Customer Success and Marketing Manager, London EC2A 4EG

About the Role

We are looking for a Customer Success and Marketing Manager to join our team and support clients across EMEA. In this role, you will lead client onboarding, training, adoption, and ongoing success for the Optimum Retailing platform.

You will act as a trusted partner to clients, helping them implement the platform effectively, build confidence in using it, and maximize long-term value. This is a highly collaborative, client-facing role that sits at the intersection of customer success, account management, business development, and product adoption.

The ideal candidate is a strong communicator, confident presenter, and proactive problem solver who enjoys working closely with clients and cross-functional internal teams.

Key Responsibilities

Client Onboarding

• Lead end-to-end onboarding for new and prospective clients, from kickoff through initial adoption
• Build and manage onboarding plans tailored to client goals and business needs
• Configure and validate platform setups to ensure successful launch readiness
• Serve as the main point of contact during implementation, managing timelines and expectations
• Identify and mitigate onboarding risks to support a smooth transition into business-as-usual usage

Client Training and Enablement

• Deliver engaging live training sessions for a range of user groups and seniority levels
• Create, adapt, and improve training materials based on client maturity and requirements
• Enable client teams to become self-sufficient in using the platform
• Provide refresher and advanced training sessions to strengthen adoption over time

Client Success and Adoption

• Monitor platform usage, engagement, and overall account health
• Identify adoption gaps and implement strategies to improve client outcomes
• Support clients in embedding the platform into day-to-day workflows
• Provide ongoing strategic guidance to help clients maximize platform value and ROI
• Partner with clients to define and scope Statements of Work for custom developments

Cross-Functional Collaboration

• Share client feedback, requirements, and product gaps with internal teams
• Work closely with product and technical teams on troubleshooting, escalations, and issue resolution
• Align internally on client priorities, risks, and opportunities to drive successful outcomes

Additional Responsibilities

• Maintain accurate client documentation, notes, and activity tracking
• Manage multiple client accounts, timelines, and priorities simultaneously
• Contribute to improving onboarding, training, and customer success processes
• Deliver product demos and support business development efforts across EMEA

What We’re Looking For

Skills and Experience

• Experience in customer success, account management, client services, implementation, or a similar client-facing role
• Strong presentation and facilitation skills, with experience delivering training sessions, workshops, and client meetings
• Excellent stakeholder management skills across a range of functions and seniority levels
• Ability to explain complex concepts in a clear, practical way for non-technical users
• Strong organizational and time management skills, with the ability to manage multiple priorities
• Proactive, solutions-focused mindset with a strong sense of ownership and accountability

Technical Strengths

• Ability to quickly learn and navigate complex systems and platforms
• Strong troubleshooting skills and confidence guiding users through solutions
• Comfortable working with data, system configurations, and platform logic

Preferred Attributes

• Experience supporting software or platform adoption within client organizations
• Confidence working in cross-functional environments with product and technical teams
• Commercial awareness and ability to support demos and business development activity
• Experience working with clients across EMEA is an asset

Working Style

This role involves regular client engagement, including weekly or bi-weekly check-ins depending on onboarding stage and client needs. You will also lead working sessions related to onboarding, training, troubleshooting, and ongoing optimization.

You can expect to work with a range of stakeholders, including:

• Project and implementation managers
• Marketing, merchandising, and store design teams
• Platform end users
• Product and technical teams
• Senior leadership and executive stakeholders

Job Types: Full-time, Permanent

Pay: £55,000.00-£70,000.00 per year

Work Location: Hybrid remote in London EC2A 4EG