[Hiring] Senior Customer Success Manager @Pion

Role Description

We are looking for a Senior Customer Success Manager to join for a 12 month Maternity Cover contract.

• Lead and develop a small Customer Success & Support team through regular 1:1s, performance reviews and ongoing coaching to drive a high-performing, collaborative culture.
• Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success.
• Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results.
• Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI.
• Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience.

Qualifications

• 5+ years’ experience in Customer Success, Account Management or Affiliate Marketing, with a proven track record of managing and growing Enterprise and Mid-Market client relationships.
• Previous line management experience, with the ability to coach, develop and motivate high-performing Customer Success and Support team members.
• Strong analytical and reporting skills, with experience delivering campaign performance reporting, client insights and optimisation recommendations.
• Confident leading QBRs and MBRs, with excellent communication and presentation skills across in-person meetings, video calls and written communication.
• Highly organised and adaptable, with strong time management skills and the ability to manage multiple priorities and deadlines in a fast-paced environment.

Benefits

• Competitive salary.
• 30 days annual leave, plus bank holidays.
• Accredited 'Great Place To Work’ company in three categories.
• Commitment to personal development and career growth, coaching workshops and progression plans.
• Remote-first working environment, with up to 180 days working from abroad (subject to approval).
• Flexible working hours (start between 8-10am and finish between 4:30-6:30pm).
• Focus on welfare, including a monthly wellness allowance, gym memberships, access to mental health first aiders, a health cash plan and more.
• Access to incredible partnership discounts for the biggest brands in the world, including Google, Apple, GymShark, Domino's, Uber and more!
• £200 work from home set up allowance to put towards your at-home working space.