membership / Free Coffee and more.
Cycle to work program.
Flexible working between home and office.
Fun work atmosphere.
Athos Commerce is an equalâopportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don\ât hesitate to contact us.
Seniority levelMidâSenior level
Employment typeFullâtime
Job functionOther
IndustriesSoftware Development
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Senior Customer Success Manager employer: Athos Commerce
Contact Detail:
Athos Commerce Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Senior Customer Success Manager
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more connections you make, the better your chances of landing that Senior Customer Success Manager role.
â¨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your experience with customer success strategies and how you've driven results in previous roles. Use real examples to demonstrate your impact.
â¨Tip Number 3
Be proactive! If you see a company you're keen on, donât wait for them to post a job. Reach out directly, express your interest, and share how you can add value to their team. We love seeing candidates take the initiative!
â¨Tip Number 4
Keep learning! Stay updated on the latest trends in e-commerce and customer success. This not only boosts your knowledge but also shows potential employers that you're passionate about the field. Plus, it gives you great talking points during interviews!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success, especially any work with SaaS products, and show how you can drive customer retention and satisfaction.
Showcase Your Achievements: Donât just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible to illustrate how you've improved customer success or driven revenue growth in previous roles.
Be Authentic: Let your personality shine through in your application. We love candidates who are genuine and passionate about customer success. Share your problem-solving approach and how you build relationships with clients.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows youâre proactiveâsomething we value highly!
How to prepare for a job interview at Athos Commerce
â¨Know Your Customer Success Strategies
Make sure you brush up on customer success best practices, especially around managing churn risk and account renewals. Be ready to discuss specific strategies you've implemented in the past that led to significant improvements in customer satisfaction and retention.
â¨Showcase Your Analytical Skills
Prepare to talk about how you've used data analytics to drive customer success. Bring examples of how you've identified trends or upsell opportunities based on customer behaviour, and be ready to discuss the impact of your insights on KPIs.
â¨Demonstrate Proactive Communication
Athos Commerce values strong relationships with customers, so be prepared to share how you've proactively engaged with clients in previous roles. Highlight instances where your communication led to improved client satisfaction or successful project outcomes.
â¨Be Ready for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview that test your problem-solving abilities. Think about challenges you've encountered in customer success and how you resolved them, showcasing your ability to remain calm under pressure and find effective solutions.
