Enterprise Customer Success manager in London

TiPJAR exists to make appreciation fair, transparent, and direct, and in joining our team, you’ll play a part in putting tipping back in the hands of the people who earn it and rely on it most. What began as a bold idea has become a global platform changing the daily lives of thousands. We’re doing something no one has done before, and that means we move fast, challenge assumptions, and push through walls that would stop most teams. We’re a values‑led, people‑first company. We celebrate wins loudly, communicate openly, innovate boldly, and believe success is something we build and share together.

We’re looking for an Enterprise Customer Success Manager with a passion for building long‑term client relationships and driving measurable success. You’ll manage a portfolio of high‑value enterprise accounts, deliver an exceptional, partnership‑led customer experience, and work cross‑functionally to ensure our clients get the very best from TiPJAR. This role is all about retention, engagement, and satisfaction, as well as helping to shape the future of the Customer Success function through knowledge sharing, process improvements, and mentoring. You’ll be the strategic partner our enterprise clients rely on; the person who understands their goals, anticipates their needs, and ensures TiPJAR becomes an essential part of how they operate.

Responsibilities

• Own the post‑onboarding relationship with assigned enterprise clients, ensuring consistency, value delivery, and long‑term partnership.
• Actively manage client goals, platform adoption, and account health to maximise retention and measurable success.
• Lead structured account reviews, presenting insights, performance trends, and clear recommendations.
• Identify and mitigate risk early by monitoring engagement signals and addressing issues before they escalate.
• Develop a deep understanding of each client’s operating model, tipping policies, and success metrics.
• Guide clients through legislative changes, platform updates, and operational challenges, ensuring smooth transitions.
• Collaborate closely with Product, Tech, and Support to resolve issues, champion client needs, and influence improvements.
• Share best practices, playbooks, and learnings to strengthen the Customer Success function.
• Contribute to roadmap discussions and cross‑functional initiatives that enhance the end‑to‑end client journey.

Qualifications

• Proven experience in Customer Success or Account Management, ideally within SaaS, fintech, or hospitality.
• Exceptional relationship‑building and communication skills, with confidence engaging senior and executive stakeholders.
• Strength in delivering strategic account reviews, translating data into insights and presenting recommendations with impact.
• Commercial awareness, with the ability to support renewal and expansion conversations through value‑led engagement.
• Experience navigating complex, multi‑stakeholder organisations, building trust across Operations, Finance, HR, and Technology.
• Strong CRM proficiency (HubSpot a plus), with the ability to maintain accurate data, track health signals, and manage structured workflows.
• A proactive, solutions‑focused mindset, with strong organisational and prioritisation skills.
• A collaborative approach, contributing to process improvements, knowledge sharing, and a high‑performing team culture.
• Nice to have: Familiarity with hospitality operations or tipping environments.

Success Metrics

• Retention and growth of your enterprise portfolio, demonstrated through strong adoption, engagement, and value delivery.
• Quality, clarity, and consistency of your client interactions, documentation, and strategic account reviews.
• Your ability to anticipate risks early, resolve issues proactively, and maintain strong account health.
• Contribution to process improvements, playbooks, and ways of working that strengthen the Customer Success function.
• Strength of cross‑functional collaboration, ensuring client needs are championed across Product, Tech, and Support.
• Positive feedback from clients and internal stakeholders, reflecting trust, partnership, and professionalism.

What We Offer

• Competitive salary
• Flexible working options
• Work from anywhere for up to 4 weeks a year
• TiPJAR rewards scheme
• Salary Sacrifice Pension Scheme
• Company socials
• A values‑led, supportive team
• A workplace where your ideas matter and your impact is visible

Our Values

• A Tip Is Earned, Never Expected: We recognise great work openly, fairly, and often.
• A Community of Trust and Transparency: We communicate honestly and care about the details.
• Tap Into the Passion: We stay curious, take smart risks, and keep improving.
• Success is a Shared TiPJAR: We win together, support each other, and share the rewards.

Equal Opportunities

TiPJAR is an equal opportunity employer. We welcome applications from everyone, regardless of age, disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We are committed to building an inclusive workplace where everyone feels valued and able to thrive.