Strategic 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 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 10,000 small and medium sized 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. An experience where customers feel valued, rather than just another number.

It’s been an incredible two years for LoyaltyLion. We closed $12.5m early last year and another $12m this year, and we’ve grown from 40 employees to over 100. We’ve built out our Leadership team, recruiting a CTO, CFO and Director of Product amongst other senior hires and we continue to scale quickly, achieving spots in both the Deloitte Fast 50 and the FT1000. This is just the beginning of our inflection point.

Role information

Our Customer Success team is looking for another Strategic Customer Success Manager to join us in our mission of making relationships the foundation of commerce.

As a Strategic Customer Success Manager, you’ll be responsible for managing your own book of business, made up of our largest clients, ensuring our customers are continuously seeing the value that we are able to deliver from our products and services. You’ll work closely with our account management team to drive our Net Retention Rate, through the delivery of renewals and upsells throughout the entire customer lifecycle.

Some of the things you'll be doing:

• You will deliver a best in class individual experience to our strategic customers by providing support in the form of regular meetings
• You will work with and advise strategic merchants on managing and up levelling their existing loyalty strategy to get more from their program
• You’ll be confident in discussing ROI and the value-driven by our program
• You’ll encourage our customers to adopt new features and participate in product beta testing
• You’ll actively gather feedback from our customers on what is and isn’t working so well with our product and service
• Along with the strategic team, you’ll work to continuously improve our strategic offering by actively looking for and delivering improvements to our current processes
• You’ll work closely with marketing to drive advocacy in the form of testimonials and case studies
• You’ll partner with our account management team to deliver on renewals and upsells throughout the customer’s journey
• You’ll be able to confidently forecast NRR performance 3 months ahead and plan to address ‘at risk’ customers
• You’ll engage with our development, marketing, and sales teams to ensure smooth customer journeys and experiences

What we’re looking for:

• You have 2 years + experience in a similar Customer Success or Account Management role
• You have fantastic written and verbal communication skills and are confident communicating with c-suite executives
• You have proven experience working with a book of strategic business
• You’re a people person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders
• You’re highly organised and can manage multiple projects confidently
• You have excellent attention to detail
• You’re inquisitive and curious and enjoy looking for ways to improve processes

Salary: £40-45,000

What we offer:

We’re currently operating on a hybrid model, with a mix of home and office-based work from our new HQ on Fleet Street!
In addition to this we offer:
• Remote and flexible working
• 25 days holiday + bank holidays + carry 5 days holiday over into the next holiday year
• Company days out and events, and team socials
• Home office budget
• Cycle scheme
• Employee Assistance Program
• Private medical insurance
• Competitive learning and development budget
• EMI options scheme
• The opportunity to 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

Connect with a Loyalty Analyst

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

Talk to us