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