Manager, Customer Success

Location: London, UK (Hybrid, 3 days per week in office). Travel: Approximately 20% travel across EMEA customer locations. As our EMEA Customer Success organization continues to grow, we're looking for an experienced, people-first leader to help scale a high-performing team and drive exceptional customer outcomes. As Manager, Customer Success, you'll lead a team of Customer Success Professionals responsible for helping enterprise customers maximize the value of the CreatorIQ platform. You'll empower your team through coaching, mentorship, and strategic leadership while ensuring exceptional customer experiences, strong retention outcomes, and operational excellence. You'll partner closely with Sales, Product, Professional Services, and Support teams to drive customer success at scale, champion AI-powered efficiencies, and foster a culture of accountability, collaboration, and continuous improvement.

Responsibilities

Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture; Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations; Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform; Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle; Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes

Requirements

5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience; Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance; Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations; Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset; Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams; Proficiency with CRM platforms and strong operational skills related to forecasting, pipeline management, and risk mitigation; Excellent communication, presentation, and stakeholder management skills; Comfortable leveraging AI tools to drive productivity, generate customer insights, and improve team effectiveness

Nice to have

Experience within influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries; Salesforce

Benefits

Work with talented, collaborative, and friendly people who love what they do; Utilize learning platform to fully get training and tools; 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave; Stock options as part of equity-sharing program; Healthcare coverage encompassing mental health, physical therapies, dental, vision, cancer coverage, and more; Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year