Principal Client Success Manager

Location: Central London (Hybrid remote - 2-3 days a week in office)

Job Type: Permanent, full time

Why join us? If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.

Our Vita Mojo DNA: We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

About The Role: We are seeking a Principal Client Success Manager to lead and shape the strategic direction of Vita Mojo’s most complex and high‑value enterprise partnerships. This is a senior, commercially minded leadership role within Client Success, responsible not only for client outcomes but for influencing long‑term business growth, retention strategy and operational maturity. As a trusted executive advisor, you will operate confidently at C‑suite and board level, navigating sophisticated stakeholder environments and aligning Vita Mojo’s platform to enterprise‑wide priorities. You will bring deep expertise in the hospitality sector, understanding the operational, commercial and technological levers that drive performance at scale. You will own a portfolio of strategic accounts where complexity and scale are the norm; leading executive business reviews, orchestrating cross‑functional delivery and proactively identifying expansion and optimisation opportunities, for both Vita Mojo and the client. Through data‑led insight, commercial acumen and strong executive presence, you will ensure measurable impact for clients while strengthening Vita Mojo’s market position. Beyond portfolio ownership, you will act as a senior voice within Client Success, setting the standard for enterprise engagement, influencing best practice, mentoring others and partnering closely with Product, Engineering, Partnerships, and Commercial teams to shape roadmap priorities and client strategy. Reporting to the Head of Client Success, this role is instrumental in elevating our enterprise capability, deepening trust with executive stakeholders and embedding Client Success as a strategic growth engine for the business.

The day‑to‑day: Oversee a portfolio of key accounts, understanding the operational and business challenges of our clients and advising them on how the features and benefits of the Vita Mojo Order Management System address their needs. Proactively understand how our developments can further support your clients and notify them of new product releases. This includes issuing regular, executive‑level summary status reports both internally and to the client. Come up with creative solutions to help clients get the most out of our software and look for opportunities to upsell new products and services to them where it can add value. Interpret client insights and act as the voice of the client internally, proactively working with the Product Team on operational challenges, product roadmap changes, new feature requests, and technical hurdles. Contribute to cross‑functional initiatives using your knowledge and client‑facing insight to improve the overall client experience and lead to greater satisfaction and loyalty among clients.

Top‑notch communication: You’re comfortable conducting business with varying levels of industry stakeholders, from operators to founders and CEOs. You’re able to empathise with our clients in a genuine way that lets them know you understand their pain points, while also being able to handle a difficult conversation. Curiosity and a willingness to say, “Isn’t that interesting,” rather than, “I already know that.” You will be able to step back and ask strategic questions, approach complex problems with empathy and the drive to reach positive outcomes for our clients. Define and evolve best practices for enterprise customer engagement, helping shape the playbooks used by the wider Client Success team. Act as a senior sounding board for other CSMs on complex client situations, escalations and commercial strategy. No two days will look the same but they’ll all move fast. You’ll be right in the mix: jumping into customer conversations, fine‑tuning team workflows, and rolling out improvements in real time.

Here’s what your week could involve: Team & Company: Although directly responsible for your own portfolio, you’ll cheer on and support the wider CS team. You won’t have direct reports; but as a Principal CSM, there’ll be times when you lead from the front. You may manage projects or even have direct areas of responsibility. Operational excellence; contributing to the ongoing improvement of customer success processes, playbooks, and metrics. Retain and grow SaaS revenue (a key OKR) through consultative engagement and product recommendation by understanding needs of each customer.

Customer Advocacy: Owning and developing some of Vita Mojo’s most strategic enterprise partnerships, you’ll hit the ground running and quickly gain an understanding of your portfolio and priorities. Act as the daily voice of the customer; translating interactions into actionable insights across the business. Build strong relationships with your clients, earning their trust through consistency, honesty, and curiosity. Executive reporting: Prepare and deliver executive business reviews (EBRs) demonstrating outcomes, ROI, and alignment to client goals. Be the first line in any escalations, ensuring communication clarity and empathy and leading comms for any required internal support. You’ll look for opportunities to grow knowledge outside of your portfolio including trade shows and webinars.

Data & Operations Tracking: Constantly curious; you’ll stay close to the numbers. Our clients’ success is our success. Spot trends before they become problems and act fast to fix root causes. Share clear insights with Product, Engineering and Client Success, backed by real data and frontline context.

About you: You’re not just an experienced CSM, you’re a doer. You’ve seen what great B2B relationship management looks like, and you’re excited to bring your own experience into a fast moving scaleup. 7+ years experience in SaaS customer success, account management or strategic client partnerships, including significant experience managing enterprise or complex multi‑site customers. You’ve been a CSM on complex, business‑critical software where data supports real time business decisions. Hands‑on experience working in a scaling CS function; you thrive in a scaleup environment where no 2 days are the same. A compassionate, approachable team member. You enjoy operating as a senior individual contributor, influencing through expertise, credibility and leadership rather than formal management. Customer‑obsessed and relentless about solving their problems, fast. Comfortable juggling operational details and big‑picture goals; you know when to zoom in and when to zoom out. Confident using and optimising tools like Salesforce, Gainsight, Aircall and dashboards to help deliver exceptional client experiences. Proactive and collaborative across teams; you’re not afraid to challenge the status quo or elevate what matters.

It would be a bonus if you’ve… You’ve worked in or with hospitality tech and understand the pace, pressure, and service standards. You have experience on international clients. You have experience with franchises.

Our Benefits and Ways of Working: We’re proud of the open, inclusive, and supportive culture we’ve built, and continue to build Vita Mojo. We operate a hybrid working model with two in‑office collaboration days each week. Outside of those, we trust our team to manage their working day in a way that suits them, while being mindful of team needs, collaboration, and business priorities. This means you can flex your time when needed, whether for personal appointments, family responsibilities, or deep‑focus work as long as you’re communicating openly and delivering on your goals.

• Private Healthcare: All team members have access to private medical insurance through Vitality Health, offering fast access to high‑quality healthcare, wellbeing resources, and the Vitality Programme.
• Life Assurance: We provide Group Life Assurance through Legal & General, offering financial protection and wellbeing support to your loved ones in the event of your passing.
• Income Protection: Income Protection is offered via Canada Life to support you financially if you’re unable to work due to long‑term illness or injury, with additional support to help you return to work when ready.
• Learning & Development: We believe that when you grow, we all grow. We’re proud to support professional development that helps you build transferable skills, whether that’s in your current role or to set you up for future success within the company. We’re also happy to support learning that’s not strictly role‑specific, as long as it’s professionally enhancing and contributes to your broader growth at Vita Mojo.
• Holiday Allowance: Team members receive 25 days of annual leave plus public holidays. This increases with each full year of service, up to 28 days.
• Carer’s Leave: We offer one week (five days) of paid leave annually to support team members caring for a loved one.
• Parental Leave: Our enhanced parental leave policy supports all new parents after three months of employment. Primary caregivers receive 16 weeks of full pay, followed by 50% pay for an additional 16 weeks. Secondary caregivers receive four weeks of full pay, plus an additional two weeks after three years of service.
• Health Leave: We offer 12 days of fully paid sick leave annually to support your health and recovery.
• Birthday Leave: Take the day off to celebrate your birthday—it’s on us.
• Social Events: We host regular team socials, from monthly in‑office drinks to quarterly offsites, celebrating milestones and enjoying time together as a team.
• Dog‑Friendly Office: We welcome well‑behaved dogs in our offices.