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

Join us as our next Customer Success Manager and you will be joining a team that loves to surprise and delight 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.

You will be joining a collaborative and supportive team in a startup with a lot of growth planned this year. You will have autonomy, independence and find room for new ideas as you shape the future of the business with us. If that’s not enough we’ve just moved into a fancy new office in Hatton Garden where we offer free lunch on Mondays, drinks Friday afternoon and board games!

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:

We look, feel and operate like the start-up we are. We work from a trendy office in Hatton Garden with free breakfast and lunch on Mondays, and we have a wonderful roof terrace. We want our team to shape our future with us. We pride ourselves on involving you, and supporting you in your own development as you grow with us. We want you to have autonomy and influence at an exciting stage in our company’s growth.

We also love company days out (crazy golf and axe throwing to name a couple), drinks on Friday, board games, trips away (last year we went to Disney and Munich for Oktoberfest!). Another perk that we love is being able to carry over 13 days of holiday each year!

Salary: £30,000 – £35,000 per annum

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