Job Title: Customer Success Manager (UK)
Location: UK based - Ideally London area due to concentration of customers
Job Type: Full-Time
At TRIFFT, we don’t just provide software; we power relationships. We are a rapidly growing SaaS platform helping forward-thinking brands in the Retail and Hospitality sectors turn transactional customers into lifelong fans. Our technology enables businesses to understand their audience, personalize their engagement, and launch loyalty programs that actually drive revenue.
We are scaling fast in the UK market and are looking for a relationship-driven Customer Success Manager to join our team.
We are looking for someone who understands that "Customer Success" is not "Customer Support."
As our new CSM, you will be the strategic heartbeat of our UK client base. You will take ownership of a portfolio of high-profile retail and hospitality accounts, moving beyond onboarding to become their trusted strategic advisor. Your ultimate goal is to ensure our clients not only adopt the TRIFFT platform but realize tangible business value from it—ensuring they stay, grow, and advocate for us.
If you are passionate about the intersection of technology and human connection, and you understand the unique pressures of the retail or hospitality floor, we want to talk to you.
1. The Trusted Advisor (Relationship Building):
- Cultivate deep, lasting relationships with key stakeholders within your portfolio, from Marketing Managers to C-Level executives. You should be their "go-to" person for anything loyalty-related.
- Proactively understand your clients’ specific business goals, pain points, and KPIs (e.g., increasing footfall, average spend, or repeat purchase rate).
- Act as an extension of their team, anticipating their needs rather than just reacting to their requests.
2. Driving Strategic Value & Adoption:
- Guide clients beyond basic feature usage. Consult with them on how to best leverage TRIFFT’s capabilities to design winning loyalty strategies and marketing campaigns.
- Monitor platform usage data to identify accounts that are "at-risk" or under-utilizing the system, intervening proactively to get them back on track.
- Conduct high-impact Executive Business Reviews (EBRs/QBRs) to showcase ROI, celebrate wins, and map out future strategies.
3. Retention and Growth:
- Take full ownership of net revenue retention within your account base. You are responsible for securing renewals and minimizing churn.
- Identify opportunities for organic growth and expansion (upsell/cross-sell) based on the client's evolving needs, collaborating with the sales team where appropriate.
4. The Voice of the Customer:
- Serve as the crucial feedback loop between our clients and our internal Product and Engineering teams. Champion client needs to help shape our roadmap.
This role relies heavily on soft skills, domain expertise, and business acumen.
Must-Haves:
- Experience: 3+ years of proven experience in a B2B SaaS Customer Success or Account Management role, owning a book of business and responsible for renewals/retention.
- The Relationship Gene: You have empathy in spades. You are an exceptional communicator (verbal and written) who can de-escalate tense situations and build rapport quickly. You prefer picking up the phone over sending an email.
- Strategic Mindset: You can look past technical "how-to" questions to understand the "why" behind a client's business.
- UK based: You must be based in the UK with the right to work.
Highly Desirable:
- Sector Expertise: Direct experience working within, or selling/servicing, the Retail or Hospitality industries. You understand the vocabulary of these sectors and the challenges they face.
- Loyalty/MarTech Experience: Familiarity with the concepts of CRM, loyalty programs, customer data platforms (CDP), or digital marketing.
- Impact: You will be joining at a pivotal point in our growth, meaning your work will directly shape our UK strategy and processes.
- Culture: A collaborative, low-ego environment where we prioritize solving problems for customers over internal politics.
- Flexibility: We trust our team to manage their time. We offer hybrid working setups designed for balance.
- Competitive Package: Good base salary, performance-related bonus based on retention/growth targets, and benefits.
TRIFFT Loyalty is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Please apply to [email protected]
Sorry no agencies please