Senior Customer Success Manager

A little bit about us… Pion is the award-winning platform where audience verification, data ownership, and marketing reach converge. We help 3,500+ brands—including the world’s biggest retailers—build lasting loyalty across 10 consumer groups in 100+ territories. Whether it’s through Student Beans, Beans iD, or our YMS events, we enable growth without compromise. At Pion, you’ll help us build a smarter, more transparent future for global commerce.

Life at Pion Where People Thrive At Pion, we’re driven by big ideas and bold thinkers. Our purpose is clear: We make it possible to reward those who shape our world, from Students to Healthcare workers and more. That mission demands diverse perspectives and a culture where everyone belongs. Our people power everything we do from innovation to collaboration. We’re here to break down barriers and build a space where everyone can grow, learn, and thrive—because affordability starts with empowered people.

Check out our SHARP values to find out more about our culture. Research shows that while men apply to jobs when they meet 60% of the requirements, women and those in underrepresented groups tend to only apply when they tick every box. We don’t think you should have to tick every box. We value your uniqueness, and it goes without saying that all applications are welcome, even if you don’t think you fit the criteria. Need any adjustments to support you with your application? Just drop us an email at talent@wearepion.com.

About the role. We are looking for a Senior Customer Success Manager to join for a 12 month Maternity Cover contract.

Responsibilities include:

• Lead and develop a small Customer Success & Support team through regular 1:1s, performance reviews and ongoing coaching to drive a high-performing, collaborative culture.
• Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success.
• Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results.
• Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI.
• Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience.

Requirements:

A little bit about you. We’d really like to hear from you, if you have:

• 5+ years’ experience in Customer Success, Account Management or Affiliate Marketing, with a proven track record of managing and growing Enterprise and Mid-Market client relationships.
• Previous line management experience, with the ability to coach, develop and motivate high-performing Customer Success and Support team members.
• Strong analytical and reporting skills, with experience delivering campaign performance reporting, client insights and optimisation recommendations.
• Confident leading QBRs and MBRs, with excellent communication and presentation skills across in-person meetings, video calls and written communication.
• Highly organised and adaptable, with strong time management skills and the ability to manage multiple priorities and deadlines in a fast-paced environment.

Benefits:

Life at Pion. Let’s take a look at a few things that make Pion an amazing place to work…

• Competitive salary.
• 30 days annual leave, plus bank holidays.
• Accredited 'Great Place To Work’ company in three categories.
• Commitment to personal development and career growth, coaching workshops and progression plans.
• Remote-first working environment. This means you’re not obligated to come into the office, you can choose the environment you think you excel best in with up to 180 days working from abroad (subject to approval — sadly, we can’t say yes to every beach).
• Flexible working hours (start between 8-10am and finish between 4:30-6:30pm).
• Focus on welfare. We offer a monthly wellness allowance, gym memberships, access to mental health first aiders, a health cash plan and more.
• Access to incredible partnership discounts for the biggest brands in the world. Think Google, Apple, GymShark, Domino's, Uber and loads more!
• £200 work from home set up allowance to put towards your at-home working space.

Want to know more? Check out our career site for everything you need to know about starting a career with Pion. Due to the high volume of applicants, we can only respond to shortlisted applicants. By submitting your application, you agree that Pion may collect your personal data for recruiting, global organisation planning, and related purposes. Our Applicant Privacy Notice explains what personal information and where we may process, our purposes for processing, and the rights you can exercise over Pion’s' use of your personal information.