At a Glance
- Tasks: Guide clients through their journey, ensuring they see value and grow with us.
- Company: Join a fast-growing travel retail media company with a vibrant culture.
- Benefits: Enjoy hybrid working, extra leave, birthday off, and a great social programme.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic team and build lasting client relationships.
- Qualifications: Experience in retail media and strong relationship-building skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Reports to: Director of Retail Media Services
Location: Hybrid (London office, Mondays & Thursdays)
Employment Type: Full-time, Permanent
About Us
Platform 195 is a travel retail media and marketing company built for a fast-moving industry. We combine Uplift, our retail media technology, with Amplify, our full-service marketing agency, to help travel retailers turn purchase-intent data into incremental revenue. We’re growing fast, and we’re looking for brilliant people who want to grow with us.
The Role
We’re looking for a Customer Success Manager / an experienced Account Manager who can win hearts and minds and keep our retail media partners growing with us. You’ll guide clients through the full engagement lifecycle: picking up from the business development handover, through onboarding, going live, and into ongoing growth, making sure they see real value at every stage and want to expand with us. This is a client-facing, relationship-led role for someone who builds trust fast, keeps delivery on track, and knows how to spot and land the next opportunity within an account. Experience within a retail media environment is important; travel experience is a strong plus.
What You’ll Do
- Guide clients through the full engagement lifecycle: from the business development handover, through onboarding and going live, into ongoing growth
- Own the end-to-end client relationship post-sale, acting as the trusted day-to-day point of contact for a portfolio of retail media partners
- Actively identify and drive upsell and cross-sell opportunities across your portfolio — growing accounts is central to this role, not a by-product of it
- Capture and drive account workstreams forward, running regular status calls and keeping delivery and actions on track
- Run regular business reviews with clients, using performance data to support the conversation and build the case for further investment
- Partner with Sales, Product, and the Amplify team to make sure client feedback shapes what we build and deliver next
- Champion the client’s voice internally, and Platform 195’s value externally
What We Need From You
- Proven experience in a retail media environment is essential; experience in travel retail media is a strong advantage
- A genuine account management mentality, someone who builds relationships that convert into renewals, upsell, and cross-sell, not just maintains them
- A track record of growing accounts through trust and relationship-building as much as performance reporting
- Strong organisational and project management instincts — able to capture, track, and drive workstreams forward, including running status calls
- Excellent communication and stakeholder management skills, you build trust quickly, at all levels
- Highly organised, proactive, and able to manage a varied portfolio without dropping the ball
- A collaborative mindset is a must as you’ll work closely across Sales, Product, and Amplify
- German language skills would be a particular advantage, although proficiency in other languages is also desirable
Life at Platform 195
We’re a small and growing team that punches well above our weight in travel retail media and marketing, which means every person here has real impact, and we look after the people who make that happen. As well as a great social programme, we have an employee benefits scheme built around extra leave the longer you stay, your birthday off, hybrid working, and more.
Customer Success Manager employer: Platform 195
At Platform 195, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our focus on employee growth is evident through tailored training programmes and opportunities for advancement within the dynamic travel retail media sector. Located in a vibrant area, we offer a supportive environment where your contributions are valued, and you can truly make an impact in the world of retail media.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Platform 195. 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 Platform 195 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
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 Platform 195:Your cover letter is your chance to shine! Tell us why you want to work at Platform 195 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 Platform 195!
How to prepare for a job interview at Platform 195
✨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.
