At a Glance
- Tasks: Manage client relationships and drive success for top eCommerce brands using AI-driven content.
- Company: Join StoryStream, a leading AI Shoppable Content Platform transforming online shopping experiences.
- Benefits: Enjoy competitive salary, 28 days holiday, private healthcare, and a creative work culture.
- Other info: Collaborative team culture with regular events and excellent growth opportunities.
- Why this job: Make a real impact with global brands while developing your career in a dynamic environment.
- Qualifications: 5+ years in customer success with enterprise eCommerce experience and strong data literacy.
The predicted salary is between 60000 - 80000 £ per year.
StoryStream is the AI Shoppable Content Platform that helps global brands automatically turn UGC, imagery and video into inspiring, shoppable experiences, driving more sales from traffic already on their website. We work with some of the world’s leading brands and retailers including John Lewis, ASOS, Primark, Lululemon and Sweaty Betty, helping them create more relevant, dynamic and higher performing on-site experiences. These experiences drive conversion and increase average order value by more than 20%, while reducing manual effort and costs at the same time.
The role involves owning value realisation and adoption for a portfolio of enterprise eCommerce clients (ASOS, Primark, John Lewis, Lululemon). This is a high-touch, relationship-led role working with recognised retail brands, requiring a deep understanding of their business, navigating complex stakeholder environments, and demonstrating the commercial impact StoryStream delivers.
Key responsibilities include:
- Owning the post-sales client journey, including active onboarding to establish early value, through to scaling maturity and proving ROI at executive level.
- Building a deep understanding of each client's eCommerce strategy, content goals, and performance KPIs, and mapping these to StoryStream's capabilities through a joint success plan.
- Leading regular business reviews with senior stakeholders using platform data, adoption metrics, and benchmark insights.
- Reporting on platform performance and client outcomes, translating data into clear executive narratives.
- Working collaboratively with other teams to troubleshoot client issues and raise product improvement suggestions based on client feedback.
- Managing ongoing projects with clients, liaising with multiple stakeholders to keep joint plans on track.
- Navigating complex organisations and building relationships with stakeholders across different teams.
- Proactively monitoring account health in Planhat, identifying risk signals early, and taking action before issues escalate.
- Collaborating with the Account Director to build and execute success plans that map out strategic objectives, areas of risk, and opportunities.
About you:
- 5+ years of experience in a customer success role within a SaaS business.
- Direct experience working with enterprise eCommerce brands.
- Proven ability to manage a high-touch enterprise portfolio.
- Strong data literacy, able to interpret platform and performance data.
- Natural relationship builder who can operate confidently across a wide range of stakeholders.
- Excellent project management and prioritisation skills.
- Experience with a Customer Success platform such as Planhat is preferred.
- Commercially aware, understanding contract scope, account health, and expansion signals.
- Can demonstrate use of AI tools and platforms in day-to-day work.
What we offer:
- Competitive salary and OTE.
- 28 days holiday (24 flex days + your birthday and 3 extra days around Christmas).
- Collaborative and creative company culture.
- Regular team days out and events.
- Private Healthcare through Vitality and Bupa dental (after successful probationary period).
- Cycle to work scheme.
Customer Success Manager eCommerce employer: StoryStream
At StoryStream, we pride ourselves on being an exceptional employer, offering a vibrant and collaborative work culture that fosters creativity and innovation. As a Customer Success Manager, you'll enjoy a competitive salary, generous holiday allowance, and comprehensive healthcare benefits, all while working with some of the world's leading eCommerce brands. Our commitment to employee growth is evident through regular team events and a supportive environment that encourages professional development and success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager eCommerce
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StoryStream. 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 StoryStream 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 eCommerce
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 StoryStream:Your cover letter is your chance to shine! Tell us why you want to work at StoryStream 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 StoryStream!
How to prepare for a job interview at StoryStream
✨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.
