Customer Success Manager eCommerce

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.