Full-Time Customer Success Manager (E-Commerce) - London

1. Client Partnership & Thought Leadership
   • Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.
   • Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.
   • Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.
2. Commercial Success
   • Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.
   • Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.
3. Operational Excellence
   • Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.
   • Oversee the accurate and timely documentation of client information and files in internal systems, e.g. Dynamics.
4. Innovation & Continuous Improvement
   • Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.

• Experience: Minimum of 3 years in customer success, e - commerce, account management, or a related client-facing role.
• Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
• Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
• Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.
• Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you

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