Customer Success Manager

Location: Borough, London SE1 with regular travel as required

Competitive salary dependent on experience. Company performance-related bonus, healthcare insurance & wellbeing benefits.

An opportunity to join Liv-ex as a Customer Success Manager and play a key role in helping our customers get the most from their membership, ensuring they're supported throughout their journey and see real value from our services.

About Liv-ex

With customers in 50 countries, Liv-ex is the leading fine wine exchange globally. Our vision is to make the wine market more transparent, efficient, and safe, for the benefit of our members and wine lovers everywhere. Our culture is hardworking, entrepreneurial and friendly. Founded in 2000, Liv-ex's trading, data and market intelligence platform is used by wine businesses around the world to better understand the market and execute buying and selling opportunities. We're at an inflection point in our journey, embarking on a transformational phase that will redefine how the wine industry operates, trades, and leverages data intelligence. Despite our market leadership, we remain an agile, entrepreneurial, focused organization where senior leaders are involved in overseeing execution.

Summary Purpose

As a Customer Success Manager in a data subscription business, your primary objective is to maximize customer retention and expansion by ensuring clients derive ongoing value from their subscriptions. You will manage the customer lifecycle end-to-end-onboarding, adoption and renewal-while proactively identifying opportunities to grow ARR through upsells and cross-sells. Your role is critical in driving customer satisfaction, minimizing churn, and supporting sustainable revenue growth.

Key Tasks & Responsibilities

• Lead onboarding, training and proactive engagement to ensure subscribers maximize value and actively use Liv-ex's platform and services.
• Monitor subscription health and usage data to identify churn risks, downgrades and upsell opportunities, collaborating closely with Account Managers to drive renewals and ARR growth.
• Deliver tailored education and best practice guidance while serving as the customer advocate internally, providing insights that inform product development and enhance service delivery.
• Partner cross-functionally with Product, Sales, Integrations and Account Management teams to ensure seamless customer experiences and alignment with evolving customer needs.
• Maintain accurate CRM records, usage reports and activity logs to support forecasting, reporting, and visibility across teams.
• Represent Liv-ex at customer forums, training sessions and industry events to strengthen relationships and promote data driven value.

Required Knowledge and Qualifications

• 3+ years in customer success, client management or a related relationship focused role.
• Strong ability to deliver training, guidance and proactive support to clients.
• Excellent interpersonal and communication skills, both written and verbal.
• Demonstrated problem solving and conflict resolution skills.
• Organised, empathetic and detail oriented, with a focus on customer experience.
• A genuine interest in or willingness to learn about the fine wine trade.

Desired Knowledge and Qualifications

• Knowledge of the fine wines sector and its players in the market.

To apply, please send a copy of your CV to our HR team .

Interested in becoming a member?

Speak to our business development team about your needs, and we'll work with you to identify the right solution for you.

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