Senior Customer Success Manager

Who We Are

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, and marketplace/social commerce performance. We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce.

Athos Commerce unites shopper intent and product visibility across every touchpoint.

• A senior customer success manager with at least 1 year of experience in a senior level role, leading growth and expansion plans for enterprise customers.
• Strong understanding of customer success best practices when it comes to managing churn risk and account renewals.
• Experience creating and implementing testing and optimisation roadmaps that generate significant improvements towards important KPIs.
• Full ownership of client relationships, ensuring strong, proactive communication with accounts and encouraging the business to provide the best service possible.
• Thrives in a fast‑paced environment, enjoys problem solving, and maintains a positive attitude.

Working on our product data feed management solution, we are seeking highly organised and technically savvy Senior Customer Success Managers who are driven to deliver results, demonstrate value, and drive customer retention.

As a key member of the Customer Success team, you will nurture relationships with assigned accounts and ensure customers realise the value of our solution as quickly as possible. Your role will involve identifying opportunities for value‑added services to contribute to the company's revenue growth through renewals and revenue expansion.

On a day‑to‑day basis, you will create and execute detailed customer‑focused strategic account plans using project management platforms. You will provide training, mentoring, and ongoing support to customers, enabling them to fully leverage our platform to drive feature adoption and increased profitability.

Join our team and become part of a dynamic, collaborative, and forward‑thinking organisation that is revolutionising the e‑commerce industry.

• Establish strong relationships with customers:
  • Proactively engage with customers to understand their goals, challenges, and expectations.
  • Serve as the primary point of contact, providing guidance, support, and timely responses to inquiries.
  • Regularly conduct business reviews to assess customer satisfaction, prove ROI, and identify opportunities for improvement.
• Drive customer success and retention:
  • Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
  • Monitor customer metrics and KPIs to track usage, satisfaction, and retention rates.
  • Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.
• Collaborate with internal teams:
  • Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives.
  • Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
  • Work with implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.
• Deliver exceptional customer support:
  • Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
  • Handle escalations or complaints with empathy and professionalism, working towards a swift resolution.
  • Provide training, resources, and best practices to maximize usage and adoption of our SaaS products.
• Analyse customer data and provide insights:
  • Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
  • Identify upsell and cross‑sell opportunities based on customer needs and usage patterns.
  • Prepare reports and presentations to showcase customer success metrics and share insights with internal…