Customer Success Manager

About the role

This Digital Customer Success Manager position blends customer success, digital marketing and analytics to drive adoption, retention and growth for a portfolio of SaaS customers. You will work closely with product, marketing and support teams in a fast‑growing software business serving retailers worldwide.

Key responsibilities

• Develop and execute digital engagement campaigns that increase product adoption and reduce churn.
• Create customer communications, webinars, videos and self‑service content at scale.
• Analyse usage data and feedback to identify opportunities and mitigate risk.
• Monitor customer health and proactively implement initiatives to improve outcomes.
• Leverage CRM and Customer Success platforms to automate personalised journeys.
• Collaborate with Product, Marketing, Support and Success teams to ensure a seamless experience.
• Measure and optimise the impact of digital initiatives on engagement and retention.
• Support revenue retention and growth through proactive lifecycle management.

Required profile

• 2+ years of experience in Customer Success, Customer Marketing, Account Management or a similar customer‑facing role within a SaaS or technology business.
• Digitally savvy professional who enjoys combining engagement, content creation and data analysis.
• Strong written communication skills for creating emails, webinars, videos and other customer‑facing content.
• Commercial awareness and a passion for helping customers achieve outcomes.

Required skills