If you're a Customer Success Manager who thrives on ownership and impact, this is your chance to help build something. You’ve delivered post onboarding success. You’ve fought churn. But now you want a bigger seat at the table - real impact, clear KPIs, and the freedom to shape what “great” looks like. About our Client you'll be joining as a Foundational CSM: • Our client is a a fast-scaling, product-led SaaS that helps ecommerce brands automate and scale their operations across marketplaces and DTC platforms. • The platform connects everything from order management, inventory, and shipping, to channel listings, automations, and reporting - with 1,300+ integrations including Amazon, eBay, Shopify, WooCommerce, Etsy, DHL, FedEx, and QuickBooks. • Already trusted by 15,000+ brands globally, with deep traction across Europe, now expanding fast into the UK and US. • Their typical customers are DTC and marketplace sellers doing £1M–£20M+ in GMV looking to simplify ops, centralise their tech stack, and accelerate growth. • Their vision is to become the default infrastructure layer for multi-channel ecommerce - the go-to tool for merchants to operate, automate, and scale on every major sales platform globally. • The UK is a strategic growth market, and this role is part of a high-priority investment into building the commercial and success team on the ground. • Our client is one of Europe's fastest growing scaleups, now expanding fast in the UK (Brighton HQ). You’ll be the first dedicated CSM hire in the region, working directly with sales, onboarding, and product to make sure our UK merchants succeed and grow. Ready to Co-Design the Customer Journey for a Product-Led SaaS? • This isn’t a reactive support role. This is proactive, high-impact customer success. • You’ll manage the post-onboarding lifecycle for UK merchants doing £1M–£10M in GMV - identifying risks early, driving product adoption, surfacing upsell opportunities, and turning customers into advocates. • Our product already solves major pain for sellers. Now we need you to ensure customers unlock that value and stick around long-term. Your Mission • Take full ownership of the customer journey after onboarding, from adoption to expansion • Build repeatable customer success motions and playbooks for UKI merchants • Monitor customer health using product usage data, support insights, and success metrics • Lead regular check-ins, product reviews, and commercial deep dives • Flag churn risks early, and work cross-functionally to solve them fast • Act as the voice of the customer, feeding insights into onboarding, sales, and product • Set the foundation for future CS hires as the UK team scales What Success Looks Like In the First 6 Months, You’ll: • Own a portfolio of 30-50 high touch customers and deliver measurable adoption gains • Identify patterns in churn and define scalable risk mitigation workflows • Roll out proactive touchpoints for high-value accounts • Start contributing to expansion and upsell revenue via product-led growth By the End of Year 1, You’ll Have: • Helped build a CS motion that’s scalable, proactive, and clearly tied to retention • Influenced the roadmap with insights from hundreds of merchant conversations • Contributed to a drop in churn and increase in net revenue retention • Laid the groundwork for CS hiring, segmentation, and automation What We’re Looking For Must-Have Experience: • 1+ years in Customer Success, Account Management, or client-facing SaaS roles • Comfortable working across SMB and mid-market ecommerce clients • Able to interpret data, spot risks early, and take action fast • Experience managing multiple accounts at scale with strong operational rigor • Track record of working cross-functionally with product, support, and sales Nice-to-Have Experience: • Familiarity with ecommerce platforms, marketplace tools, or logistics SaaS • Background in account expansion or success-qualified leads • Proficient with HubSpot, Hotjar or other customer success tools Key Details Location: Brighton, UK (2 days/week in-office) Base Salary: £30K-£40K + Bonus (if you're after slightly higher, still apply and let's speak) Team: Reports to the Product Director Ready to Help Co-Build the UK Success Function at a Category-Leading Ecommerce SaaS? Apply now and complete your Video Introduction through Meritt. You’ll also receive your Meritt Personality Profile, giving you insights into your strengths and reusable across future Meritt applications.