Customer Success Manager

Pion produces award-winning technology for the biggest retailers on the planet, connecting them with the youth market. Featured in The Sunday Times Tech Track 100 2020, a list of the fastest-growing private tech companies in Britain, we’re always innovating to offer new solutions that satisfy our consumers, drive ROI for our clients and create an empowering workplace for our employees.

Equity, Diversity & Inclusion at Pion

Here at Pion, we’re working hard to grow an inclusive, diverse and respectful group of people we’re proud of. Accountability plays a big role in our company values, and we’re totally honest, open and transparent about our ED&I efforts. This is why we’ve made our commitments and internal statistics visible for everyone to see. Our ever-evolving culture is defined by our people, and it’s all part of #LifeAtPion.

Research shows that while men apply to jobs when they meet 60% of the requirements, women and those in underrepresented groups tend to only apply when they tick every box. We don’t think you should have to tick every box. We value your uniqueness, and it goes without saying that all applications are welcome, even if you don’t think you fit the criteria.

If you need any adjustments to support you with your application, just drop us an email at talent@wearepion.com.

Job Overview
Are you passionate about building strong client relationships and helping businesses unlock the full value of their products? As a Customer Success Manager, you’ll play a pivotal role in supporting our clients, ensuring they achieve their strategic goals, and identifying growth opportunities.

Responsibilities include:

• Client Enablement: Work closely with the Account Management team to help clients understand the value our products bring to their business.
• Client Updates: Conduct monthly and quarterly business reviews to maintain accountability, track progress, and ensure alignment with client strategies.
• Success Plan Management: Implement and manage detailed success plans tailored to each client’s objectives.
• Churn Risk Mitigation: Proactively identify clients at risk of churn and implement strategic plans to address challenges and maintain satisfaction.
• Growth Identification: Spot and nurture expansion opportunities, ensuring clients see continued value in our offerings.
• Campaign Reviews: Set clear goals at the start of campaigns, analyze performance data, and present actionable insights to optimize future activity and drive growth.

A little bit about you…
We’d really like to hear from you, if you have…

• Experience working with diverse product offerings.
• A proven ability to identify expansion opportunities, generate leads, and drive upsells.
• A track record of meeting targets and contributing to team OKRs.
• Strong communication skills with the ability to confidently express ideas and build relationships.
• Experience managing a portfolio of clients with a focus on growth and retention.
• A data-driven mindset, using insights to make informed decisions and guide strategies.

Life at Pion

Let’s take a look at just a few things that make Pion an amazing place to work…

• 30 days of annual leave, plus public holidays.
• Hybrid working environment, the ability to collaborate with colleagues but also pick two days you'd prefer to work from home.
• Flexibility with working hours, if you like to take lunch a bit later to walk your dog or go to a gym class we’ve got you!
• Focus on welfare, including gym memberships, wellness challenges, mental health first aider and health cash plan.
• Incredible partnership discounts for the biggest brands in the world. Google, Apple, Ted Baker, GymShark, Domino's and Uber to name a few!
• Commitment to personal development and career growth. Think learning budgets, coaching workshops and progression plans.
• £200 work from home set up allowance to put towards your home office.

Want to know more?
Check out our career site for everything you need to know about starting a career with Pion…

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