At a Glance
- Tasks: Manage and grow strategic client relationships while delivering exceptional service.
- Company: Join SMG, pioneers in connected commerce marketing since 2008.
- Benefits: Competitive salary, 10% bonus, wellbeing fund, and flexible working.
- Other info: Dynamic culture with opportunities for growth and collaboration.
- Why this job: Be a trusted advisor and make a real impact in a fast-paced environment.
- Qualifications: Experience managing client relationships and a passion for technology.
The predicted salary is between 53000 - 53000 £ per year.
Hybrid.
Two days per week in the office
Level: Manager level client-facing role, managing strategic retailer relationships across SMG Technology.
Who are we?
We’re the original pioneers in connected commerce marketing.
Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.
We simplify the mind-boggling complexity of today’s retail media landscape.
We deliver impactful campaigns that connect with people where it matters.
We create seamless and personalised shopping experiences.
Above all, we deliver amazing results for our partners, driven by our unshakeable desire for growth.
Time after time, we change the game.
SMG is home to a world-class suite of commerce advertising capabilities powered by data and cutting-edge technology.
We constantly push ourselves, our tech and our industry to discover innovative new ways to connect, sell and grow.
About the role
- We are looking for a
- Customer Success Manager to join
- SMG
In this role, you'll manage and grow strategic client relationships, becoming the trusted expert for your portfolio of retailers.
Combining proactive account management with deep platform knowledge, you'll help clients maximise value from our technology while collaborating across Product, Engineering, Commercial and Operations to continuously improve the customer experience.
If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.
- A Little Bit About You
- Experience managing multiple client or stakeholder relationships simultaneously.
- A customer-first mindset with a passion for delivering exceptional service.
- Confidence learning and becoming an expert in new technology platforms.
- The ability to remain calm under pressure while managing competing priorities.
- Commercial awareness and an understanding of the impact your work has on client success.
- A collaborative mindset with the confidence to work cross-functionally across technical and commercial teams.
Don’t meet every single requirement? We still want to hear from you. If you believe you’d thrive in this role, your unique perspective might be just what we’re looking for.
- What You'll Be Doing
- Managing and growing relationships with your portfolio of retailer clients.
- Building trusted advisor relationships by understanding each client's business objectives.
- Triaging, prioritising and resolving support requests within agreed SLAs.
- Helping clients get the most value from the platform through proactive support and adoption.
- Identifying recurring trends, customer pain points and product improvement opportunities.
- Acting as the voice of the customer to influence future platform enhancements.
At SMG, we hire for the future, which is fast-moving and changing shape.
Do you have the potential to help shape our business?
We’re looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams.
We value those who take ownership of their growth and bring fresh perspectives.
That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow.
At SMG, it’s not just about filling a role but building the future together.
- 10% discretionary bonus
- £1,800 yearly wellbeing fund (on top of your salary!)
- Free Headspace subscription
- £500 yearly “Uni Fund” for learning
- 4 extra Wellbeing Days off per year
- Summer & Winter conferences + year-round celebrations
- 4pm finishes every Friday
- Flexible and hybrid working
- Explore all our benefits here
- Useful Links Before You Apply
- Learn about our agencies
- Our values
- Our hiring process
- EDI at SMG
- FAQs
Our full data retention policy can be found here.
#J-18808-Ljbffr
Customer Success Manager employer: SMG
At SMG, we pride ourselves on being a forward-thinking employer that champions growth and innovation in the heart of London. Our hybrid work model fosters a flexible environment, while our commitment to employee wellbeing is evident through our generous benefits, including a yearly wellbeing fund and extra days off. We cultivate a collaborative culture where diverse talent thrives, empowering you to take ownership of your career and make a meaningful impact in the dynamic world of connected commerce marketing.
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 SMG. 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 SMG 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 SMG:Your cover letter is your chance to shine! Tell us why you want to work at SMG 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 SMG!
How to prepare for a job interview at SMG
✨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.
