The Company:

A rapidly expanding advertising technology organisation is transforming how brands, sellers, and agencies manage retail media across major e-commerce platforms. By combining artificial intelligence, advanced analytics, and expert advertising support, the company helps advertisers improve campaign performance, streamline operations, and scale revenue growth. Its platform enables users to build customised advertising strategies while balancing automation with human oversight, giving advertisers greater transparency and control in an increasingly complex digital advertising environment.

The Role:

An innovative technology organisation is seeking a Client Success Manager to support and grow relationships with enterprise customers using its AI-driven advertising platform. This role will focus on ensuring clients receive exceptional support from onboarding through ongoing account management, helping them maximise value from the platform. The successful candidate will act as a trusted partner to brands and agencies, providing strategic guidance, resolving issues, and identifying opportunities to strengthen engagement and long-term success. Working closely with internal teams across product, sales, and operations, this individual will play a key role in improving client experience, strengthening workflows, and supporting continued customer growth. This hybrid position is based in London, with in-office collaboration four days per week.

Responsibilities:

• Build and maintain strong relationships with enterprise brands and agency partners
• Provide strategic and tactical support to clients to help them maximise platform performance
• Lead client onboarding and contribute to the development of scalable onboarding processes
• Act as the primary contact for client inquiries, escalations, and issue resolution
• Collect customer feedback and share insights with product teams to support platform improvements
• Collaborate cross-functionally with sales, product, and support teams to enhance the client experience
• Track account engagement and usage metrics to identify growth opportunities and potential risks
• Identify opportunities for account expansion and support retention initiatives
• Develop client education resources including training materials, webinars, and documentation
• Maintain clear reporting processes and document product issues or client feedback

Requirements:

• Bachelor’s degree in Business, Communications, or a related field is preferred
• 5+ years of experience in client success, account management, customer service, or a related role
• Experience working within Amazon Ads, retail media, or advertising technology environments
• Strong communication and relationship-building skills
• Experience managing stakeholder relationships across internal teams and external partners
• Ability to coordinate programs and processes across cross-functional teams
• Comfortable working independently in a fast-paced and evolving environment
• Hybrid work model: work from a London office Monday through Thursday each week

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