Senior Customer Success Manager


Brighton, UK


Key area:

Customer Success



Negotiable depending on experience 




About the role

At 15gifts we care deeply about the success of our partners. Everything we do is to impact our 3 Customer Success pillars; Strategic Partnership, Driving Value and Innovation.  

The Customer Success team at 15gifts are trusted advisors, we’re there to build lasting relationships which enable adoption, help our clients scale and grow, and minimise the risk of churn.

The person we are looking for…

We are looking for a Senior Customer Success Manager to join the team, you will own a book of Enterprise clients. 

You are:

A strategic, trusted advisor: 500 Internal Server Error

Internal Server Error

The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there is an error in the application.


Commercial and Data driven: you love data and can use insights to spot challenges or opportunities for innovation. You have proven experience to deliver on renewals and growth. 

A relationship builder: you can build lasting relationships both internally and with your clients. You have have a proven track record in building Champions and working with Executive Sponsors. 

You will be responsible for

Actively responsible for the overall relationship and retention of our big brand customers 

Establishing a trusted advisor relationship with customers, driving value realisation from 15gifts products and services

Ensuring the renewal your client book and working with the Sales team on growth and renewal opportunities 

Mapping clients’ organisation to identify key influencers and decision makers, building strong partnerships with Executive Sponsors and Champions across different teams

Understanding business goals and working with key stakeholders to develop a partnership strategy, delivering measurable outcomes

Providing value stories and insights to senior leadership to demonstrate ROI, planning and executing on performance improvement strategies

Coordinating and leading regular Business Reviews for our clients with clear outcomes on client health and opportunities 


Skills and Experience Required

4+ years of prior experience as a Customer Success Manager, 2+ years in a senior role

Has owned a book of Enterprise Clients, working across multiple teams / regions

Proven track record of working in a Customer Success team with delivery on value realisation, adoption, retention and customer satisfaction

Experience in using CRM monitoring tools such as Salesforce and Gainsight

Can work as part of a team on strategic engagement from goal creation to execution and delivery with clear success metrics 

Can demonstrate ability to develop executive champions at strategic level 

Very good technical competence and is detailed oriented, has an understanding of data and digital

Independent, self-starter who can prioritise, work proactively, manage multiple projects and initiatives consecutively and has experience working in internal account teams 

Excellent interpersonal/customer relations skills; clear written and verbal communicator, confident in-person communicator and presenter