Customer Success Manager

Customer Success Manager

Our Benefits

- Salary: £40,000 to £45,000 (dependent on experience), plus commission on account growth
- 4-day workweek: Uniqodo was one of the first companies in the UK to adopt a company-wide 4-day workweek, without a salary reduction and without employees working overtime or extra hours
- 25 days’ holiday per year
- Pension scheme: A company-wide contributory pension scheme
- Market-beating protection: You will receive death-in-service insurance and access to not one but two private healthcare schemes that include health, dental, mental wellbeing support and more
- Regular social events: We are a sociable bunch! Expect quarterly socials that range from escape rooms to sports days to arcades
- Flexible working hours: We believe excellent performance matters more than clock-watching, so we give our team flexibility around their core hours
- Hybrid working: We work remotely, with regular time in person with clients and the team. Access to London and willingness to travel to client sites across the UK is required

Why Uniqodo?

Uniqodo is a fast-growing SaaS business at the forefront of marketing technology. We are a Promotion Experience platform that helps ecommerce businesses deliver end-to-end promotional journeys. Our products help ecommerce brands deliver engaging promotional experiences across the customer journey.

Have you ever enjoyed a personalised voucher code online, been rewarded for your loyalty to a brand, or been given exclusive access to a sale? Those are exactly the experiences we help our clients deliver.

We do award-winning work with some of the world's biggest and most loved brands, including Expedia, BT, EE, TUI, LG, Boots, QVC and The White Company. We won three Performance Marketing Awards in 2024, including Best Technology for Retailers.

We give our people autonomy in their work, support their development to become masters of their craft, and make sure the team feels a sense of purpose. We work hard, respect one another and go over and above to support each other and our clients.

We provide equal opportunity in a zero-discrimination workplace. We welcome and embrace everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship or marital status. We encourage positive debate, and much of our platform exists because our team spotted a better way of doing things.

The Purpose of this Role

We are looking for a Customer Success Manager to manage and grow a portfolio of enterprise clients. This is a commercial, consultative role, focused on retention, renewal and expansion within your accounts.

You will be the point of contact for your clients, building relationships on calls and in person. You will run Quarterly Business Reviews, deliver workshops on site, and advise clients on how Uniqodo's products can help them reach their commercial goals.

You will sit close to the platform. You will understand how promotions and experiences are built and will support set-up and testing. However, the majority of your time will be focused on strategy, growth and relationship expansion. 

You will report to the Head of Account Management, who will support you on account strategy, commercial negotiations and larger renewals. You will also work closely with our Sales, Technical Support, Product and Marketing teams.

What You Will Do

Growth Ownership
- Grow your accounts: Drive recurring revenue growth across your portfolio through tier upgrades, additional products and contract expansion.
- Spot expansion opportunities: Identify where our wider product suite aligns with each client's goals, and take those opportunities forward with support from the Head of Account Management.
- Manage renewals: Plan and manage renewals for your accounts, working with the Head of Account Management, who leads commercial negotiations on larger or more complex deals.
- Maintain account plans: Keep account plans up to date for your clients, covering objectives, stakeholders, risks and growth potential. Reviewing them quarterly with the Head of Account Management and Leadership.
- Monitor usage: Track client usage against contracted allowances and flag upgrade opportunities early.

Client Leadership
- Be the point of contact: Own day-to-day communication with your clients, building strong relationships across their marketing, CRM and ecommerce teams.
- Meet clients in person: Travel to client sites for meetings, QBRs and workshops. Strong relationships are built face to face as well as on calls.
- Broaden relationships: Build connections with more than one stakeholder in each account, develop champions and reach senior decision-makers.

QBRs and Workshops
- Run QBRs: Prepare and lead Quarterly Business Reviews, in person wherever possible, using our standard QBR approach. A good QBR shows clear ROI, shares benchmarks and agrees on next steps for growth.
- Deliver workshops: Present workshops on site, helping client teams get maximum value from the platform and adopt new features.
- Tell the value story: Turn campaign results into clear, commercial insights that show the impact Uniqodo delivers.

Strategy and Consultative Approach
- Advise on promotion strategy: Understand each client's business and marketing goals, and recommend promotion strategies across the customer journey.
- Lead with discovery: Ask the right questions to uncover client pain points, priorities and opportunities before proposing solutions.
- Plan peak trading: Partner with clients on key trading periods such as Black Friday, Christmas and seasonal sales, from brief through to results.

Platform Delivery
- Oversee delivery: Make sure promotions and experiences are set up, tested and launched to a high standard, supporting hands-on configuration where needed.
- Resolve issues: Work with Technical Support to resolve challenges quickly, protecting the commercial relationship.
- Capture evidence: Gather results and client feedback for case studies, awards and sales enablement.

Team and Collaboration
- Share client insight: Feed client feedback to the Product team to help prioritise the roadmap.
- Partner with Marketing: Work with Marketing to turn client successes into case studies and advocacy.
- Support your colleagues: Share what works with the wider team and support each other across accounts.
- Use AI and automation: Use AI tools and automation to reduce admin, so more of your time goes on strategy and clients.

About You

Required Skills and Experience

- Account management experience: Experience managing and growing client accounts in a B2B SaaS, martech or affiliate environment, including identifying upsell opportunities and supporting renewals.
- Relationship building: Confident building strong client relationships, both on calls and in person.
- Presenting with confidence: Experience running client meetings, QBRs or workshops, face-to-face and remotely.
- Consultative mindset: A discovery-first approach. You ask the right questions to understand client goals before recommending solutions.
- Strategic thinking: Able to connect client objectives to product opportunities and suggest practical ways to grow an account.
- Commercial awareness: Comfortable raising commercial conversations with clients, with the appetite to develop your negotiation skills with support from the Head of Account Management.
- Organised: Able to manage a portfolio of clients through a CRM such as HubSpot or Salesforce, keeping records accurate and up to date.
- Technically comfortable: Not a technical role, but you are happy discussing integrations and product detail with clients and product managers. You can translate features into business value.
- Collaborative and supportive: Known for working well across teams and for going over and above to support colleagues and clients.
- Resilient and solutions-oriented: You tackle challenges head-on and see them through to resolution.
- Willing to travel: Comfortable travelling to client sites across the UK.

Bonus Skills

- Experience in ecommerce, promotions, loyalty, referral or affiliate marketing.
- Experience working with clients across retail, travel and telecoms.
- Familiarity with account planning or qualification frameworks such as MEDDICC.
- Experience using AI tools to improve reporting, analysis or client communication.

Assessment Process

Successful applicants will be invited to the following stages:

1. Initial video screening
2. Remote interview
3. Face-to-face workshop