Customer Success Lead (Retention)


LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 6,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. One that makes customers feel valued, rather than like they are just another number.

Backed by Kennet, a SaaS-focused growth stage investor, with over $900 million under management and offices in Silicon Valley and London.

Role information

Here at LoyaltyLion we want to make relationships the foundation of commerce.

We’re shaking up the way eCommerce retailers do business. We’ve grown from a company of 8 to over 60 in the last three years and from 300 retailers using our platform to over 7,000 today! We have also recently been recognised as one of the fastest growing startups in the country after included in the Deloitte Fast 50!

As our new Retention Stream Lead you will own the pivotal part of the customer journey here at LoyaltyLion and you will love this role if you’re obsessed with customers, and are obsessed with continually providing value to your customers!

In the Customer Success team, you are the CEO of your own world; you won’t be able to solve every problem alone, but you will act as an owner of your work, and know when to ask for help. We learn far more from our mistakes than from winning; the CS culture is built on sharing learnings, taking opportunities to self-educate, and having a bias towards action. Get on, get stuff done, and have your team behind you all the way.

You will work closely with the Director of Customer Success to grow and improve the Retention Team and the Success function as a whole as we scale rapidly in 2021 and build a best in class Retention team.

Some of the things you'll be doing:

  • Owning the strategic direction, in partnership with the Director of Customer Success, of the Retention function
  • Identifying training and skill gaps in the Retention function and designing and implementing long term training plans
  • Hiring and developing the next generation of Customer Success Managers
  • Owning the relationship with strategic accounts
  • Owning Key Interactions with other teams in the Organisation and being the face of Retention within the business

What we’re looking for:

  • Proven experience in Enterprise Customer Success. You should be supremely comfortable owning relationships with the largest clients and senior stakeholders
  • Ideally you have experience of, or exposure to the eCommerce ecosystem and a deep understanding of SaaS & success methodologies
  • Ideally you have experience managing and growing a function and supporting the team through a period of immense change and growth
  • Self-development drives you, and you’re always looking for ways to enhance your knowledge/experience and you have the skill to apply your learnings to your team
  • Tangible commercial experience, you excel at identifying growth opportunities in the largest businesses and have the skills to comfortably articulate the value of LoyaltyLion to close these opportunities.
  • Data as your default. Gut feel is great (sometimes it’s all you have!), but your default position is to look at the data. You should be as comfortable in an excel sheet (or equivalent) as you are at a client meeting

What we offer:

Throughout COVID-19 we are working remotely for the time being, although our regular office is located in Farringdon. We’re committed to supporting anyone that joins us mid-pandemic in a way that enables you to; onboard smoothly, integrate with teams and feel a part of the team. In addition to this we offer:

  • Be part of the the first 75 employees that drive the future growth
  • Join at a major inflection point – ecommerce is booming and with it the demand for loyalty software like LoyaltyLion
  • Macbook, magic keyboard and any other tech or equipment you need to do a great job
  • Remote working
  • Flexible working
  • 25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year
  • Company days out and events (virtual for now)
  • Home office budget
  • Cycle scheme
  • Employee Assistance Program
  • Private medical insurance
  • WeWork All access and access to an office space throughout COVID

We’re constantly reviewing our perks and benefits and are currently looking to introduce a new set of benefits for the ‘new way of working’ for the time being.


£45000 – £55000 per annum + benefits


Sophie's experience

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