Senior Customer Success Manager

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, A/B Testing 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 3-5 years experience in a senior level role, leading growth and expansion plans for enterprise customers.
• You have a strong understanding of customer success best practices when it comes to managing churn risk and account renewals.
• You are experienced at creating and implementing testing and optimisation roadmaps, which generate significant improvements towards important KPIs.
• You take full ownership of client relationships, ensuring strong, proactive communication with your accounts. You take initiative and actively encourage others across the business to provide the best service possible to our customers.
• You thrive in a fast-paced environment, enjoy problem solving, and have 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 be responsible for nurturing relationships with assigned accounts and ensuring 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.

1. Establish strong relationships with customers:

• Proactively engage with customers to understand their goals, challenges, and expectations.
• Serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries.
• Regularly conduct business reviews to assess customer satisfaction, prove ROI, and identify opportunities for improvement.

2. 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 key performance indicators (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.

3. 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.
• Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.
• Act as an advocate for customers, ensuring their voices are…