Customer Success Manager - UK
Role Summary
The Customer Success Manager (CSM) at MarketMan owns a portfolio of restaurant and hospitality customers, ensuring they achieve measurable success with the MarketMan platform. Acting as the customer's primary point of contact after onboarding, the CSM drives product adoption, builds strong relationships, owns contract renewals, and protects retention by identifying and addressing risk early. You will help operators realize tangible value, from food cost control to streamlined back-of-house operations, while surfacing expansion opportunities and championing the customer's voice internally.
You will report to the Manager of Customer Success and work closely with Onboarding, Support, Sales, Expansion, and Product to deliver a consistent, high-quality customer experience across your portfolio.
What you will do
- Onboarding Handoff: Partner with the Onboarding team to take over accounts post-implementation, ensuring a smooth transition, continuity of context, and sustained momentum from setup into everyday adoption.
- Customer Engagement: Build and maintain strong, trust-based relationships across your portfolio, understanding each operator's goals, challenges, and ways of working.
- Driving Adoption: Encourage and facilitate adoption of MarketMan features and workflows, ensuring customers leverage the full capability of the platform, not just the basics.
- Retention & Risk Management: Monitor health scores and engagement signals, act early on churn risk, and execute save and success plans that protect renewals across your book of business.
- Contract Renewals: Own the renewal process for your portfolio end to end: maintain an accurate renewal forecast, engage customers well ahead of their renewal date, negotiate terms within agreed guardrails, and complete the associated administration to secure on-time renewals.
- Spotting Expansion Signals: Identify signals that a customer is ready to expand their use of MarketMan (additional sites, modules, or integrations) and flag qualified opportunities to the Expansion team, supporting them with account context as needed.
- Value Realization & Articulation: Help customers connect platform usage to business outcomes such as food cost reduction, waste control, and operational efficiency, and communicate that value clearly in reviews and check-ins.
- Feedback Collection & Product Advocacy: Gather and analyze customer feedback, advocate for customer needs internally, and ensure the customer's voice informs product and process improvements.
- Reporting: Track and report on customer success metrics for your portfolio, including retention, health, engagement, and adoption, contributing to team-level NRR and churn goals.
- Additional Tasks: Complete projects or additional tasks that support the Customer Success organization as directed by leadership.
What you will bring
- Experience: 1–3 years as a Customer Success Manager in a SaaS environment, with hands-on experience owning a customer portfolio, including renewals and retention.
- Communication Skills: Excellent verbal and written communication, with the ability to manage expectations and hold structured, outcome-focused conversations with operators and stakeholders.
- Problem-Solving: A proactive, analytical approach to identifying and resolving customer issues before they escalate.
- Technical Aptitude: Ability to quickly learn new software and confidently guide customers through product workflows and integrations.
- Empathy: A customer-centric mindset with a genuine desire to help hospitality operators succeed.
- Team Player: Ability to work collaboratively with cross-functional teams including Sales, Support, Onboarding, and Product.
- Tools: Familiarity with CRM and Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight).
- Languages: Fluent English (mandatory) plus professional fluency in at least one additional European language (e.g., Spanish, French, German, or Italian).
- Bonus: Experience