Strategic Customer Success Manager [German Speaking] in London

The Strategic Customer Success Manager will own a small portfolio of our highest-value, most complex brand partnerships end-to-end, delivering excellent campaign outcomes and taking direct commercial accountability for the retention and growth of every account in their book.

This is a genuinely hybrid role. Around half of your time will be spent on Customer Success delivery: onboarding, campaign execution, reporting and brand relationship management. The other half is commercial: leading renewal conversations, managing pipeline, building account growth plans and working closely with Brand Partnerships and senior leadership to retain and expand your book of business.

You will carry your own revenue targets and a defined book of business, and act as SoPost’s primary commercial point of contact for the partnerships you own. That means engaging with senior and executive stakeholders not only on campaign performance, but on the broader strategic direction of the partnership.

Fluent German is essential for this role. You will regularly lead campaign discussions, business reviews and commercial negotiations with brand partners in German, as well as in English.

Operational excellence remains central to the role. What will set the successful candidate apart is their ability to connect day-to-day delivery to long-term commercial value, so that our most important brands experience SoPost as a strategic partner, not just a campaign provider.

This is a hybrid role based in London, with a minimum of two days per week in the office.

Customer Success and campaign delivery

• Lead post-sale campaign execution across onboarding, timelines, asset coordination, setup, troubleshooting, reporting and fulfilment coordination.
• Advise brand partners on digital sampling best practice, including audience quality, consumer journeys, data capture, measurement and reporting.
• Monitor live campaign performance, identifying risks and optimisation opportunities, and working with internal teams to resolve challenges quickly.
• Translate campaign results into clear, commercially relevant insights that help brands understand performance, value and next steps.

Strategic account and partnership management

• Own the success, health and growth potential of each brand partner in your portfolio, understanding their objectives, priorities and risks.
• Build trusted relationships with senior stakeholders and budget holders, not just day-to-day contacts.
• Lead quarterly business reviews and strategic reviews that address each brand’s broader goals and long-term direction.
• Develop joint commercial plans and account growth plans, identifying shared objectives, expansion opportunities, new markets and new brand teams.
• Partner with Brand Partnerships and Product, sharing account insight, customer needs and feedback that shape commercial strategy and our roadmap.

Commercial ownership

• Lead renewal conversations directly, with full accountability for retention and revenue growth across your book of business.
• Build and deliver a strategic commercial plan for your portfolio, with clear quarterly and annual revenue targets.
• Build and maintain healthy pipeline coverage for the current and following quarter, and share regular forecasts with senior leadership.
• Price campaigns accurately across platform and fulfilment, and prepare contracts in partnership with Finance and Legal.
• Maintain strong account and pipeline visibility in HubSpot, ensuring customer context, deals and key actions are clearly captured.