About the Role

We’re looking for a Customer Success Manager with a passion for building long-term client relationships and driving measurable success. You’ll manage a portfolio of accounts, deliver a white-glove experience, and work cross-functionally to ensure our clients get the very best from [Employer hidden — sign up to reveal].

This role is all about retention, engagement, and satisfaction, as well as helping to shape the future of the Customer Success team through knowledge sharing, process improvements, and mentoring.

What You’ll Do

• Own the post-onboarding relationship with assigned clients, ensuring consistency and value delivery.
• Actively manage client goals, platform usage, and account health to maximise retention.
• Lead regular account reviews, providing actionable insights and recommendations.
• Anticipate risk by monitoring engagement signals and addressing issues before they escalate.
• Build a deep understanding of client business models, tipping policies, and success metrics.
• Support clients in adapting to legislative changes, platform updates, and operational challenges.
• Collaborate with Product, Tech, and Support to resolve issues and champion client needs.
• Share best practices and contribute ideas to improve ways of working.
• Play an active role in roadmap discussions and cross-functional initiatives that enhance the client journey.

What We’re Looking For

• Proven experience in Customer Success or Account Management (ideally in SaaS, fintech, or hospitality).
• Strong relationship-building skills with excellent verbal and written communication.
• Ability to deliver strategic account reviews and present recommendations confidently.
• Proactive, problem-solving mindset with strong organisational skills.
• Team player who contributes to process improvements and knowledge sharing.
• Bonus: Experience with CRM software (HubSpot a plus) or knowledge of hospitality operations.

Why Join [Employer hidden — sign up to reveal]?

We know that start-up/scale-up life isn’t for everyone, there will be challenges. But having a brilliant team, a strong purpose, and making a real difference in the lives of our users makes it all worthwhile.

At [Employer hidden — sign up to reveal], you’ll be supported to do your best work, feel empowered in your role, and play a direct part in shaping the future of tipping.

What We Offer

• Flexible working hours
• Exposure to some of the best UK hospitality operators
• Career progression opportunities
• 33 days holiday (including bank holidays)
• Remote working
• ‘Work from anywhere’ policy – work abroad for up to 4 weeks per year
• Dog-friendly London office
• [Employer hidden — sign up to reveal] Rewards
• An excellent team culture based on values created by our team

The Interview Process

We want to make sure this role is the perfect fit for both you and us. Here’s what to expect:

• First Stage: A Teams call with recruitment team to discuss your experience and motivations.
• Second Stage: A deeper interview with our Head of Customer Success, focusing on strategy, problem-solving, and your fit with the business. You’ll also complete a short written task, where we’ll ask you to summarise key points from the new tipping legislation in a client-friendly way.
• Final Stage: Meet our COO, a conversation about leadership, impact, and where you fit in our journey.

Pre-employment Screening

All successful candidates must undergo a DBS check, as well as other pre-employment checks such as referencing and right to work. Offers of employment are contingent upon candidates securing and demonstrating their right to work in the UK. Evidence of this right must be provided to [Employer hidden — sign up to reveal], in accordance with the Immigration, Asylum and Nationality Act 2006, before the start of employment.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).