Senior Customer Success Manager

London

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 4,000 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.

Role information

As our next Customer Success Manager and you will be joining a team that loves surprising and delighting our customers constantly.

This love of delighting our customers and the time that we invest in them are the reasons that we have achieved a 97% renewals rate in 2018. This year we have challenged ourselves to 98%.

Ambitious, right? Well we think it might be possible with you.

Some of the things you'll be doing:

  • Advising merchants on their loyalty launch strategy (don’t worry we will train you!)
  • Speaking with larger merchants on a quarterly basis to provide loyalty recommendations
  • Devising ways to engage with smaller merchants via a one-to-many approach
  • Agreeing contract renewals
  • Suggesting innovative ways to delight clients
  • Joining industry-wide discussions about the future of loyalty
  • Advocating for LoyaltyLion at external industry events
  • Answering ad-hoc questions

What we’re looking for:

Some of the attributes we consider necessary for success include:

  • Ability to prioritise a busy workload
  • Comfort shifting focus at short notice
  • Impeccable communication, both written and verbal
  • Rapport-building, easily and especially in difficult situations
  • Detail-oriented and precise; numerically accurate

 

Suitable applicants may have previous experience in the following roles:

  • Account Manager for a SaaS business
  • Customer Support for a highly transactional e-commerce website
  • Customer Success for an online marketplace
  • Client support for a B2B2C business

What we offer:

  • Brand new Macbook, magic keyboard and any other tech or equipment you need to do a great job.
  • Free breakfast and lunch on Mondays.
  • One work from home day per week.
  • Flexible working environment.
  • 25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year.
  • Structured career progression – we will lay the tracks for your own personal development.
  • Company days out (crazy golf and axe throwing to name a couple)
  • Fun working environment in a brand new office in Hatton Garden with a lovely roof terrace.
  • Beer on tap and board games!

Salary: £35,000 – £40,000+ per annum (dependent on experience)

Ready to find out more?

Speak to a member of the team to find out how you could use LoyaltyLion to drive customer loyalty and engagement.

Book a demo