Senior Customer Success Manager (US hours)

Finsbury Park
£30,000 - £39,999
12 Oct 2018
16 Oct 2018
Retail and Sales
Contract Type
Full Time
*About us:*

Charlie Casey (CEO) and Dave Clark (CTO) founded LoyaltyLion in 2012, with one clear mission: to help retailers succeed in the age of Amazon. They saw that retailers could never compete with Amazon on price or logistics. But they could offer a better customer experience. One that made customers feel valued, rather than like they were just another number.

Getting to today wasn’t easy. The founders spent 12 months doing some serious bootstrapping – using a friend’s lounge as an office, renting the cheapest accommodation (it had no bathroom!) and taking government loans to make LoyaltyLion a success. Happy to say it’s paying off.

Today, thousands of fast-growth ecommerce merchants use LoyaltyLion to power their loyalty programs and we have offices in the UK and the USA.


As a Senior Customer Success Manager you’ll provide strategic loyalty advice to our largest clients (don’t worry, we’ll train you :). You’ll advise them on their launch strategy and how to optimise their programs over time. You’ll also work on renewals.

Most of our clients are US based, so we are looking for someone to work US hours. The exact hours are negotiable, but something like 5pm to midnight, would be brilliant. We are flexible with working arrangements (ie. working from home, working part of the day in the office and the rest at home).

You’ll be joining a team of three who are all passionate about customer happiness. We currently have exceptionally high customer retention because of the care and time we invest into our client relationships. We’re never satisfied though and we want you to come with your own ideas on how to offer the best post sale customer experience.

*Here are some of the activities you’ll be doing:*

* Advising merchants on their loyalty launch strategy
* Speaking with merchants on a quarterly basis to provide loyalty recommendations
* Agreeing contract renewals
* Answering support queries when needed

*What we're looking for:*

Someone who genuinely cares about customer happiness and goes above and beyond to help them succeed. More about what we want:

* Proven experience in software account management
* Natural multi-tasker
* Impeccable written English
* Professionalism in all areas of work
* Ability to build rapport, especially in difficult situations
* Willingness to work flexible hours - some of our clients are US based
* Desire to make your mark in a fast growth startup

*What we offer:*

* Opportunity to join a fast growth startup early and at an exciting time - we have doubled the team size in the past 6 months
* Flexible working arrangements
* Autonomy - we encourage this
* Opportunity to make an impact - we’re a team of 20 so your efforts will make a visible change
* Solid existing team
* Warehouse office in central London with some great usual startup perks: free lunch Mondays, Beer Fridays, table football and the not so usual - HTC Vive - the best virtual reality in the world and an office favourite :)

*To apply:*

Please send your CV and a short cover email or apply via our company "careers page":