Customer Success Manager

Feefo helps both consumers and businesses make the right decisions. Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake‑free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on – every time.

We’re a team of technology specialists, industry experts, and multi‑lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too. We are proud to work with companies, large and small, from household names to local heroes.

About The Role

The Customer Success Manager (CSM) is accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure ongoing retention, driving product engagement to deliver ROI and world class service. In addition, you are responsible for raising the company’s profile/reputation and support in building customer advocacy through PR opportunities, case studies, testimonials and referrals, supporting in a pre‑sales capacity when required.

Pro‑actively develop strong relationships between Feefo and the client including identifying key stakeholders and client motivation/buying reasons for using Feefo, advising on product integration, data structure, use of reporting, sharing industry knowledge and best practice product usage; ensuring clients understand what we do, new features, understanding issues preventing a client from getting the most out of our platform and products.

• Build Strong Customer Relationships
  • Cultivate and develop deep relationships with multiple stakeholders across various operational, technical, and commercial levels.
  • Take ownership of customer relationships, ensuring the execution of our value proposition and alignment with customer expectations.
  • Identify and cultivate opportunities for strategic partnerships and collaborations with customers.
  • Anticipate and address customer needs proactively, ensuring a seamless and positive experience.
• Drive Renewals and Expansion
  • Work closely with the Sales team to develop and execute targeted upselling and cross‑selling strategies.
  • Leverage customer insights to identify expansion opportunities and tailor solutions to meet their evolving needs.
  • Ensure timely completion of renewals in accordance with our established CRM processes.
  • Utilise data‑driven insights to optimise customer engagement and identify opportunities for growth.
• Account Planning and Strategy
  • Develop, maintain and execute strategic account plans that align with the customer's business objectives and drive revenue growth for Feefo.
  • Conduct quarterly business reviews to assess customer satisfaction, identify areas for improvement, and propose value‑added solutions.
  • Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform.
• Product Expertise and Adoption
  • Acquire a deep understanding of our solutions and their place in the market.
  • Collaborate with the Product team to provide feedback on customer needs and influence the product roadmap.
  • Train and empower customers to maximise the value of our products and services.
  • Communicate product updates and enhancements clearly to customers.
• Issue Resolution and Customer Satisfaction
  • Take ownership of customer issues and drive them to resolution, minimising impact on the customer's business.
  • Measure and track customer satisfaction metrics and implement strategies to improve performance.
  • Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their other platforms.

Experienced Preferred

• Proven track record in customer success, account management, or a similar role.
• Strong commercial acumen and a focus on revenue generation.
• Excellent communication and interpersonal skills.
• Ability to build strong relationships with customers at all levels.
• Strong problem‑solving and analytical skills.
• Experience with CRM and other relevant tools.
• A passion for customer success and a desire to exceed expectations.

Skills & Experience Must Have:

• 4+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment.
• Proven ability to prioritise and manage multiple projects in a dynamic environment.
• Excellent negotiation skills and ability to work within tight time frames and under pressure.
• Proficient in creating and delivering compelling presentations for technical products.
• Excellent verbal and written communication skills, comfortable working in a technical environment.
• Experience using a CRM platform for pipeline management. We use Dynamics.
• Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments.
• Positive attitude, team player, adaptable, resourceful, and self‑starter.
• Good understanding of operational processes with excellent commercial awareness.
• Consultative approach to problem‑solving and execution of customer issue resolutions.

Qualifications & Training

Desirable – previous experience working within the following sectors: Travel, Retail or Automotive.

At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered. We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.