Technical Customer Success Manager

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.

We're excited if you have:

• 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.

Why you'll love it here:

• 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.

We look forward to meeting you!

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