Customer Success Manager

London, England, United Kingdom

6/18/2025

Job Description

The Customer Success Manager (CSM) is accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure ongoing retention, driving product engagement, to deliver and ROI and world class service. In addition, you are responsible for raising the company’s profile/reputation and support in building customer advocacy through PR opportunities, case studies, testimonials and referrals, supporting in a pre-sales capacity when required.

Pro-actively develop strong relationships between Feefo and the client including identifying key stakeholders and client motivation/buying reasons for using Feefo, advising on product integration, data structure, use of reporting, sharing industry knowledge and best practice product usage; ensuring clients understand what we do, new features, understanding issues preventing a client from getting the most out of our platform and products. 

Job Requirements

EXPERIENCE PREFERRED

• 2 years experience in a SaaS/ecommerce/MarTech market
• Previous  experience working within a Customer Success/Account Management position
• Proven ability to manage clients, creating loyalty, trust and ROI for the business
• Strong B2B or B2B2C experience

Job Responsibilities

Responsibilities:

 

• Responding to all client queries within one working day, utilise 1st and 2nd line support and other teams to maximise service and engagement with clients, always keeping close communication with clients and managing expectations. 

• This will include understanding and mapping the client’s needs, challenges and objectives, building relationships with key contacts up to C-Level across each department. Ensuring clients are getting the most out of Feefo through best possible data structure, integration and logo-display across their websites and other marketing channels, regular calls and face to face review meetings in line with engagement framework. 

• Review and update CRM so Feefo has up-to-date information about its clients that can be used as part of our growth strategy, sales, brand or development purposes. 

• Advising clients how best to respond to customer feedback, how to maximise their response rates utilising our products, utilisation of our products to increase their customer insights and business growth. 

• Delivering a value proposition and ROI to all clients. 

• Conducting annual and quarterly business reviews and bi-monthly strategy meetings as a minimum engagement framework. 

• Attend meetings and prepare presentations for clients as required. 

• Identify volume or new product opportunities working alongside our dedicated Client Development Team

• Identify and manage high risk clients within your portfolio of clients to minimise churn. 

• Collect case studies and other evidence that can be used by sales and marketing teams 

• CRM management, responsible for up to date management of client data, records and account plans. • Accountable for activity levels (inputs) and commercial targets (outputs). 

• Regularly update direct managers on reasons for churn, client feedback, issues or concerns to relevant teams/departments. 

• Demonstrating and championing our CS/Company core values 

• Any other task or project as required by business need

Job Benefits

Perks

• Feefo embraces a flexible hybrid working pattern 
• Alongside an extensive benefits package, our platform offers a wide range of perks tailored to your needs, including health and wellbeing programs, an electric car scheme, childcare support, and lifestyle options 
• Join one of our working groups focused on what matters most to us – charities, CSR, wellbeing and mental health, social events, DE&I, or graduate programs. 
• Our enhanced family leave policies are there for you when it matters most, helping you balance your career with life’s biggest moments 
• Learning & Development is a big deal here. Whether its chartered memberships, short courses, or career coaching, we’ll help you grow and move forward in your career
• Our performance management process is designed to set you up for success. We’re here to help you achieve your goals and thrive 
• Work alongside a passionate and experienced senior leadership team driving Feefo’s growth with innovative products and technology as a force for good
• Be part of a growing global scale-up dedicated to fostering a diverse and inclusive culture where every team member is celebrated
• Feefo offers a referral scheme - employees can obtain a referral bonus for successfully referring new hires to the company

Values
At Feefo, we are committed to creating an environment where authenticity, inclusiveness, and a client-centred approach are at the core of everything we do. 

• Authenticity – We believe in being true to ourselves and our values. We encourage our team members to bring their whole selves to work, fostering a culture of transparency and integrity.
• Inclusiveness – Diversity and inclusion are not just words for us, they are fundamental principles that guide our actions. We are dedicated to creating a workplace where every voice is heard, and every individual is valued. 
• Client-Centred – Our clients are at the heart of our business. We prioritise their needs and strive to exceed their expectations by delivering personalised, high-quality service in every interaction. 

At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered.
We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.