Customer Success Manager eCommerce in London

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.