Serve as a strategic partner to enterprise customers, guiding implementation, adoption, training, technical solutions, escalations, retention, and growth. Scope client requirements, demonstrate tailored solutions, provide platform guidance, gather product feedback, support account-management upsell initiatives, and help advance a customer-success culture. The role requires strong communication, organization, analytical problem-solving, IT affinity, digital marketing understanding, and experience in SaaS, professional services, implementation, customer success, or media agencies.
We are looking for a strategic and customer-focused Technical Customer Success Manager who combines strong relationship-building skills with a consultative, solutions-driven mindset. In this role, you will act as a trusted partner to our customers, guiding them through implementation, adoption, and long-term growth on our platform, with a particular focus on our Enterprise accounts.
This is a full-time role based in London. We ask that you join us in the office 3 times per week, as we value in-person collaboration and see real benefit in the connections and teamwork it creates.
Some of the things you'll work on:- Serving as a strategic, day-to-day partner for customers, offering expert guidance on product functionality and addressing solution-related needs as they evolve.
- Leading the scoping and delivery of client-specific requirements, demoing tailored solutions, and providing hands-on training or technical implementation to ensure successful platform adoption.
- Taking a consultative approach to guide customers in getting the most value from our platform, with the goal of driving adoption, retention, and overall growth of our customer base.
- Gauging customers' levels of engagement with the company and feeding back to other teams on product and service improvements.
- Acting as our role model in championing a shift towards customer success and growth, particularly for our Enterprise accounts.
- Partnering with customers on both short- and long-term initiatives, and supporting our Account Management team in identifying and executing upsell opportunities.
- Guiding customer escalations, both within our team and with external partners.
- Relevant work experience, preferably in a SaaS company in a similar role (professional services, implementation, customer success, etc.) or in a media agency.
- Experience working with Enterprise accounts.
- A good understanding of digital marketing.
- Experience in a scale-up environment, where we move quickly and wear many hats.
- Strong IT affinity, along with an analytical and problem-solving mindset.
- A client-oriented personality, team spirit, and an empathetic, positive attitude with a genuine desire to help our customers reach their goals.
- Excellent organisational and communication skills, with strong time-management abilities.
- Flexible working hours and home office (2x per week)
- Internal shares programme (EDPP)
- Regular team events
- Modern and stylish office in the heart of London
- Sustainable merch for all employees
- Adverity Social Responsibility Days (+2 days paid off)
- Pension scheme
- 25 days annual leave (excluding UK public holidays)
- Private health insurance
- Cycle to Work scheme
The salary for this position ranges from £65,000 to £75,000 per year, based on experience and qualifications.
Apply now if you are ready to revolutionise the way businesses work with marketing data.
We look forward to meeting you!
Adverity London, England Office
24 Chiswell St, London, United Kingdom, EC1Y 4TY
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