Customer Success Manager (MarTech)

TL;DR

Customer Success Manager (MarTech): Managing a portfolio of 30+ SMB and mid-market customers to drive adoption and value of an AI-powered referral marketing platform with an accent on account growth and churn reduction. Focus on building strong stakeholder relationships, improving product adoption, and delivering measurable business outcomes for global brands.

Location: Hybrid in London, UK

Company

An AI-powered referral marketing and micro-influencer solution helping global brands drive customer acquisition.

What you will do

• Own the day-to-day relationship for a portfolio of 30+ SMB and mid-market accounts, acting as their primary contact.
• Drive product adoption and engagement through tailored training sessions, walkthroughs, and success plans.
• Manage renewal outcomes and identify upsell/cross-sell opportunities to contribute to NRR targets.
• Gather customer feedback and provide structured insights to the Product, Marketing, and Leadership teams.
• Maintain accurate account health scores and activity records within the CRM.

Requirements

• 1–2 years of experience in Customer Success or Account Management within a B2B SaaS company.
• Experience managing a high-volume portfolio of accounts independently.
• Proficiency with CRM tools such as Salesforce or HubSpot.
• Confidence in running product walkthroughs and training sessions.
• Familiarity with AI productivity tools.

Nice to have

• Background in Martech, CRM, or marketing automation.
• Experience working specifically with SMB or mid-market customers.
• Familiarity with advocacy, referral, or loyalty marketing concepts.

Culture & Benefits

• Hybrid working model.
• Private medical insurance with Vitality, including mental health, dental, and vision coverage.
• Life insurance and enhanced parental leave.
• 25 days annual leave plus public holidays and two additional Celebration Days.
• Modern hardware setup (Macs).