Customer Success Manager (Ecommerce)

TL;DR

Customer Success Manager (Ecommerce): Managing strategic client relationships from onboarding through renewal while driving adoption, measurable outcomes, and commercial growth with an accent on FMCG manufacturers, digital shelf insights, and portfolio expansion. Focus on designing client roadmaps, identifying upsell opportunities, developing stakeholder strategies, and improving customer success processes.

Location: Onsite at Blue Fin Building, 110 Southwark Street, London, United Kingdom

Salary: GBP 41,900–46,865 per year

Company

hirify.global is a global consumer intelligence company providing retail and consumer insights through analytics and technology platforms.

What you will do

• Build strategic client relationships, stakeholder maps, contact networks, and measurable use cases.
• Guide clients from onboarding through renewal and provide insights that support business decisions.
• Drive portfolio growth by identifying opportunities and achieving a 20% upsell target.
• Create account growth plans, renewal strategies, and client roadmaps while reporting progress to leadership.
• Lead thought leadership initiatives such as webinars, workshops, LinkedIn content, and client-focused materials.
• Improve customer success tools and processes in collaboration with cross-functional teams.

Requirements

• At least 2 years of experience in customer success, ecommerce, account management, or a related client-facing role.
• Understanding of FMCG manufacturers and ecommerce, particularly digital shelf operations.
• Strong analytical, strategic planning, communication, and portfolio management skills.
• Experience identifying growth opportunities and managing complex client relationships.
• Proficiency with CRM systems such as Dynamics or Skalin and data analysis tools.
• Autonomous, proactive, organized, solution-oriented, and motivated by the fast-growing ecommerce market.

Culture & Benefits

• Flexible working environment.
• Volunteer time off.
• Access to LinkedIn Learning.
• Employee Assistance Program.
• AI-assisted recruitment tools may be used, with human oversight and human-only final hiring decisions.