Customer Success Manager

Title: Customer Success Manager
Department: Client Services
Reports To: Business Unit Manager
Work Environment: Onsite

Position Overview

We are looking for a dynamic and relationship-driven Customer Success Manager to oversee the end-to-end delivery of solutions for key clients within the retail media space. In this role, you will act as the primary liaison between clients and internal teams, ensuring that client objectives are understood, translated into actionable plans, and executed with excellence.

You will oversee campaign delivery, manage cross-functional collaboration, and ensure that all outputs meet the highest standards of quality, accuracy, and brand consistency. This position requires strong organisational ability, a proactive mindset, and the capability to build trusted, long-term partnerships with clients and external stakeholders.

Key Responsibilities

• Serve as the main point of contact for clients, providing guidance, updates, and strategic recommendations.

• Translate client briefs into clear deliverables and work closely with creative, production, and operational teams to ensure successful execution.

• Manage timelines, priorities, and resources to support on-time campaign delivery.

• Oversee workflow tracking and ensure all project information is accurately maintained in the management system.

• Facilitate effective communication between all stakeholders, including internal teams, suppliers, and external partners.

• Conduct quality checks to ensure all deliverables align with brand guidelines and campaign requirements.

• Provide regular performance updates and insights to leadership and clients.

• Identify risks, resolve issues, and optimise processes for continuous improvement.

• Build and maintain strong relationships through proactive communication, reliability, and solution-oriented problem-solving.

Key Performance Indicators (KPIs)

• Consistent on-time delivery of campaigns and client deliverables.

• High quality and accuracy of all outputs.

• Clear, efficient communication with clients and internal stakeholders.

• Effective workflow, project tracking, and issue resolution.

• Demonstrated initiative and proactive support of client needs.

• Strong client satisfaction and retention.

Required Knowledge & Skills

• Strong project management skills within creative, marketing, or retail environments.

• Understanding of retail marketing principles, including digital and in-store media.

• Familiarity with production workflows, campaign execution, and traffic management.

• Excellent communication, presentation, and relationship-building abilities.

• Strong attention to detail and ability to meet deadlines under pressure.

• Ability to collaborate effectively with cross-functional teams.

Experience & Qualifications

• Minimum 6 years of experience in customer success, account management, studio operations, production management, or retail marketing.

• Bachelors degree in Marketing, Media, Advertising, Design, or a related field.

• Experience managing multi-channel campaigns (digital, print, in-store, mobile).

• Experience with in-house agencies, retail media, or shopper marketing is advantageous.

• Proven ability to manage high-volume workloads and drive successful outcomes.

Behaviours & Attributes

• Positive, can-do attitude with a focus on execution and delivery.

• Highly organised with strong attention to detail.

• Ability to adapt to shifting priorities and work efficiently under pressure.

• Self-driven with a willingness to learn and grow.

• Strong interpersonal skills and commitment to maintaining positive stakeholder relationships.

• Team-oriented, approachable, persistent, and solution-focused.