Customer Success Manager

This is a hands-on, high-impact role focused on customer onboarding and management. Youʼll work directly with our client's retail customers - from senior leaders to in-store teams - to ensure a seamless rollout of the platform and set them up for long-term success.

Youʼll play a key role in the moments that matter most: from that first login to the first visual merchandising guide being rolled out in-store. Youʼll be supported by our global team and work closely to help their US customers thrive.

If you love working directly with customers, are excited by retail, and thrive in fastpaced environments, this role is for you.

Your mission

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 Lead onboarding and implementation for US customers

Coordinate and manage all aspects of onboarding from kickoff to go-live, ensuring a seamless rollout of the platform.

Serve as the primary point of contact during onboarding - creating clear project timelines and aligning internal and external stakeholders.

Support both head office and store teams during setup, offering hands-on assistance and timely guidance.

 Deliver high-impact training and enablement

Conduct engaging training sessions tailored to different user groups, from senior execs to frontline staff.

Develop and evolve customer training materials to make onboarding smooth and scalable.

Help users become confident and effective users — setting them up for long-term success.

 Proactively support customers post-launch

Maintain regular check-ins with customers post-onboarding to monitor progress, offer guidance, and resolve issues.

Act as the go-to resource for support and troubleshooting during the rollout phase and beyond.

Leverage platform insights to identify opportunities for deeper adoption and success.

 Build strong customer relationships

Foster trusted relationships with key customer stakeholders, becoming a valued partner in their day-to-day success.

Coordinate and attend customer events, store visits, or launch moments, acting as the face in the US.

 Collaborate cross-functionally to deliver value

Share customer feedback with Product and Engineering to improve the platform and prioritize features that matter most.

Partner with Sales to align on customer goals during handoff and assist with renewal or upsell opportunities

 Contribute to the broader Customer Success and US team

Help refine and optimise our onboarding and training experience as we scale.

Support the Head of Customer Success with special projects, strategic initiatives, or operational execution.

Represent the voice of our US customers within the broader team.

About you

Youʼre an engaging, strategic, and thoughtful human who knows how to speak the language of modern retail. You build trust quickly, bring clarity to complexity, and champion the brands you work with.

You thrive on building 11 relationships - with store teams, head office leaders, and everyone in between. Youʼre a clear communicator and confident presenter, able to adapt your tone, message, and style to suit your audience.

Youʼve worked in retail, SaaS or tech - and you get what it takes to roll out something new across a national store network. Youʼre commercially minded, motivated by growth, and always looking for ways to add value.

Youʼre comfortable wearing multiple hats - onboarding, support or events - and youʼre not afraid to get your hands dirty. But you also think big, spotting opportunities to drive engagement at scale and make things better.

Youʼve got great project management instincts - able to manage moving pieces, meet deadlines, and keep cross-functional teams aligned. And youʼre naturally curious, proactive, and always thinking about how we can do things better.

But most of all: Youʼre genuine, curious and smart. You care deeply, you move fast and as one of our first US hires, youʼre excited by the opportunity to shape not just how our customers succeed - but how they grow and operates in this market.