At a Glance
- Tasks: Drive customer success and engagement while building strong relationships with clients.
- Company: Join a leading AdTech/MarTech company focused on innovation and customer experience.
- Benefits: Comprehensive benefits package, including health programs, paid time off, and retirement planning.
- Other info: Hybrid work model based in London with opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact in the customer journey.
- Qualifications: 1–2+ years in Customer Success or Account Management with excellent client management skills.
The predicted salary is between 50000 - 65000 £ per year.
We are looking for a driven individual with great business acumen, a hunger to learn the AdTech / MarTech space, and a commitment to professional growth to join our team as a Commercial Customer Success Manager. As a part of a team focused on customer experience, adoption and success, you will act as a trusted advisor for customers.
As a Commercial Customer Success Manager you will be focused on building strong relationships with your customers as a customer advocate, driving adoption through value, consumption growth, and ensuring retention. You will collaborate with Technical Specialists, Field Sales, Support, Product, and Engineering to strategize and plan customer engagements. You will provide use case recommendations, share your product expertise through custom demos and presentations, and help onboard and enable customers on the Branch platform.
This position requires excellent client management skills, ownership, and a proven track record to understand customer business objectives. You will have a passion for problem-solving, building relationships, and customer engagement.
As a Commercial Customer Success Manager you’ll get to:
- Take ownership of the entire customer lifecycle, where you will develop and implement strategies to increase usage, adoption, and growth.
- Develop deep expertise with the Branch platform to build an advisory relationship with customers and proactively share creative solutions to meet customers’ needs.
- Collaborate cross‑functionally with Sales, Support, Product, and Engineering teams to participate in strategic success planning, quarterly business reviews (QBRs), and executive business reviews (EBRs), ensuring next steps for support tickets and feature requests are secured.
- Function as a vital link between our customers and Branch to proactively set customer expectations, identify gaps, participate in customer communications, and provide enablement for users.
- Build compelling demonstrations, presentations, and business value documents.
- Identify and resolve business issues.
- Assist and support with technical issue resolution.
- Accelerate adoption, manage engagement, and lead value creation.
You’ll be a good fit if you have:
- 1–2+ years of professional experience in Customer Success, Account Management or similar customer‑facing roles.
- Excellent client management skills, a bias for action, strong sense of accountability, an ability to perform hands‑on technical work when needed, and the ability to lead projects and interact with global teams.
- Experience supporting customers with cloud‑based SaaS solutions.
- Deep technical curiosity, a desire to learn the product, and ability to translate complex technical concepts into value for clients.
- Problem‑solving skills around business and technical product questions.
- Ability to analyze & interpret business requirements and customer interactions to anticipate and guide client needs in order to drive value‑based use‑case adoption.
- Experience proactively handling customer expectations and leading all aspects of customer communications throughout the customer lifecycle.
- A self‑starter mentality with an entrepreneurial spirit and a knack for quickly adapting to new tools (e.g. Asana, Salesforce, etc.).
- Ability to navigate in the grey and have a growth mindset.
- Excellent written and verbal communication skills.
- Experience pulling and manipulating aggregate‑level data using tools like Looker, Tableau, Google Analytics, etc.
- Experience using productivity tools like JIRA, Asana, Notion, Catalyst etc.
Nice to have:
- Professional experience in the AdTech / MarTech space working with commercial & enterprise clients.
- French Speaking.
This role will be based at our London, England office and follows a Hybrid schedule that will be aligned with our Return to Office guidelines. This role does not qualify for visa sponsorship or relocation. Some travel will be required.
The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Branch, we are committed to the well‑being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter.
Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Commercial Customer Success Manager, EMEA employer: Madrona Venture Labs
At Branch, we pride ourselves on fostering a dynamic work environment that champions professional growth and collaboration. As a Commercial Customer Success Manager in our London office, you'll benefit from a comprehensive benefits package, including health and wellness programs, while working alongside a passionate team dedicated to customer success. Our hybrid work model promotes flexibility, allowing you to thrive both in the office and remotely, making Branch an exceptional place to advance your career in the AdTech/MarTech space.
StudySmarter Expert Advice🤫
We think this is how you could land Commercial Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Madrona Venture Labs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Madrona Venture Labs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Commercial Customer Success Manager, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Madrona Venture Labs:Your cover letter is your chance to shine! Tell us why you want to work at Madrona Venture Labs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Madrona Venture Labs!
How to prepare for a job interview at Madrona Venture Labs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
