Strategic Customer Success Manager (Retention), LoyaltyLion

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 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’re shaking up the way ecommerce retailers do business. We’ve grown from a company of 8 to more than 60 in the last two years and 300 retailers using our platform to over 7000 today! We have also recently been recognised as one of the fastest growing startups in the country after included in the Deloitte Fast 50!

We exist to help ecommerce retailers succeed. Your role is to help our merchants get maximum value from our platform with the ultimate aim that we retain them at the end of their contract.

Just as LoyaltyLion is a platform for our customers to succeed, we want to be your platform for success, too. Here you will have opportunities to grow, real career development and you will have a tangible impact on our company and product.

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.

Some of the things you'll be doing:

Advising merchants on how they could adjust their existing loyalty strategy to get more from their program (don’t worry we’ll train you). This training will be delivered through a mix of 121 calls, emails and recorded video
Encouraging merchants to adopt new features
Collating feedback from merchants on what is and isn’t working so well with our product
Working closely with other teams – including the development, sales and marketing

What we’re looking for:

24+ months in a similar Customer Success role or Account Management
Fantastic written and verbal communication skills
Proven experience working with a high volume portfolio of customers
Analytical mind – you’ll be advising on the points and rewards for each loyalty program and will need to be comfortable discussing ROI with your portfolio of merchants

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.

£30,000 – £35000 per annum dependent on experience + benefits