Senior Customer Success Manager – UK

About This Opportunity

We are representing a confidential ecommerce technology organization in their search for a Senior Customer Success Manager based remotely in the UK. Our client powers product search and discovery solutions for major retail enterprises, serving billions of requests weekly through machine learning-driven platforms that directly impact customer revenue and conversion metrics.

As a Senior Customer Success Manager, you'll own the complete customer journey from implementation through ongoing value realization. You'll work with enterprise clients to ensure they achieve meaningful business outcomes through search and product discovery optimization, building trusted relationships across technical and executive stakeholder groups.

Responsibilities

• Own the customer journey from project kick-off, launch, adoption, and ongoing value realization, ensuring customers achieve meaningful business outcomes
• Build trusted relationships across complex enterprise organizations, engaging with stakeholders from engineers and data teams to VP and C-level executives
• Understand goals, priorities, and influence of different customer personas, aligning technical and business stakeholders around shared success plans
• Translate technical concepts, product capabilities, and performance data into clear business value connected to conversion, revenue, and customer experience outcomes
• Plan and lead effective QBRs and EBRs that communicate measurable impact, facilitate strategic conversations, and align stakeholders on priorities
• Identify risks, blockers, and changing customer priorities early; lead escalations with clarity by defining business impact and engaging appropriate internal teams
• Advocate for customer needs while exercising judgment about engineering involvement, request prioritization, and alternative solutions
• Provide proactive, strategic recommendations using customer insights, performance data, and ecommerce best practices
• Maintain clear success plans, stakeholder maps, account documentation, and training materials
• Partner with Account Management to support retention and growth by demonstrating value and identifying expansion opportunities
• Continuously improve onboarding, integration, and support processes, sharing repeatable best practices

What We're Looking For

• Based in the UK
• At least three years of experience managing relationships with enterprise customers in Customer Success, Account Management, Solutions Consulting, or similar customer-facing roles
• Experience working with complex enterprise organizations and building trusted relationships with stakeholders from technical teams to C-level executives
• Strong executive presence and confidence to lead strategic customer conversations, including QBRs and EBRs
• Strong influencing and stakeholder-management skills, with ability to create momentum and drive progress without direct authority
• Strong problem-solving skills, intellectual curiosity, and ability to learn quickly in fast-moving, technically sophisticated environments
• Experience in ecommerce, digital commerce, search, product discovery, or related fields is highly valued

How We Work With You

Candidates apply through Get A Job.ai, where our talent team will conduct an initial screening to understand your background and fit for this role. We then submit qualified candidates to our client for consideration. Please do not attempt to contact the client directly, as all communication should flow through our recruitment process to ensure the best experience for everyone involved.

Benefits

• Competitive compensation package including stock options
• Fully remote position - work from anywhere in the UK
• Work from home stipend to set up your home office
• Apple laptop provided
• Training and development budget for every employee, refreshed annually
• Parental leave for qualified employees

Equal Opportunity

Get A Job.ai is committed to diversity, equity, and inclusion in our recruitment process. We welcome individuals of all backgrounds and provide equal opportunities to all applicants regardless of education, race, color, religion, gender, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status, or affiliation in any other protected group.