Strategic Customer Success Manager

Easol is the leading all-in-one ‘experience commerce’ platform built to power experience businesses including festivals, wellness retreats, food and drink, sports and adventure trips. With Easol, experience businesses have complete control to drive more direct sales, retain more revenue, own their data and run their business on their terms.

Easol has deep roots in experiences. The platform was founded by former festival founders, Lisa and Ben Simpson in 2017, after the husband and wife team endured challenges and frustrations first-hand while setting up and growing their own experience business including Rise , Europe’s biggest Snowsports and music festival, and Beyond Adventures, a series of adventure travel experiences in remote locations such as the Sahara desert and the Swedish archipelago .

About The Role

As Strategic Customer Success Manager at Easol, you’ll act as a key partner and trusted advisor to our highest-value creators, ensuring they achieve measurable business success through the Easol platform. You’ll own the end-to-end customer journey, from onboarding, implementation, account retention and enabling account growth. This is a highly strategic, high-impact role where you’ll build strong customer relationships at all levels, deeply understand our customers’ goals and challenges, and help them make full use of the platform and wider Easol community. Your work will directly influence speed to on-sale, higher product adoption, world-class retention and renewals, improved satisfaction scores (e.g. NPS), and increased customer lifetime value.

Responsibilities

• Implementation & Onboarding
• Ownership of enterprise-scale creator implementations, acting as primary sponsor and escalation point.
• Govern high-impact projects, ensuring agreed timelines, scope, and quality metrics are achieved to ensure timely delivery of implementation metrics to reduce time-to-value.
• Coordinate cross-functional teams (Product, Engineering, Sales, Ops) to deliver seamless launches aligned with business goals.
• Identify and proactively mitigate risks such as misaligned expectations or scope creep.
• Champion process handoffs between Sales, Onboarding, and Customer Success teams.
• Account Management & Growth
• Build and nurture customer relationships at all levels, identifying whitespace opportunities for improvement and growth.
• Own a portfolio of strategic accounts with full commercial accountability for revenue retention, expansion, and advocacy.
• Help customers achieve their objectives by understanding their business, success measures, and challenges by leading executive business reviews (QBRs) during onboarding to reinforce strategic alignment.
• Lead insight-driven account planning to identify and drive upsell and cross-sell opportunities.
• Maintain clear visibility on account performance through accurate forecasting and reporting.
• Curate and share success stories, testimonials, and case studies to strengthen Easol’s reputation.
• Strategic Leadership & Advocacy
• Become an Easol platform expert, enabling customers to make full use of functionalities and engage with the wider community.
• Design and automate a best-in-class customer feedback loop, advocating for customers’ needs with Product and Engineering to drive impactful new features.
• Serve as the voice of the customer at a strategic level, influencing roadmap and service delivery.
• Continuously optimise the implementation process while monitoring industry trends and sharing insights with leadership.
• Develop and refine scalable onboarding and account management playbooks and tools.
• Performance Measurement & Reporting
• Measure, analyse, and report on customer success and onboarding metrics.
• Track and improve adoption, satisfaction, retention, and revenue growth, including maintaining CRM hygiene.
• Drive measurable impact in customer KPIs and company-wide commercial objectives.
  
  

What We’re Looking For

• Proven track record of accountable, excellent performance in a fast-paced startup environment.
• Experience in SaaS/B2B customer success, account management, or professional services.
• Skilled in leading complex, multi-stakeholder projects with measurable outcomes.
• Strong analytical and data-driven approach, with the ability to interpret large data sets.
• Excellent written and verbal communication, with strong executive relationship management skills.
• Advanced literacy in platform capabilities, integrations, and APIs (basic HTML, CSS, JavaScript knowledge a plus).
• Knowledge or experience using website building platforms (Shopify, Squarespace, etc.) or willingness to learn.
• Basic understanding of e-commerce, web analytics, and digital marketing.
  
  

About You

• Creator-first mindset - passionate about empowering creators to succeed.
• Highly empathetic with a talent for building trust and rapport.
• Strategic thinker with the ability to translate complex needs into actionable plans.
• Process-oriented with meticulous attention to detail.
• Hands-on attitude - no task is too small.
• Creative, adaptable, and driven to find innovative solutions.
• Coachable and receptive to feedback, while also self-directed and proactive.
• Organised with excellent time management and prioritisation skills.
• Thrive in a competitive, fast-paced environment.
• Strong team player who uplifts and empowers others.
• Passionate about experience travel and adventure - whether that’s kite surfing in Sri Lanka, hiking in Nepal, or attending alternative music festivals.
• Embody Easol’s values: Creator-First, Team Spirit, Play Push Pause, Keep it Real.
• UK right to work.
  
  

What You'll Enjoy About Easol

• 🧠 You'll have real visibility of what's happening in the business. We have weekly company meetings, where we all get together to discuss our wins, learning opportunities, our goals and direction.
• 🗣 There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas - no egos here!
• 🌏 You'll have access to our incredible perks, such as a company-funded "deep week", where you can travel to a destination of choice and have dedicated time to focus on a project that is important to you without distraction.
• 💰 In addition to that, we offer a monthly contribution towards a gym membership and your mobile phone contract, an annual personal development budget, support to choose your own equipment and a lot more.
• ✈ You’ll have 33 days of holidays, inclusive of public holidays.
• 🌱 Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.