Customer Success Manager (Mid-Market)

About Us

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 few years for LoyaltyLion. We closed funding of $12.5m in 2021 and another $12m in 2022. We’ve built out our Leadership team, amongst other key senior hires and we continue to set our sights high, achieving spots in both the Deloitte Fast 50 and the FT1000.

Oh, and did we mention our recent successes, such as our G2 reviews, where we are the no.1 in loyalty management in the world or where we've been voted No. 8 in the Best UK Software 2024 list...

The Customer Success team: 

Our Customer Success team is looking for a Mid-Market Customer Success Manager to join us in our mission of making relationships the foundation of commerce. 

As a Customer Success Manager, you’ll be responsible for managing a high volume of pooled clients and focusing on those that need your help the most. You will ensure that clients are continuously seeing the impact that we deliver from our products and services. You’ll work closely with our Onboarding, Support and Account Management teams to drive our Net Revenue Retention, by delighting our customers, demonstrating recurring impact, spotting and mitigating churn risks, securing renewals and uncovering upsell opportunities throughout the entire customer lifecycle.

Responsibilities:

- Work through a high volume of customers to identify those that need our help the most

- Own Executive Business Reviews for customer who request them 

- Deliver a best in class experience to clients by building relationships and demonstrating impact 

- Manage multiple touch points, including digital meetings, to keep clients engaged and informed 

- Advise clients on loyalty strategy and optimisation opportunities to get the most out of their program (don’t worry we’ll train you!) 

- Discuss return on investment and the impact driven by our program

- Actively gather feedback from clients and share across the organisation to improve our product and service

- Own and manage NPS responses, ensuring the feedback loop is closed

- Continuously improve our client offering by actively spotting opportunities to improve our current processes 

- Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and event participation

- Partner with our Onboarding team to ensure the seamless transition into Customer Success

- Partner with our Support team to ensure client queries as responded to and rectified quickly 

- Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey 

- Fully mitigate any ‘at risk’ clients and support upsells

- Engage with our Product, Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experience 

Skills: 

- 12+ months of experience in a similar Customer Success/Account Management

- Fantastic written, verbal and non-verbal communication skills

- Proven experience working with a high volume portfolio of customers

- You have an analytical mindset

- Confident in discussing ROI and the impact software can have on a client’s organisation

- People person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders

- Highly organised and can manage multiple projects confidently 

- Excellent attention to detail Inquisitive, curious and enjoy looking for ways to improve processes

Benefits

• Hybrid working policy, requiring at least 2 days a week in our office in Farringdon

• International Remote working (up to 30 days in each holiday year)

• 25 days holiday + bank holidays + carry 5 days holiday over into the next holiday year

• All permanent employees get equity to recognise the valuable contribution you'll make to our growth

• Company days out and events, and team socials

• Home office budget

• Cycle scheme

• Employee Assistance Program

• Private medical insurance

• Life Insurance

• Competitive learning and development budget

• 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