Customer Success Manager

Customer Success Manager
Remote, UK Some US-hours coverage

The role
Our client is looking for a Customer Success Manager to help some of the world's leading brands get the most from their loyalty platform.

This is a hands-on Customer Success role. You'll work with clients from onboarding and launch through to ongoing optimisation. That includes helping them design effective loyalty programmes, configure the platform, understand integration requirements and continuously improve performance.

You don't need to be a developer, but you should be comfortable working with technology. You'll regularly discuss APIs, events, data and integrations with clients, with support from their technical team for more complex requirements.

As they continue to grow internationally, you'll work with clients across multiple markets, including the US. Most of your week will follow standard UK working hours, with some later shifts each week to provide US coverage.

What you'll do

• Own the Customer Success relationship from onboarding through to post-launch optimisation.
• Help clients design loyalty programmes including earning mechanics, tiers, missions, audiences, campaigns and rewards.
• Configure programme rules and campaigns directly within the platform.
• Guide clients through API integrations and technical requirements, working with their Tech Leads where needed.
• Run client training and enablement sessions so teams can confidently operate their programmes.
• Hold regular success reviews focused on objectives, KPIs, programme performance and next actions.
• Proactively recommend and implement ways to improve engagement and programme performance.
• Help clients adopt new platform features and capabilities.
• Identify opportunities to expand clients into additional features, modules, brands or markets.
• Resolve more complex client issues before escalation to Engineering.
• Occasionally support Sales with product demonstrations and deeper platform expertise.

What they're looking for
You'll ideally have:

• Experience in Customer Success, Account Management or Implementation within a B2B SaaS business.
• Experience working with clients through onboarding, launch and ongoing success.
• Confidence learning and configuring software platforms rather than simply managing the client relationship.
• A good understanding of technical concepts such as APIs, events, environments and data mapping.
• Strong communication and stakeholder-management skills.
• A proactive mindset: spotting opportunities and solving problems rather than waiting for clients to ask.
• Strong organisation and ownership in a fast-moving, remote environment.
• Availability to work some later hours each week to support US clients.

Experience with loyalty, rewards, CRM, martech or customer engagement technology would be a strong advantage, as would previous experience working with API-first platforms.

They actively use AI across the business, so being comfortable using AI tools to work faster and solve problems is a plus.

What's on offer

• £28,000-£35,000 salary, depending on experience
• Fully remote working, flexible working hours
• Opportunities for professional development and career growth
• Company pension contributions
• Company laptop
• Two in-person fully funded team meet-ups each year at their Leeds head office
• The opportunity to work with international brands and programmes across multiple markets
• A hands-on role in a growing SaaS company where you can have a meaningful impact on how clients succeed

About our client
Our client is a fast-growing B2B SaaS company providing loyalty and customer engagement technology to brands around the world. Their API-first platform enables businesses to build sophisticated loyalty programmes, incentives and personalised customer experiences across multiple markets and channels.

They work with clients internationally across the UK, Europe, US, Middle East and Asia-Pacific, combining powerful technology with a hands-on approach to helping their clients succeed.

If you enjoy working directly with clients but also want to get hands-on with technology, programme design and problem-solving, we'd love to hear from you.

NB: Applications will be passed directly to the client for review.