What You'll Do Versori, Avalara's AI-agentic integration platform, is building its Customer Success function from the ground up - and this is your opportunity to be part of it from day one. As a founding member of the Versori Customer Success team, you won't just be stepping into an established playbook; you'll be helping to write it. This is a rare chance to shape how we engage, retain, and grow customers at a pivotal moment in Versori's journey, with the autonomy to build and establish the processes, frameworks, and team culture that will scale with the business. As a Customer Success Manager, you will own a portfolio of Versori customers - from SaaS platforms building native integration catalogues to mid-market and enterprise businesses solving complex integration challenges - ensuring they realize measurable value from the Versori platform while driving retention and identifying opportunities for expansion. This is a hands on, outcomes driven role where success is defined by your ability to proactively engage customers at scale, manage integration risk effectively, and deliver consistent value across your business. You will work closely with Account Managers and cross functional teams to protect and grow revenue, while building strong customer relationships that drive long term loyalty and platform adoption. As the team grows, you will have the opportunity to influence hiring, onboarding, and the operating model that defines Versori's customer success practice. What Your Responsibilities Will Be Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention, workflow adoption, and growth Support high levels of customer retention by identifying integration risks early, managing at risk accounts with clear action plans, and executing "get well" strategies to prevent churn Ensure new customers are successfully onboarded through timely welcome engagements, guiding them from contract signature to their first live workflow, setting a strong foundation for long term platform adoption, working closely with our Implementation Team for project milestones Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realization - including workflows deployed, execution volumes, tenants onboarded - and long term partnership growth Act as a point of escalation for customer issues, responding promptly and coordinating with Versori's delivery, engineering, and leadership teams Maintain accurate and up to date customer records in Salesforce, including health scores, integration risks, and action plans, ensuring strong operational discipline across your accounts Act as the voice of the customer internally, partnering with Versori's Product, Marketing, and Delivery teams to surface integration feedback and shape the product roadmap Build strong stakeholder relationships within customer accounts - particularly with Heads of Engineering, IT leaders, and technical champions - to drive long term advocacy and platform stickiness What You'll Need to be Successful Indepth experience as a Customer Success Manager at Mid Market or Strategic level, ideally within a technical SaaS or integration platform Ability to analyse complex and sometimes conflicting information to identify practical solutions in a fast moving, technical environment Strong communication skills across multiple formats (verbal, written, video, in person), with the ability to translate technical integration concepts into clear business value for both engineering and executive audiences Ability to tailor messaging to different stakeholders - from Heads of Engineering and IT Directors to C suite sponsors Experience managing a high volume book of business with discipline and rigor Proven ability to prioritize and deliver results in a fast paced environment Passion for customer success, particularly within technical SaaS, integration, or developer tooling Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.) and how integration complexity impacts go live timelines and customer outcomes Experience using Salesforce Familiarity with integration concepts (APIs, OAuth, webhooks, middleware, iPaaS) is a strong plus Avalara is an AI first Company AI is embedded in our workflows, decision making, and products. Success here requires embracing AI as an essential capability. You'll bring experience using AI and AI related technologies, ready to thrive here. You'll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. How We'll Take Care of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About Avalara We're defining the relationship between tax and tech. We've already built an industry leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we're not slowing down until we've achieved our mission - to be part of every transaction in the world. We're bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. We've been different from day one. Join us, and your career will be too. We're An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company - we don't want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
Aug 25, 2026
Full time
What You'll Do Versori, Avalara's AI-agentic integration platform, is building its Customer Success function from the ground up - and this is your opportunity to be part of it from day one. As a founding member of the Versori Customer Success team, you won't just be stepping into an established playbook; you'll be helping to write it. This is a rare chance to shape how we engage, retain, and grow customers at a pivotal moment in Versori's journey, with the autonomy to build and establish the processes, frameworks, and team culture that will scale with the business. As a Customer Success Manager, you will own a portfolio of Versori customers - from SaaS platforms building native integration catalogues to mid-market and enterprise businesses solving complex integration challenges - ensuring they realize measurable value from the Versori platform while driving retention and identifying opportunities for expansion. This is a hands on, outcomes driven role where success is defined by your ability to proactively engage customers at scale, manage integration risk effectively, and deliver consistent value across your business. You will work closely with Account Managers and cross functional teams to protect and grow revenue, while building strong customer relationships that drive long term loyalty and platform adoption. As the team grows, you will have the opportunity to influence hiring, onboarding, and the operating model that defines Versori's customer success practice. What Your Responsibilities Will Be Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention, workflow adoption, and growth Support high levels of customer retention by identifying integration risks early, managing at risk accounts with clear action plans, and executing "get well" strategies to prevent churn Ensure new customers are successfully onboarded through timely welcome engagements, guiding them from contract signature to their first live workflow, setting a strong foundation for long term platform adoption, working closely with our Implementation Team for project milestones Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realization - including workflows deployed, execution volumes, tenants onboarded - and long term partnership growth Act as a point of escalation for customer issues, responding promptly and coordinating with Versori's delivery, engineering, and leadership teams Maintain accurate and up to date customer records in Salesforce, including health scores, integration risks, and action plans, ensuring strong operational discipline across your accounts Act as the voice of the customer internally, partnering with Versori's Product, Marketing, and Delivery teams to surface integration feedback and shape the product roadmap Build strong stakeholder relationships within customer accounts - particularly with Heads of Engineering, IT leaders, and technical champions - to drive long term advocacy and platform stickiness What You'll Need to be Successful Indepth experience as a Customer Success Manager at Mid Market or Strategic level, ideally within a technical SaaS or integration platform Ability to analyse complex and sometimes conflicting information to identify practical solutions in a fast moving, technical environment Strong communication skills across multiple formats (verbal, written, video, in person), with the ability to translate technical integration concepts into clear business value for both engineering and executive audiences Ability to tailor messaging to different stakeholders - from Heads of Engineering and IT Directors to C suite sponsors Experience managing a high volume book of business with discipline and rigor Proven ability to prioritize and deliver results in a fast paced environment Passion for customer success, particularly within technical SaaS, integration, or developer tooling Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.) and how integration complexity impacts go live timelines and customer outcomes Experience using Salesforce Familiarity with integration concepts (APIs, OAuth, webhooks, middleware, iPaaS) is a strong plus Avalara is an AI first Company AI is embedded in our workflows, decision making, and products. Success here requires embracing AI as an essential capability. You'll bring experience using AI and AI related technologies, ready to thrive here. You'll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. How We'll Take Care of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About Avalara We're defining the relationship between tax and tech. We've already built an industry leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we're not slowing down until we've achieved our mission - to be part of every transaction in the world. We're bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. We've been different from day one. Join us, and your career will be too. We're An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company - we don't want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies. We're on a mission to make businesses more human, and humans more impactful. We operate by our values - be intentional, pursue excellence every day, embrace the journey together, and be a good human - every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It's been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500 for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave : Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles. We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together! Manager, Customer Success As our EMEA Customer Success organization continues to grow, we're looking for an experienced, people-first leader to help scale a high-performing team and drive exceptional customer outcomes. As Manager, Customer Success, you'll lead a team of Customer Success Professionals responsible for helping enterprise customers maximize the value of the CreatorIQ platform. You'll empower your team through coaching, mentorship, and strategic leadership while ensuring exceptional customer experiences, strong retention outcomes, and operational excellence. You'll partner closely with Sales, Product, Professional Services, and Support teams to drive customer success at scale, champion AI-powered efficiencies, and foster a culture of accountability, collaboration, and continuous improvement. Location: London, UK (Hybrid, 3 days per week in office) Travel: Approximately 20% travel across EMEA customer locations. In this role, you'll get to: Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture. Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations. Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform. Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle. Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes. Who you are and what you'll need for this position 5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience. Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance. Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations. Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset. Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams. Proficiency with CRM platforms (Salesforce preferred) and strong operational skills related to forecasting, pipeline management, and risk mitigation. Excellent communication, presentation, and stakeholder management skills. Experience within the influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries is strongly preferred. Comfortable leveraging AI tools to drive productivity, generate customer insights, and improve team effectiveness. What you will get from us: People: work with talented, collaborative, and friendly people who love what they do. Guidance: utilize our learning platform to fully get the training and tools you'll need to become successful here from your first day with us. Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave. Stock options as part of our equity-sharing program. Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more. Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year. Who we are: CreatorIQ is the operating system for creator-led growth. Trusted by more than 1,300 global brands and agencies-including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora-CreatorIQ unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise-grade ecosystem. With industry-leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, CreatorIQ empowers brands and agencies to harness the creator economy as a strategic growth engine. CreatorIQ is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at and follow us on LinkedIn and Instagram. At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, being a good human, and staying focused on what's important, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry. Compensation, Benefits and Beyond: We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks. AI Transparency Notice We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice. Compensation: £80K - £105K Offers Equity Offers Bonus £80K - £105K Offers Equity Offers Bonus
Aug 24, 2026
Full time
CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies. We're on a mission to make businesses more human, and humans more impactful. We operate by our values - be intentional, pursue excellence every day, embrace the journey together, and be a good human - every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It's been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500 for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave : Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles. We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together! Manager, Customer Success As our EMEA Customer Success organization continues to grow, we're looking for an experienced, people-first leader to help scale a high-performing team and drive exceptional customer outcomes. As Manager, Customer Success, you'll lead a team of Customer Success Professionals responsible for helping enterprise customers maximize the value of the CreatorIQ platform. You'll empower your team through coaching, mentorship, and strategic leadership while ensuring exceptional customer experiences, strong retention outcomes, and operational excellence. You'll partner closely with Sales, Product, Professional Services, and Support teams to drive customer success at scale, champion AI-powered efficiencies, and foster a culture of accountability, collaboration, and continuous improvement. Location: London, UK (Hybrid, 3 days per week in office) Travel: Approximately 20% travel across EMEA customer locations. In this role, you'll get to: Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture. Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations. Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform. Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle. Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes. Who you are and what you'll need for this position 5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience. Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance. Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations. Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset. Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams. Proficiency with CRM platforms (Salesforce preferred) and strong operational skills related to forecasting, pipeline management, and risk mitigation. Excellent communication, presentation, and stakeholder management skills. Experience within the influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries is strongly preferred. Comfortable leveraging AI tools to drive productivity, generate customer insights, and improve team effectiveness. What you will get from us: People: work with talented, collaborative, and friendly people who love what they do. Guidance: utilize our learning platform to fully get the training and tools you'll need to become successful here from your first day with us. Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave. Stock options as part of our equity-sharing program. Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more. Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year. Who we are: CreatorIQ is the operating system for creator-led growth. Trusted by more than 1,300 global brands and agencies-including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora-CreatorIQ unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise-grade ecosystem. With industry-leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, CreatorIQ empowers brands and agencies to harness the creator economy as a strategic growth engine. CreatorIQ is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at and follow us on LinkedIn and Instagram. At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, being a good human, and staying focused on what's important, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry. Compensation, Benefits and Beyond: We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks. AI Transparency Notice We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice. Compensation: £80K - £105K Offers Equity Offers Bonus £80K - £105K Offers Equity Offers Bonus
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. Role: Customer Success Lead The Customer Success Lead is responsible for managing and growing a portfolio of Tier 1 strategic accounts, building executive-level customer relationships and ensuring customers achieve measurable business outcomes. The role owns retention, renewal, expansion, Annual Contract Value (ACV), and Revenue Recognition performance across their account portfolio. Working closely with Customer Success Managers who support operational delivery, the Customer Success Lead acts as the senior customer advocate, driving strategic account planning, commercial success, and long-term partnership growth while ensuring delivery excellence and customer satisfaction. Key Responsibilities Strategic Account Ownership Own and lead a portfolio of Tier 1 strategic customer accounts from onboarding through renewal and expansion. Develop trusted relationships with executive stakeholders and key decision-makers. Create and execute strategic account plans aligned to customer business objectives and growth ambitions. Act as the senior point of contact for customer success, commercial discussions, and escalation management. Customer Success & Growth Develop a deep understanding of each customer's business, priorities, and success measures. Drive customer adoption, value realisation, and achievement of agreed business outcomes. Lead retention and renewal strategies to maximise Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Identify, develop, and close expansion opportunities to increase account value and long term partnership growth. Executive Engagement Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), providing strategic insights, performance updates, and future growth recommendations. Influence customer strategy through data-driven recommendations and thought leadership. Build strong executive sponsorship within customer organisations. Commercial Ownership Own ACV, Revenue Recognition, renewal, and expansion targets across assigned accounts. Lead commercial negotiations and renewal discussions in partnership with Sales where required. Proactively identify commercial risks and take corrective action to protect revenue and customer retention. Performance Management & Forecasting Monitor customer health, service performance, commercial outcomes, and delivery against agreed KPIs. Maintain accurate forecasting, pipeline management, and CRM data. Provide clear reporting on account performance, risks, opportunities, and revenue projections. Drive accountability for customer success metrics across the portfolio. Governance & Risk Management Lead account governance, delivery oversight, and risk management activities. Proactively identify operational, commercial, and delivery risks and coordinate mitigation plans. Manage complex customer escalations, ensuring timely resolution and maintaining customer confidence. Leadership & Collaboration Coach, mentor, and support Customer Success Managers, sharing best practice and developing team capability. Foster a high performance customer centric culture across the Customer Success function. Work cross functionally with Sales, Delivery, Product, Finance, Operations, and Technical teams to ensure successful customer outcomes and seamless execution of strategic initiatives. Skills & Experience Proven experience in Customer Success, Strategic Account Management, Client Services, or Account Management within Ecommerce, SaaS, Technology, Digital Services, or similar environments. Demonstrated success managing enterprise or strategic customer relationships and delivering retention and growth targets. Strong commercial acumen with experience owning renewals, expansion revenue, ACV growth, and revenue forecasts. Excellent executive stakeholder management skills with the ability to influence senior customer audiences. Experience leading Executive Business Reviews and strategic planning discussions. Strong analytical skills with experience using CRM platforms, forecasting tools, and performance reporting. Proven ability to manage customer escalations and navigate complex business challenges. Experience coaching, mentoring, or leading Customer Success professionals. Proficient in PowerPoint, Excel, CRM systems, and customer success technologies. THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further. As part of our onboarding process, successful candidates will be required to complete pre employment checks, including Right to Work and reference checks. Depending on the nature and seniority of the role, additional checks may also be required. If applicable, our Talent Team will confirm which of the following checks are necessary. Please tick the boxes below to confirm your consent for THG to conduct the relevant checks where applicable. I consent to a criminal background check. I consent to a UK credit check. I consent to an adverse financial check.
Aug 12, 2026
Full time
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. Role: Customer Success Lead The Customer Success Lead is responsible for managing and growing a portfolio of Tier 1 strategic accounts, building executive-level customer relationships and ensuring customers achieve measurable business outcomes. The role owns retention, renewal, expansion, Annual Contract Value (ACV), and Revenue Recognition performance across their account portfolio. Working closely with Customer Success Managers who support operational delivery, the Customer Success Lead acts as the senior customer advocate, driving strategic account planning, commercial success, and long-term partnership growth while ensuring delivery excellence and customer satisfaction. Key Responsibilities Strategic Account Ownership Own and lead a portfolio of Tier 1 strategic customer accounts from onboarding through renewal and expansion. Develop trusted relationships with executive stakeholders and key decision-makers. Create and execute strategic account plans aligned to customer business objectives and growth ambitions. Act as the senior point of contact for customer success, commercial discussions, and escalation management. Customer Success & Growth Develop a deep understanding of each customer's business, priorities, and success measures. Drive customer adoption, value realisation, and achievement of agreed business outcomes. Lead retention and renewal strategies to maximise Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Identify, develop, and close expansion opportunities to increase account value and long term partnership growth. Executive Engagement Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), providing strategic insights, performance updates, and future growth recommendations. Influence customer strategy through data-driven recommendations and thought leadership. Build strong executive sponsorship within customer organisations. Commercial Ownership Own ACV, Revenue Recognition, renewal, and expansion targets across assigned accounts. Lead commercial negotiations and renewal discussions in partnership with Sales where required. Proactively identify commercial risks and take corrective action to protect revenue and customer retention. Performance Management & Forecasting Monitor customer health, service performance, commercial outcomes, and delivery against agreed KPIs. Maintain accurate forecasting, pipeline management, and CRM data. Provide clear reporting on account performance, risks, opportunities, and revenue projections. Drive accountability for customer success metrics across the portfolio. Governance & Risk Management Lead account governance, delivery oversight, and risk management activities. Proactively identify operational, commercial, and delivery risks and coordinate mitigation plans. Manage complex customer escalations, ensuring timely resolution and maintaining customer confidence. Leadership & Collaboration Coach, mentor, and support Customer Success Managers, sharing best practice and developing team capability. Foster a high performance customer centric culture across the Customer Success function. Work cross functionally with Sales, Delivery, Product, Finance, Operations, and Technical teams to ensure successful customer outcomes and seamless execution of strategic initiatives. Skills & Experience Proven experience in Customer Success, Strategic Account Management, Client Services, or Account Management within Ecommerce, SaaS, Technology, Digital Services, or similar environments. Demonstrated success managing enterprise or strategic customer relationships and delivering retention and growth targets. Strong commercial acumen with experience owning renewals, expansion revenue, ACV growth, and revenue forecasts. Excellent executive stakeholder management skills with the ability to influence senior customer audiences. Experience leading Executive Business Reviews and strategic planning discussions. Strong analytical skills with experience using CRM platforms, forecasting tools, and performance reporting. Proven ability to manage customer escalations and navigate complex business challenges. Experience coaching, mentoring, or leading Customer Success professionals. Proficient in PowerPoint, Excel, CRM systems, and customer success technologies. THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further. As part of our onboarding process, successful candidates will be required to complete pre employment checks, including Right to Work and reference checks. Depending on the nature and seniority of the role, additional checks may also be required. If applicable, our Talent Team will confirm which of the following checks are necessary. Please tick the boxes below to confirm your consent for THG to conduct the relevant checks where applicable. I consent to a criminal background check. I consent to a UK credit check. I consent to an adverse financial check.
At the company, we value the unique backgrounds, experiences and perspectives each the company (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at the company? Visit the to see how we empower creators to own their own destiny. About the Role The Director, Professional Services, EMEA leads our Professional Services business in the region. You own the performance and development of our EMEA Implementation Consultants, Solution Architects, and Deliverability Strategists - delivering enterprise-level services and the kind of impact, customer experience, and sustained growth that defines a strategic partner. You partner with each global function leader to uphold global fidelity across AMER, EMEA, and APAC while bringing the regional judgment that makes services land for EMEA customers. You are equally a GTM leader and the Professional Services voice in EMEA's commercial conversations - partnering with Sales to drive services attach and with Customer Success to drive customer growth across the lifecycle through PSSP, Expert Services, and post-implementation engagements. You are credible on services value, fluent in solution selling, and accountable for the region's services pipeline, attach, and renewal performance. You report to the Global Director of Professional Services and operate as a peer to the global function leaders for Implementation Consulting, Solution Architecture, and Deliverability Strategy - together scaling Professional Services as a disciplined, growth-enabling business. You are a Professional Services business owner, not a project leader: credible with customers, sharp on services economics, and accountable for the outcomes that compound - delivery excellence, attach growth, referenceable customers, and a team that scales without losing the bar. How You'll Make a Difference Lead and develop the existing EMEA Professional Services team - Implementation Consultants, Solution Architects, and Deliverability Strategists - setting the regional performance standard and development culture; partner with each global function leader on future hires to uphold role craft, delivery standards, and the bar that lifts the team. Set the standard for the enterprise customer experience in EMEA - building the engagement models and advisory motions that produce deep, measurable impact and turn initial implementations into durable partnerships customers expand on, advocate for, and return to. The bar is not delivery to spec; it is moving the customer's business forward and earning the right to do it again. Own the EMEA region's performance across services delivery, sales growth, and customer advocacy - driving productive utilization, on-time completion, budget adherence, services attach, bookings, pipeline, and referenceable outcomes through disciplined operating habits and rigorous documentation that codifies regional patterns into the global practice. Build the GTM partnership with EMEA Sales and Customer Success that makes Professional Services a regional growth engine - through joint pipeline reviews, account team enablement, and shared accountability for attach, bookings, and lifecycle expansion. Serve as the senior escalation point for the most complex regional engagements and customer relationships - with the credibility and commercial fluency to resolve them at the right level, including with C-level customer stakeholders and EMEA executive leadership. Lead a distributed team across our London and Dublin offices with consistency, equity, and cohesion; coordinate with AMER and APAC counterparts on capacity sharing and follow-the-sun delivery; and partner with the London-based Senior Manager, Onboarding - a Global Services peer outside Professional Services - for a cohesive in-region presence and seamless customer journey handoffs. Contribute to the global Professional Services leadership team alongside the Global Director and global function leaders - informing strategy, services portfolio evolution, and operating model decisions with the regional perspective and data only you can provide. Champion customer advocacy in EMEA through referenceable outcomes and a regional success story pipeline; turn engagement patterns into evidence based input that influences product, positioning, and enablement across R&D, GTM, and Marketing. Model and drive AI forward ways of working - setting the expectation for how the EMEA team uses AI to deliver better, scope sharper, and continuously raise the bar on what's possible across services delivery and services sales. Who You Are 8+ years of SaaS Professional Services, technical client services, or enterprise consulting - including 5+ years leading managers and senior ICs in matrixed environments, developing leaders, and scaling distributed teams across geographies. Proven as a regional or business unit Professional Services leader - fluent in services operations data (utilization, on time completion, budget adherence, attach, bookings, pipeline, referenceability) and using it as strategic levers across delivery, sales growth, and advocacy. A demonstrated GTM partner with strong commercial instincts - productive partnerships with Sales and Customer Success leadership, fluent in services economics, SOW strategy, recurring services pricing, and executive commercial conversations. Deep knowledge of marketing technology - Email, SMS, CDP, eCommerce, B2C CRM - and how enterprise customers operationalize these platforms; able to evaluate the work of Solution Architects and Deliverability Strategists with credibility. Executive presence and exceptional communication across customer C level, internal executive partners, and your own team; a builder of operating rhythms, hiring standards, and development structures that outlast any individual. Already working AI first - bringing this mindset to your team and the evolution of the function. London based, experienced leading a distributed EMEA team and translating regional nuance into how it shows up for customers. Professional English required; French, German, Italian, or Spanish a strong plus. Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant's job related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company's annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Base Pay Range in Local Currency: £124,000 - £186,000 GBP This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance. Get to Know the company We're the company (pronounced clay vee oh). We empower creators to own their destiny by making first party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us. AI fluency at the company includes responsible use of AI (including privacy, security, bias awareness, and human in the loop). We provide accommodations as needed. By participating in the company's interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the the company interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice. the company is committed to a policy of equal opportunity and non discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
Jul 30, 2026
Full time
At the company, we value the unique backgrounds, experiences and perspectives each the company (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at the company? Visit the to see how we empower creators to own their own destiny. About the Role The Director, Professional Services, EMEA leads our Professional Services business in the region. You own the performance and development of our EMEA Implementation Consultants, Solution Architects, and Deliverability Strategists - delivering enterprise-level services and the kind of impact, customer experience, and sustained growth that defines a strategic partner. You partner with each global function leader to uphold global fidelity across AMER, EMEA, and APAC while bringing the regional judgment that makes services land for EMEA customers. You are equally a GTM leader and the Professional Services voice in EMEA's commercial conversations - partnering with Sales to drive services attach and with Customer Success to drive customer growth across the lifecycle through PSSP, Expert Services, and post-implementation engagements. You are credible on services value, fluent in solution selling, and accountable for the region's services pipeline, attach, and renewal performance. You report to the Global Director of Professional Services and operate as a peer to the global function leaders for Implementation Consulting, Solution Architecture, and Deliverability Strategy - together scaling Professional Services as a disciplined, growth-enabling business. You are a Professional Services business owner, not a project leader: credible with customers, sharp on services economics, and accountable for the outcomes that compound - delivery excellence, attach growth, referenceable customers, and a team that scales without losing the bar. How You'll Make a Difference Lead and develop the existing EMEA Professional Services team - Implementation Consultants, Solution Architects, and Deliverability Strategists - setting the regional performance standard and development culture; partner with each global function leader on future hires to uphold role craft, delivery standards, and the bar that lifts the team. Set the standard for the enterprise customer experience in EMEA - building the engagement models and advisory motions that produce deep, measurable impact and turn initial implementations into durable partnerships customers expand on, advocate for, and return to. The bar is not delivery to spec; it is moving the customer's business forward and earning the right to do it again. Own the EMEA region's performance across services delivery, sales growth, and customer advocacy - driving productive utilization, on-time completion, budget adherence, services attach, bookings, pipeline, and referenceable outcomes through disciplined operating habits and rigorous documentation that codifies regional patterns into the global practice. Build the GTM partnership with EMEA Sales and Customer Success that makes Professional Services a regional growth engine - through joint pipeline reviews, account team enablement, and shared accountability for attach, bookings, and lifecycle expansion. Serve as the senior escalation point for the most complex regional engagements and customer relationships - with the credibility and commercial fluency to resolve them at the right level, including with C-level customer stakeholders and EMEA executive leadership. Lead a distributed team across our London and Dublin offices with consistency, equity, and cohesion; coordinate with AMER and APAC counterparts on capacity sharing and follow-the-sun delivery; and partner with the London-based Senior Manager, Onboarding - a Global Services peer outside Professional Services - for a cohesive in-region presence and seamless customer journey handoffs. Contribute to the global Professional Services leadership team alongside the Global Director and global function leaders - informing strategy, services portfolio evolution, and operating model decisions with the regional perspective and data only you can provide. Champion customer advocacy in EMEA through referenceable outcomes and a regional success story pipeline; turn engagement patterns into evidence based input that influences product, positioning, and enablement across R&D, GTM, and Marketing. Model and drive AI forward ways of working - setting the expectation for how the EMEA team uses AI to deliver better, scope sharper, and continuously raise the bar on what's possible across services delivery and services sales. Who You Are 8+ years of SaaS Professional Services, technical client services, or enterprise consulting - including 5+ years leading managers and senior ICs in matrixed environments, developing leaders, and scaling distributed teams across geographies. Proven as a regional or business unit Professional Services leader - fluent in services operations data (utilization, on time completion, budget adherence, attach, bookings, pipeline, referenceability) and using it as strategic levers across delivery, sales growth, and advocacy. A demonstrated GTM partner with strong commercial instincts - productive partnerships with Sales and Customer Success leadership, fluent in services economics, SOW strategy, recurring services pricing, and executive commercial conversations. Deep knowledge of marketing technology - Email, SMS, CDP, eCommerce, B2C CRM - and how enterprise customers operationalize these platforms; able to evaluate the work of Solution Architects and Deliverability Strategists with credibility. Executive presence and exceptional communication across customer C level, internal executive partners, and your own team; a builder of operating rhythms, hiring standards, and development structures that outlast any individual. Already working AI first - bringing this mindset to your team and the evolution of the function. London based, experienced leading a distributed EMEA team and translating regional nuance into how it shows up for customers. Professional English required; French, German, Italian, or Spanish a strong plus. Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant's job related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company's annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Base Pay Range in Local Currency: £124,000 - £186,000 GBP This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance. Get to Know the company We're the company (pronounced clay vee oh). We empower creators to own their destiny by making first party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us. AI fluency at the company includes responsible use of AI (including privacy, security, bias awareness, and human in the loop). We provide accommodations as needed. By participating in the company's interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the the company interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice. the company is committed to a policy of equal opportunity and non discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.