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Customer Success Manager

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Mapp Digital

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a commercially minded and proactive Customer Success Manager to own and grow a portfolio of clients, including well-known consumer brands. This is a high-impact role where you’ll act as a trusted advisor, helping clients maximise value from our platform while identifying opportunities to drive retention and revenue growth.

Job Responsibility:

  • Manage and retain a portfolio of client accounts
  • Build strong, trusted relationships with key stakeholders
  • Drive engagement, satisfaction, and long-term loyalty
  • Own client retention and revenue performance
  • Identify upsell and cross-sell opportunities
  • Partner with Account Management on commercial growth strategies
  • Manage end-to-end renewals for selected clients
  • Proactively track contracts and lead negotiations
  • Mitigate churn through early risk identification
  • Advise on best practices across email, SMS, and push
  • Support clients in achieving marketing objectives
  • Use data insights to optimise campaign performance
  • Work hands-on within the Mapp platform
  • Build and execute multi-channel campaigns
  • Support segmentation, targeting, and automation workflows
  • Troubleshoot issues in collaboration with technical teams
  • Partner with Technical Solutions on onboarding and projects
  • Ensure seamless implementation and ongoing optimisation
  • Act as the bridge between client needs and internal teams
  • Maintain accurate records in Salesforce
  • Track KPIs across client health, retention, and growth

Requirements:

  • Customer Success, Account Management, or similar SaaS experience
  • Salesforce Opportunity and pipeline knowledge
  • Background in digital marketing (email, SMS, push)
  • Experience managing renewals and driving account growth
  • Commercial mindset with a focus on revenue growth
  • Ability to manage multiple client relationships
  • Strong analytical skills with data-driven decision making
  • Comfortable working with marketing technology platforms

Nice to have:

  • Experience working with consumer brands
  • Fashion/retail industry exposure
What we offer:
  • Work with recognised global brands
  • Be part of a collaborative, high-performing team
  • Directly influence client success and revenue growth
  • Hybrid working in a central London location

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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