Customer Success Manager

• Own business outcomes across a portfolio of UK and European merchants, driving product adoption, retention, expansion, and revenue growth.
• Build and manage strong relationships with merchant stakeholders, including executive-level decision-makers.
• Lead QBRs and strategic business reviews, using merchant KPIs and performance insights to drive actionable recommendations.
• Own campaign management end-to-end across cart recovery, order updates, cross-sell/upsell, win-back, and other retention journeys.
• Plan, execute, analyse, and optimise campaigns to improve merchant outcomes.
• Analyse merchant performance using funnels, cohorts, A/B testing, and other data-driven frameworks to identify growth opportunities.
• Translate data and performance trends into clear, actionable recommendations for merchants.
• Leverage AI tools to automate workflows, surface insights, and improve customer success productivity.
• Partner closely with Product, Engineering, Sales, and Marketing to solve merchant challenges and drive product improvements.
• Act as the voice of UK/Europe merchants internally, effectively bridging UK/Europe and India time zones.

• 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce.
• Prior experience managing or working directly with clients across the US, UK, Europe, or Australia.
• Proven experience owning accounts end-to-end, from planning and execution to performance analysis and business outcomes.
• Excellent English communication skills with the ability to confidently engage with native English-speaking stakeholders and senior leadership.
• Strong stakeholder management, negotiation, analytical, and problem-solving skills.
• Functional understanding of retention marketing strategies and tools such as Klaviyo.
• Comfortable using AI tools to improve productivity, analysis, and decision-making.

Required Skills