Senior Customer Success Manager

1 hour, 40 minutes ago
Contract
Senior
Customer and Technical Support

Pion

Pion is a marketing/advertising and verification company focused on helping brands attract, engage, verify, and convert Gen Z and other closed consumer groups. It describes itself as a growth partner and verification expert built on 20 years of youth marketing experience, originally starting with Student Beans in 2005, and says the broader Pion brand was born in January 2024.

Marketing and advertising
201-500
Founded 2005

Description

  • Lead and develop a small Customer Success and Support team through regular 1:1s, performance reviews, and coaching.
  • Manage a portfolio of around 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m.
  • Drive retention, account growth, and long-term client success across the assigned portfolio.
  • Own client performance reporting and optimisation strategies to improve campaign outcomes.
  • Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis, and client reporting.
  • Build strong client relationships through regular MBRs and QBRs, in-person meetings, and occasional travel.
  • Partner closely with Account Managers to deliver a seamless client experience.
  • Proactively monitor delivery, identify opportunities for improvement, and ensure campaigns achieve strong results.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or Affiliate Marketing.
  • Proven track record of managing and growing Enterprise and Mid-Market client relationships.
  • Previous line management experience with the ability to coach, develop, and motivate team members.
  • Strong analytical and reporting skills with experience in campaign performance reporting, client insights, and optimisation recommendations.
  • Confidence leading QBRs and MBRs, with excellent communication and presentation skills.
  • Experience communicating effectively in person, over video calls, and in writing.
  • Highly organised and adaptable, with strong time management skills.
  • Ability to manage multiple priorities and deadlines in a fast-paced environment.

Benefits

  • Competitive salary.
  • 30 days annual leave plus bank holidays.
  • Remote-first working environment with up to 180 days working from abroad, subject to approval.
  • Flexible working hours, with start times between 8-10am and finish times between 4:30-6:30pm.
  • Monthly wellness allowance, gym memberships, access to mental health first aiders, and a health cash plan.
  • Commitment to personal development and career growth, including coaching workshops and progression plans.
  • Access to partnership discounts with major brands such as Google, Apple, GymShark, Domino's, and Uber.
  • £200 work-from-home set-up allowance.

Interested in this position?

Apply directly on the company website

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