Overview

Join to apply for the Senior Customer Success Manager role at Athos Commerce

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, and marketplace/social commerce performance.

We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.

What You’ll Do

Working on our product data feed management solution, we are seeking highly organised and technically savvy Senior Customer Success Managers who are driven to deliver results, demonstrate value, and drive customer retention. As a key member of the Customer Success team, you will be responsible for nurturing relationships with assigned accounts and ensuring customers realise the value of our solution as quickly as possible. Your role will involve identifying opportunities for value-added services to contribute to the company\'s revenue growth through renewals and revenue expansion.

On a day-to-day basis, you will create and execute detailed customer-focused strategic account plans using project management platforms. You will provide training, mentoring, and ongoing support to customers, enabling them to fully leverage our platform to drive feature adoption and increased profitability.

Join our team and become part of a dynamic, collaborative, and forward-thinking organisation that is revolutionising the e-commerce industry.

How You Will Succeed

• Establish strong relationships with customers: Proactively engage with customers to understand their goals, challenges, and expectations; serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries; regularly conduct business reviews to assess customer satisfaction, prove ROI, and identify opportunities for improvement.
• Drive customer success and retention: Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products; monitor customer metrics and KPIs to track usage, satisfaction, and retention rates; identify potential risks or issues and take proactive measures to mitigate them.
• Collaborate with internal teams: Work closely with sales, marketing, and product teams to align customer success efforts with company goals; provide customer feedback and insights to drive product enhancements; collaborate with implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.
• Deliver exceptional customer support: Act as an advocate for customers, ensuring their voices are heard and their needs are addressed; handle escalations with empathy and professionalism; provide training, resources, and best practices to maximize usage and adoption of our SaaS products.
• Analyse customer data and provide insights: Utilise data analytics and reporting tools to analyse usage patterns; identify upsell and cross-sell opportunities; prepare reports and presentations to showcase metrics and insights.

What We’re Looking For

• Min 1 year experience in a Senior CS Manager role, preferably within digital marketing.
• Proven experience in customer success or account management roles with a SaaS business.
• Strong understanding of SaaS products and business models.
• Excellent communication and relationship-building skills.
• Ability to analyse data, identify trends, and make data-driven decisions.
• Demonstrable problem-solving and resolution abilities.
• Strong organisational skills and ability to manage multiple customer accounts simultaneously.
• Technical proficiency and ability to quickly learn new software and technologies.
• Self-motivated, proactive, and results-oriented mindset.
• Ability to work effectively both independently and as part of a team.
• Ability to manage multiple accounts simultaneously and to cope under pressure.
• Experience creating testing and optimisation plans to target marketing KPIs, or similar CRO experience, is preferred.

Benefits And Company Perks

• Competitive salary and bonus scheme
• The chance to work with innovative and progressive technology.
• 25 days\' holiday per year, increasing by one day for each additional year of service, to a maximum of 28 days.
• Company pension scheme.
• Vitality Healthcare/Half Price Gym membership/Free Coffee and more….
• Cycle to work program.
• Flexible working between home and office.
• Fun work atmosphere.

Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don\'t hesitate to contact us.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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