Customer Success Manager

The Company

Pet Media Group (PMG) is the world's largest operator of online marketplaces within the pet category. We assist over 10 million consumers every month in finding the pet of their dreams through trusted and local brands, in a way that is both safe and transparent for pets and their caregivers.

We are a profitable, fast-growing scale-up and have grown rapidly from inception in 2019 to today. As a business, we have revenues exceeding 18 mUSD and an EBIT profitability of >35%. Backed by world-class investors such as Verdane Capital and a number of high-profile family offices, our journey has only begun as we expand our portfolio of leading brands within the pet vertical.

In the UK, Pets4Homes is already the dominant marketplace, rehoming more than a million pets per year. However, we still have significant room to deepen breeder engagement, strengthen retention, and expand market penetration.

Context for the Role

Breeders are central to the success of Pets4Homes. As we continue evolving from a classifieds model to a payments-enabled marketplace, building stronger, deeper relationships with breeders is critical.

We are hiring our first Customer Success Manager to help increase breeder market penetration and retention across the UK. This role exists to ensure breeders are active, engaged, supported, and achieving success on the platform.

The work is primarily digital, conducted through calls, CRM workflows, and online community engagement. However, occasional in-person breeder visits and events are important for strengthening relationships and trust.

This is a foundational hire within our UK breeder operations team. You will work closely with the Head of Breeder Strategy & Operations and play a key role in building a scalable breeder success engine over time.

Key Responsibilities Breeder Retention & Engagement (Primary Focus)

• Build and manage trusted relationships with priority breeder accounts.
• Ensure breeders are active, engaged, and achieving positive outcomes on the platform.
• Proactively identify and address churn risks or dissatisfaction.
• Handle disputes and sensitive cases with empathy, authority, and calm professionalism.

Market Penetration & Activation

• Execute outreach and activation playbooks to increase breeder coverage across the UK.
• Convert multi-channel or hesitant breeders into consistent Pets4Homes users.
• Support adoption of Pet Payments by clearly explaining benefits and handling objections confidently.

Community & Reputation Management

• Represent Pets4Homes constructively within online breeder communities, particularly on Facebook and forums.
• Respond to brand mentions and reviews with balanced, empathetic, and confident communication.
• Build credibility within the breeder ecosystem through thoughtful public engagement.

CRM & Operational Execution

• Execute structured outreach and follow up cadences in HubSpot.
• Maintain clean account records and strong pipeline hygiene.
• Manage operational breeder-related tasks such as lead chasing, and resolution coordination.
• Work comfortably with supporting tools such as surveys and lifecycle marketing systems.

Insight & Continuous Improvement

• Identify patterns in breeder objections, frustrations, and behaviours.
• Provide structured feedback to improve messaging, workflows, and internal processes.
• Contribute to refining and evolving breeder engagement playbooks over time.

Who You Are Relationship First but Commercially Aware

You build trust with sceptical or defensive stakeholders while still driving progress and outcomes.

Confident Communicator

You write clearly and persuasively across channels, including public responses and community engagement. You demonstrate quiet confidence rather than ego.

Emotionally Intelligent

You handle emotionally charged conversations calmly. You are empathetic but firm and able to de escalate conflict effectively.

Structured and Methodical

You are organised, disciplined, and comfortable following defined playbooks. You keep systems tidy and operate with consistency.

Digitally Fluent

You are comfortable learning new tools quickly and operating within CRM and marketing systems, without needing to be highly technical.

Comfortable in a Scale Up Environment

You are proactive, adaptable, and capable of operating with weekly oversight rather than constant direction.

Experience & Requirements

• 3+ years in Customer Success, Account Management, Inside Sales, or a relationship driven commercial role.
• Experience managing multiple small business accounts.
• Strong objection-handling capability.
• Familiarity with CRM systems (HubSpot preferred).
• Experience engaging with customers in online communities is beneficial.
• Marketplace experience is helpful but not required.

Compensation

• Competitive base salary (benchmark range £40,000-£50,000, dependent on experience)
• Performance based bonus aligned to activation, retention, and adoption outcomes
• Flexible working arrangements
• Travel expenses covered for breeder visits and events

What We Offer

• A pivotal role in a fast growing, mission driven company
• Direct impact on market penetration and breeder experience in the UK
• Close collaboration with senior leadership and meaningful ownership from day one
• The opportunity to help shape the future of trusted pet rehoming in the UK