Senior Customer Success Manager - eCommerce / Fashion Tech Start-up

Senior Customer Success Manager / Customer Success Manager eCommerce Tech | High-Growth Scale-Up London (Hybrid – 2 days/week) To £75k + Bonus + Equity The Opportunity We’re partnering with a high-growth, founder-led eCommerce technology business redefining how premium and luxury brands engage customers online. This is a high-impact, commercially-led Customer Success role , working closely with leadership to shape how Customer Success evolves as the company scales. You’ll own a portfolio of high-value brand partners , driving performance, retention, and growth through a blend of relationship management, commercial thinking, and data-led insight .

What This Role Really Is (and isn’t) This is not a high-volume CSM role . Small portfolio of high-value accounts (£100k–£600k+) Depth of relationship , not surface-level account management Acting as a trusted advisor to senior stakeholders Driving commercial outcomes , not just service delivery What You’ll Be Doing Owning relationships end-to-end (onboarding → growth → retention) Leading strategic conversations and QBRs with senior stakeholders Identifying and unlocking revenue opportunities Turning data into clear, commercially actionable insight Influencing product and business decisions through client feedback What They’re Looking For Experience managing a small number of high-value accounts (not 50+) Strong track record of owning relationships and driving growth Confident communicator—able to lead, challenge, and influence Commercially minded and comfortable with data and performance metrics Clear career progression and increasing responsibility Experience in a startup, scale-up, or fast-paced environment Backgrounds That Fit Well eCommerce / Shopify agencies eCommerce SaaS / retail tech platforms Strategic account management within digital or performance agencies What Won’t Work High-volume account management backgrounds Junior profiles managing small-value clients Highly corporate, process-driven environments Why Join Work directly with leadership in a scaling business High ownership and real commercial impact Opportunity to shape the Customer Success function Clear pathway to Head of Customer Success Equity upside in a business with strong momentum In Short A role for someone who thrives on depth, ownership, and commercial impact - not volume or process.