We’re looking for a commercially minded and proactive Customer Success Manager to own and grow a portfolio of clients, including well-known consumer brands. This is a high-impact role where you’ll act as a trusted advisor, helping clients maximise value from our platform while identifying opportunities to drive retention and revenue growth.

What You’ll Be Doing

🤝 Client Success & Relationship Management

Manage and retain a portfolio of client accounts
Build strong, trusted relationships with key stakeholders
Drive engagement, satisfaction, and long-term loyalty

📈 Retention & Growth

Own client retention and revenue performance
Identify upsell and cross-sell opportunities
Partner with Account Management on commercial growth strategies

🔄 Renewals

Manage end-to-end renewals for selected clients
Proactively track contracts and lead negotiations
Mitigate churn through early risk identification

📊 Campaign Strategy & Execution

Advise on best practices across email, SMS, and push
Support clients in achieving marketing objectives
Use data insights to optimise campaign performance

⚙️ Platform & Technical Delivery

Work hands-on within the Mapp platform
Build and execute multi-channel campaigns
Support segmentation, targeting, and automation workflows
Troubleshoot issues in collaboration with technical teams

🚀 Delivery & Collaboration

Partner with Technical Solutions on onboarding and projects
Ensure seamless implementation and ongoing optimisation
Act as the bridge between client needs and internal teams

📌 CRM & Reporting

Maintain accurate records in Salesforce
Track KPIs across client health, retention, and growth

What We’re Looking For

Experience

Customer Success, Account Management, or similar SaaS experience
Salesforce Opportunity and pipeline knowledge
Background in digital marketing (email, SMS, push)
Experience managing renewals and driving account growth

Commercial mindset with a focus on revenue growth
Ability to manage multiple client relationships
Strong analytical skills with data-driven decision making
Comfortable working with marketing technology platforms

Bonus Points

Experience working with consumer brands
Fashion/retail industry exposure

Why Join Us?

Work with recognised global brands
Be part of a collaborative, high-performing team
Directly influence client success and revenue growth
Hybrid working in a central London location

Ready to Apply?

If you’re passionate about delivering exceptional client experiences, retaining clients and driving growth, and working in a fast-paced SaaS environment, we’d love to hear from you.

Apply now or reach out to learn more.

About Mapp Digital

Emerged from Mapp’s successful cross-channel marketing solution and Webtrekk’s proven customer intelligence tool, we have created an insight-led customer experience platform – unlike anything in the market. Mapp has offices all over the world, including USA, London, Paris, Berlin, Munich and Milan. More than 250 employees around the globe work on Mapp’s technology to provide customers with actionable marketing insights that will help them deliver exceptional customer experiences. At Mapp, we also encourage employees to push the limits on what we deliver, both as individuals and as a company.

Do you want to shape the future of marketing with us? If you’re tech-savvy, love helping customers be successful with technology, and always hunting for the next big deal, we want to have you on board!