At a Glance
- Tasks: Own strategic client relationships and drive adoption of our AI-powered platform.
- Company: Join YOOBIC, a leading global SaaS company transforming frontline employee experiences.
- Benefits: Enjoy 25 days annual leave, hybrid working, and comprehensive health coverage.
- Other info: Collaborative culture with opportunities for growth and regular team events.
- Why this job: Make a real impact on customer success and shape the future of frontline work.
- Qualifications: Experience in Customer Success or retail operations, with strong relationship management skills.
The predicted salary is between 70000 - 90000 £ per year.
YOOBIC is the leading AI powered frontline employee experience platform, helping retailers and hospitality brands empower the 80% of the global workforce that operates away from a desk. Trusted by 350+ global brands, including Home Bargains, ShopRite, Lidl, Levi’s, Ralph Lauren, Rituals, Krispy Kreme, and Pret A Manger, YOOBIC enables frontline teams to execute faster, learn smarter and deliver stronger in-store performance. Our platform brings together task management, communication, learning and AI-powered insights in one seamless solution designed specifically for deskless teams. As of today, YOOBIC supports millions of frontline employees worldwide by helping global brands transform how their teams operate every day. But what really sets YOOBIC apart is our people. As a fast growing global SaaS company, we offer the energy and ambition of a scale up combined with a collaborative, international culture. Our teams work cross-functionally, they move quickly and make a real impact, not just on the product we build, but on the future of frontline work. Joining YOOBIC means being part of a company where you can grow your career, learn from talented colleagues across the world, and help shape technology used by millions of frontline workers.
As a Senior Customer Success Manager at YOOBIC, you own the long term success of some of our most strategic clients. You are accountable for adoption, value realisation, and retention. You act as a trusted advisor to senior stakeholders and a strong internal voice for the customer.
Why This Is Your Next Career Move
- Strategic Ownership. You do not just manage relationships. You shape strategy, influence outcomes, and drive long term success for complex enterprise clients.
- Executive Exposure. You partner with senior client stakeholders and lead high stakes QBRs focused on value, ROI, and operational impact.
- Business Impact. Your work directly affects customer retention, expansion, and YOOBIC’s growth across key accounts.
What You’ll Achieve
- Own Strategic Client Relationships. Manage and grow relationships with senior stakeholders across YOOBIC’s largest and most complex clients.
- Drive Adoption and Value. Ensure customers fully adopt the platform and realise measurable business outcomes.
- Lead Executive Reviews. Run Quarterly Business Reviews and Operational Reviews that align YOOBIC to client objectives and long term strategy.
- Act as a Trusted Advisor. Guide clients on best practice, operating models, and change management to maximise value.
- Spot Risk and Opportunity Early. Identify potential challenges, unblock issues, and surface opportunities to improve performance and efficiency.
- Use Data to Influence Decisions. Leverage YOOBIC data, KPIs, and client metrics to support decision making and prove impact.
- Partner Cross Functionally. Work closely with Sales, Account Management, Product, and Support to deliver a joined up customer experience.
- Influence Product Direction. Partner with Product teams to feed market insight and client needs into the product roadmap.
- Raise the Bar on Customer Success. Share best practices globally and help evolve how we operate as a Customer Success organisation.
Who You Are
- The Strategic CSM. You have strong experience in Customer Success, Client Relationship Management, or Consulting within B2B SaaS, ideally with enterprise or strategic clients.
- Or the Retail Expert. You bring deep experience from retail operations, VM, or frontline communications and know how stores really work.
- The Relationship Builder. You are confident, client facing, and comfortable managing senior stakeholders.
- The Data Led Thinker. You use data, KPIs, and insights to guide conversations and influence outcomes.
- The Owner. You take initiative, move fast, and feel accountable for results.
- The Problem Solver. You thrive in complexity, adapt quickly, and find solutions in ambiguous situations.
- The Operator. You prioritise well, manage competing demands, and stay organised.
Based in Greater London. Ideally, you would have experience in the Grocery sector.
Bonus Points: Previous experience with YOOBIC or similar frontline platforms.
What we offer
- 25 days annual leave
- Hybrid working from our office in Hammersmith, London
- Scottish Widow Pension scheme
- Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
- Simplyhealth cash plan (includes dental and vision coverage)
- Healthy Mind EAP
- Short Term and Long Term disability coverage
- Life Assurance
- Critical Illness coverage
- Enhanced parental leave
- Team events including weekly breakfast, gourmet lunches and lots of social events
- Weekly free online HIIT sessions + gym discounts
- Regular training and coaching to make you even better in your role
Senior Customer Success Manager (Hybrid) in London employer: YOOBIC
At YOOBIC, we pride ourselves on being an exceptional employer that champions the growth and success of our employees. With a vibrant hybrid work culture based in Greater London, we offer extensive benefits including generous annual leave, comprehensive health coverage, and opportunities for professional development. Join us to make a meaningful impact in the retail and hospitality sectors while collaborating with talented colleagues in a dynamic, fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (Hybrid) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at YOOBIC. 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 YOOBIC 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 Senior Customer Success Manager (Hybrid) 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 YOOBIC:Your cover letter is your chance to shine! Tell us why you want to work at YOOBIC 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 YOOBIC!
How to prepare for a job interview at YOOBIC
✨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.
