Customer Success Manager – AI MarTech (Retail / Ecommerce)

About the company

• AI-driven SaaS marketing technology start-up, reinventing how ecommerce teams create and manage product content at enterprise scale
• Platform uses advanced AI agents to optimise product titles, descriptions and metadata across large catalogues
• Trusted by leading retailers including M&S, Argos and OnCloud to improve discoverability and performance across traditional search and emerging AI-led search environments
• Series A, venture-backed and scaling fast, with a product-led approach and a lean, high-performance culture

About the role

• Own a portfolio of ~20–30 mid-market and enterprise retail/ecommerce customers
• End-to-end responsibility for onboarding, adoption, value delivery, renewals and expansion
• Manage a book of business of ~£500k–£1m, with clear opportunity to grow this significantly
• Maintain urgency post-sale and re-engage accounts where momentum has dropped
• Act consultatively, helping customers embed AI into content, SEO and merchandising workflows

Your previous experience

• 4+ years’ experience in B2B SaaS Customer Success or Account Management, managing mid-market and enterprise retailers or brands.
• Proven ownership of adoption, renewals and expansion across complex, multi-stakeholder accounts
• Commercial and value-led, comfortable building ROI narratives and expansion cases
• Proactive, resilient and energised by fast-moving, evolving products.

Package

• £50,000–£70,000 base DOE + 10–20% bonus depending on experience
• Hybrid working: 2–3 days per week in Central London office
• High-impact role with genuine ownership and progression as the business scales