Strategic Customer Success Manager (Onboarding)

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 7,000 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!

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.

As our new Customer Success Manager you will have your finger on the pulse of our user Onboarding journey. We exist to help eCommerce retailers succeed. You will be working with our merchants on their loyalty strategy and launching their loyalty program using our platform, and calibrating things just right so that their customers feel valued and so they can start seeing a tangible ROI from their loyalty program from day one.

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. There’s also a host of other benefits outlined below!

 

Some of the things you'll be doing:

  • Advising merchants on their loyalty launch strategy (don’t worry we will train you)
  • On-boarding customers onto our platform in order to properly calibrate their loyalty program and give them a fantastic post sales experience
  • Supporting on-boarding projects and wider Customer Success initiatives
  • Working cross-functionally with other teams to better align yourself with specific customers needs and wants
  • Using data to make great recommendations to our merchants when it comes to their loyalty program
  • Owning the relationship with strategic accounts

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
  • Analytical mind – you’ll be advising on the points and rewards to give to each loyalty program, and customer loyalty in general
  • Impeccable written English
  • You are obsessed with self-development and always looking for ways to enhance your knowledge/experience and you have the skill to apply your learnings to your team
  • Ideally you have experience of, or exposure to the ecommerce ecosystem and a deep understanding of SaaS & success methodologies
  • We need you to hit the ground running. There will be a comprehensive onboarding plan and support available but this is not a role that you can grow into over 6-12 months. We need you to be contributing meaningfully in month 1
  • Desire to make your mark in a fast growth startup

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.

 

£35,000 – £45000 per annum dependent on experience + benefits

 

Sophie's experience

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