At a Glance
- Tasks: Manage customer relationships and ensure success with our platform in the hospitality sector.
- Company: Join a dynamic team at Meal Ticket, committed to diversity and inclusion.
- Benefits: Competitive salary, performance bonuses, and a supportive work environment.
- Other info: Collaborate with cross-functional teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by helping restaurants thrive with innovative solutions.
- Qualifications: 1-3 years in Customer Success, strong communication skills, and a passion for helping others.
The predicted salary is between 51750 - 63250 £ per year.
Role Summary
The Customer Success Manager (CSM) at Market Man owns a portfolio of restaurant and hospitality customers, ensuring they achieve measurable success with the Market Man platform.
Acting as the customer's primary point of contact after onboarding, the CSM drives product adoption, builds strong relationships, owns contract renewals, and protects retention by identifying and addressing risk early.
You will help operators realize tangible value, from food cost control to streamlined back-of-house operations, while surfacing expansion opportunities and championing the customer's voice internally.
You will report to the Manager of Customer Success and work closely with Onboarding, Support, Sales, Expansion, and Product to deliver a consistent, high-quality customer experience across your portfolio.
What you will do
- Onboarding
Handoff: Partner with the Onboarding team to take over accounts post-implementation, ensuring a smooth transition, continuity of context, and sustained momentum from setup into everyday adoption.
- Customer Engagement: Build and maintain strong, trust-based relationships across your portfolio, understanding each operator's goals, challenges, and ways of working.
- Driving Adoption: Encourage and facilitate adoption of Market Man features and workflows, ensuring customers leverage the full capability of the platform, not just the basics.
- Retention & Risk
Management: Monitor health scores and engagement signals, act early on churn risk, and execute save and success plans that protect renewals across your book of business.
- Contract
Renewals: Own the renewal process for your portfolio end to end: maintain an accurate renewal forecast, engage customers well ahead of their renewal date, negotiate terms within agreed guardrails, and complete the associated administration to secure on-time renewals.
- Spotting
- Expansion
Signals: Identify signals that a customer is ready to expand their use of Market Man (additional sites, modules, or integrations) and flag qualified opportunities to the Expansion team, supporting them with account context as needed.
- Value Realization & Articulation: Help customers connect platform usage to business outcomes such as food cost reduction, waste control, and operational efficiency, and communicate that value clearly in reviews and check‑ins.
- Feedback Collection & Product
Advocacy: Gather and analyze customer feedback, advocate for customer needs internally, and ensure the customer's voice informs product and process improvements.
- Reporting: Track and report on customer success metrics for your portfolio, including retention, health, engagement, and adoption, contributing to team-level NRR and churn goals.
- Additional Tasks: Complete projects or additional tasks that support the Customer Success organization as directed by leadership.
- What you will bring
- Experience: 1–3 years as a Customer Success Manager in a Saa S environment, with hands‑on experience owning a customer portfolio, including renewals and retention.
- Communication
Skills: Excellent verbal and written communication, with the ability to manage expectations and hold structured, outcome‑focused conversations with operators and stakeholders.
- Problem‑Solving: A proactive, analytical approach to identifying and resolving customer issues before they escalate.
- Technical Aptitude: Ability to quickly learn new software and confidently guide customers through product workflows and integrations.
- Empathy: A customer‑centric mindset with a genuine desire to help hospitality operators succeed.
- Team Player: Ability to work collaboratively with cross‑functional teams including Sales, Support, Onboarding, and Product.
- Tools: Familiarity with CRM and Customer Success platforms (e. g., Salesforce, Hub Spot, Gainsight).
- Languages: Fluent English (mandatory) plus professional fluency in at least one additional European language (e. g., Spanish, French, German, or Italian).
- Bonus: Experience in the hospitality, restaurant, or inventory management space, or a strong understanding of the challenges faced by operators in these industries.
- Pay & Benefits
The base salary range for this role is determined by a number of factors, including but not limited to skills and scope required, relevant licensure and certifications, and unique relevant experience and job‑related skills.
The base salary range for this role is €52 - 62k annual base with OTE in the €62 - 72k range
How we feel about Diversity, Equity, Inclusion and Belonging
Meal Ticket is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment.
We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.
As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.
*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.
A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Meal Ticket.
Please inform our HR Team ( ) if you need any assistance completing any forms or to otherwise participate in our application or interview process.
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Customer Success Manager - UK in London employer: Marketman
At MarketMan, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity, equity, and inclusion. As a Customer Success Manager, you'll have the opportunity to make a tangible impact in the restaurant and hospitality sector while enjoying competitive compensation and comprehensive benefits. Our commitment to employee growth ensures that you will thrive in your role, supported by a collaborative team dedicated to your success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marketman. 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 Marketman 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 Customer Success Manager - UK in London
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 Marketman:Your cover letter is your chance to shine! Tell us why you want to work at Marketman 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 Marketman!
How to prepare for a job interview at Marketman
✨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.
