Senior Customer Success Manager - eCommerce / Fashion Tech Start-up in London

We’re partnering with a high-growth, founder-led ecommerce technology company transforming how premium and luxury fashion brands engage customers online. Their platform sits at the intersection of ecommerce, logistics, and customer experience, partnering with LUX and High Street brands.

This is a high-impact, hands-on Customer Success role, working directly with the Co-Founder to shape how Customer Success operates as the business scales. You’ll own a portfolio of premium brand partners, combining relationship management, commercial thinking, and data-driven problem solving to drive performance and growth.

This role sits at the intersection of:

• Customer Success
• Commercial performance
• Product feedback

Expect high visibility, real ownership, and meaningful influence from day one.

This is not a process-heavy, corporate CS role. You’ll be operating in a fast-moving, founder-led environment where:

• The product and CS function are still evolving
• There is limited structure and real opportunity to build it
• No two partners require the same approach

Success comes from your ability to:

• Think commercially
• Work confidently with data
• Adapt quickly when something isn’t working
• Operate with pace, ownership, and curiosity

A rigid, playbook-driven approach will not work here.

What You’ll Own

• End-to-end ownership of all partner relationships (onboarding → growth → retention)
• Managing the full account portfolio, with support on 3–4 of the highest revenue-driving partners for key touchpoints (e.g. QBRs, strategic meetings, relationship development)
• Running strategic performance reviews, using data to shape partner roadmaps
• Identifying and unlocking revenue opportunities (typical partner value £300–500k+)
• Driving retention, satisfaction, and proactive risk management
• Collaborating closely with Product, Ops, and Commercial teams
• Feeding partner insight into product development and roadmap decisions
• Driving key metrics including NRR, churn, and customer satisfaction
• Contributing to building processes and structure within a growing CS function

Working Environment & Support

This role requires someone who can operate independently, take ownership, and drive outcomes autonomously - while still having access to senior support and guidance when needed.

Growth & Progression

This role offers a clear pathway for progression into a Head of Customer Success position over time. As the business continues to scale and onboard more brands, this individual will have the opportunity to:

• Shape how the Customer Success function evolves
• Influence team structure and hiring
• Play a key role in defining long-term CS strategy

Experience

~5–8 years’ experience in Customer Success, Account Management, or Commercial Partnerships. Must have experience in a startup, scale-up, or lean environment. Background could include:

• Ecommerce / retail tech
• SaaS platforms working with brands
• Shopify ecosystem / agencies
• Commercially-minded account management
• Exposure to digital platforms or technical environments is highly beneficial.

Why Join

• Category-defining product in a high-growth space
• Trusted by leading premium and luxury brands
• High exposure to leadership and strategic decision-making
• Real ownership and impact from day one
• Opportunity to shape how Customer Success is built
• Clear pathway to Head of Customer Success
• Bonus and equity upside in a business with strong momentum

This is an opportunity for someone smart, curious, and hands-on to step into a high-impact role helping shape both client success and the future of the business. Best suited to someone who enjoys solving problems, working closely with a team, and building from scratch, rather than operating within rigid structures.