Senior Customer Success Manager

YOOBIC is the leading AI powered frontline employee experience platform, helping retailers and hospitality brands empower the 80% of the global workforce that operates away from a desk.

Trusted by 350+ global brands, including Home Bargains, ShopRite, Lidl, Levi’s, Ralph Lauren, Rituals, Krispy Kreme, and Pret A Manger, YOOBIC enables frontline teams to execute faster, learn smarter and deliver stronger in-store performance. Our platform brings together task management, communication, learning and AI-powered insights in one seamless solution designed specifically for deskless teams.

As of today, YOOBIC supports millions of frontline employees worldwide by helping global brands transform how their teams operate every day.

But what really sets YOOBIC apart is our people. As a fast growing global SaaS company, we offer the energy and ambition of a scale up combined with a collaborative, international culture. Our teams work cross-functionally, they move quickly and make a real impact, not just on the product we build, but on the future of frontline work.

Joining YOOBIC means being part of a company where you can grow your career, learn from talented colleagues across the world, and help shape technology used by millions of frontline workers.

As a Senior Customer Success Manager at YOOBIC, you own the long term success of some of our most strategic clients. You are accountable for adoption, value realization, and retention. You act as a trusted advisor to senior stakeholders and a strong internal voice for the customer.

Why This Is Your Next Career Move

• Strategic Ownership. You do not just manage relationships. You shape strategy, influence outcomes, and drive long term success for complex enterprise clients
  Executive Exposure.

• You partner with senior client stakeholders and lead high stakes QBRs focused on value, ROI, and operational impact.

• Business Impact. Your work directly affects customer retention, expansion, and YOOBIC’s growth across key accounts.
  

What You’ll Achieve

• Own Strategic Client Relationships. Manage and grow relationships with senior stakeholders across YOOBIC’s largest and most complex clients.

• Drive Adoption and Value. Ensure customers fully adopt the platform and realise measurable business outcomes.

• Lead Executive Reviews. Run Quarterly Business Reviews and Operational Reviews that align YOOBIC to client objectives and long term strategy.

• Act as a Trusted Advisor. Guide clients on best practice, operating models, and change management to maximise value.

• Spot Risk and Opportunity Early. Identify potential challenges, unblock issues, and surface opportunities to improve performance and efficiency.

• Use Data to Influence Decisions. Leverage YOOBIC data, KPIs, and client metrics to support decision making and prove impact.

• Partner Cross Functionally. Work closely with Sales, Account Management, Product, and Support to deliver a joined up customer experience.

• Influence Product Direction. Partner with Product teams to feed market insight and client needs into the product roadmap.

• Raise the Bar on Customer Success. Share best practices globally and help evolve how we operate as a Customer Success organisation.

Who You Are

• The Strategic CSM. You have strong experience in Customer Success, Client Relationship Management, or Consulting within B2B SaaS, ideally with enterprise or strategic clients.

• Or the Retail Expert. You bring deep experience from retail operations, VM, or frontline communications and know how stores really work.

• The Relationship Builder. You are confident, client facing, and comfortable managing senior stakeholders.

• The Data Led Thinker. You use data, KPIs, and insights to guide conversations and influence outcomes.

• The Owner. You take initiative, move fast, and feel accountable for results.

• The Problem Solver. You thrive in complexity, adapt quickly, and find solutions in ambiguous situations.

• The Operator. You prioritise well, manage competing demands, and stay organised.

• Based in Greater London

• Ideally, you would have experience in the Grocery sector.

• Bonus Points: Previous experience with YOOBIC or similar frontline platforms.
  

What we offer...

• 25 days annual leave

• Hybrid working from our office in Hammersmith, London

• Scottish Widow Pension scheme

• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage

• Simplyhealth cash plan (includes dental and vision coverage)

• Healthy Mind EAP

• Short Term and Long Term disability coverage

• Life Assurance

• Critical Illness coverage

• Enhanced parental leave

• Team events including weekly breakfast, gourmet lunches and lots of social events

• Weekly free online HIIT sessions + gym discounts

• Regular training and coaching to make you even better in your role