At a Glance
- Tasks: Manage client relationships and drive success for top eCommerce brands using AI-driven content.
- Company: Join StoryStream, a leader in AI Shoppable Content for global brands.
- Benefits: Competitive salary, 28 days holiday, private healthcare, and a creative culture.
- Other info: Enjoy regular team events and a collaborative work culture.
- Why this job: Make an impact with leading 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 50000 - 70000 £ 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.
As a Customer Success Manager you'll own 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 some of the most recognised retail brands in the world - you'll need to understand their business deeply, navigate complex stakeholder environments, and consistently demonstrate the commercial impact StoryStream delivers.
We’re looking for somebody with deep eCommerce Customer Success experience, familiar with a high-touch Customer Success environment and used to working with Enterprise eCommerce brands. Reporting to the Head of Customer Success, you'll also work closely with an Account Director who leads commercial and renewal conversations, giving you the space to focus entirely on client outcomes, platform adoption, and long-term success.
- Own the post-sales client journey, including active onboarding to establish early value, through to scaling maturity and proving ROI at executive level.
- Build a deep understanding of each client's eCommerce strategy, content goals, and performance KPIs, and map these to StoryStream's capabilities through a joint success plan.
- Lead regular business reviews with senior stakeholders - using platform data, adoption metrics, and benchmark insights to tell a compelling story about impact and next steps.
- Report on platform performance and client outcomes, translating data into clear executive narratives that demonstrate commercial impact and inform next steps.
- Work collaboratively with other teams to troubleshoot client issues and raise product improvement suggestions based on client feedback.
- Manage ongoing projects with clients, liaising with multiple stakeholders to keep joint plans on track.
- Navigate complex organisations and build relationships with stakeholders across different teams that turn our customers into advocates.
- Proactively monitor account health in Planhat, identify risk signals early, and take action before issues escalate.
- Collaborate with the Account Director to build and execute success plans that map out strategic objectives, areas of risk and opportunities.
- Maintain a strong understanding of account health, contract scope, and expansion potential to ensure seamless collaboration.
About you:
- 5+ years of experience in a customer success role within a SaaS business.
- Direct experience working with enterprise eCommerce brands, you understand how these businesses think about content, conversion, and customer experience.
- Proven ability to manage a high-touch enterprise portfolio, you're comfortable with complexity and stakeholder management.
- Strong data literacy, you can interpret platform and performance data and translate it into clear, compelling client narratives.
- 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, you understand contract scope, account health, and expansion signals even though you're not carrying a revenue number.
- 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 in London employer: StoryStream
At StoryStream, we pride ourselves on being an exceptional employer, offering a collaborative and creative culture that fosters professional growth 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 development and a supportive work environment makes StoryStream an ideal place for those seeking meaningful and rewarding careers in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager eCommerce in London
✨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 in London
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.
