Lead and develop a small Customer Success & Support team through regular 1:1s, performance reviews and ongoing coaching to drive a high-performing, collaborative culture.
Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success.
Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results.
Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI.
Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience.

5+ years’ experience in Customer Success, Account Management or Affiliate Marketing, with a proven track record of managing and growing Enterprise and Mid-Market client relationships.
Previous line management experience, with the ability to coach, develop and motivate high-performing Customer Success and Support team members.
Strong analytical and reporting skills, with experience delivering campaign performance reporting, client insights and optimisation recommendations.
Confident leading QBRs and MBRs, with excellent communication and presentation skills across in-person meetings, video calls and written communication.
Highly organised and adaptable, with strong time management skills and the ability to manage multiple priorities and deadlines in a fast-paced environment.

Competitive salary.
30 days annual leave, plus bank holidays.
Accredited 'Great Place To Work’ company in three categories.
Commitment to personal development and career growth, coaching workshops and progression plans.
Remote-first working environment. This means you’re not obligated to come into the office, you can choose the environment you think you excel best in with up to 180 days working from abroad (subject to approval — sadly, we can’t say yes to every beach).
Flexible working hours (start between 8-10am and finish between 4:30-6:30pm).
Focus on welfare. We offer a monthly wellness allowance, gym memberships, access to mental health first aiders, a health cash plan and more.
Access to incredible partnership discounts for the biggest brands in the world. Think Google, Apple, GymShark, Domino's, Uber and loads more!
£200 work from home set up allowance to put towards your at-home working space.

Senior Customer Success Manager

Key skills