Customer Success Manager
WHO YOU ARE
You believe that what people watch, share, and talk about online are the most powerful leading indicators of brand health — signals that show up in culture long before they appear in a revenue report. You want to help the world’s most forward-thinking brands and investors act on that intelligence, and you care deeply about making sure every client actually does.
YOUR PATH IN THIS ROLE
You’ll start by working closely alongside the Head of Account Management — supporting on client tickets, onboarding new clients, and running training sessions. As you build confidence and deep product knowledge, you’ll take on direct responsibility for renewals and upsell conversations with specific accounts. This is a role that grows with you.
Support & onboarding →Training & adoption→Account ownership & renewals
ABOUT THE ROLE
- Work alongside the Head of Account Management on client support tickets, ensuring issues are resolved efficiently and clients always feel heard and prioritised
- Guide new clients through the onboarding process, ensuring they understand and effectively utilise the platform’s features from day one
- Conduct training sessions — virtually or in-person — to empower clients and their teams to achieve their goals with WeArisma
- Drive product adoption and client engagement — ensuring clients are getting genuine value from WeArisma’s signal infrastructure early and consistently
- Proactively identify and resolve client challenges, managing escalations with professionalism and a solutions-focused approach
- Act as a liaison between the client and internal teams — product, tech support, and marketing — to resolve issues efficiently and close the feedback loop
- Translate complex influencer analytics and cultural trend data into clear, accessible narratives that resonate with clients at every level
- Over time, take on direct responsibility for renewals and upsell conversations with specific accounts as you build relationships and product expertise
- Experience with or a keen interest in US clients and markets is a plus — as WeArisma scales its American presence, this will become an increasingly exciting dimension of the role
REQUIREMENTS & ATTITUDE
Must-have
- 2–4 yrs in customer success
- Data analytics environment
- Strong interest in analytics & data
- Client-facing experience
- Comfortable with data & metrics
- Manages multiple clients in fast-paced environment
Nice-to-have
- SaaS / subscription model
- Social media or influencer data
- US market exposure
- AI / automation toolsets
The attitude we’re looking for
- Commercial instinct
- Personable & warm
- Curious & self-directed
- Strong ownership
- Entrepreneurial
- Proactive communicator
- Efficiency-minded
- Ambitious for growth
- Culturally curious
WHAT GOOD LOOKS LIKE
- In an initial onboarding session, you quickly understand what a client is trying to achieve and can translate that into how they should be using the platform — making WeArisma feel immediately relevant to their world, not just another tool to learn
- You help clients build real value from the very start — so that within the first three months, your champion looks like a hero for bringing WeArisma in, and their stakeholders can already see why
- You wouldn’t send a deck, brief, or training summary unless it genuinely reflects your best work — you set your own bar higher than ours
- You follow social and cultural trends not because it’s part of the job, but because you find it genuinely fascinating
- You’re warm and personable in the way you engage with clients — people feel at ease with you quickly, and that makes the onboarding and training process feel collaborative rather than transactional
- You’re already experimenting with AI tools to work smarter and ask how we should be doing the same
BENEFITS
- 25 days annual leave in addition to public holidays
- Options eligibility begins at your 1-year anniversary
- Health and Dental insurance
- Annual team offsite trip to a European location
- Hybrid co-working space — 2 days London, remainder remote
- Monthly coaching session and team lunch / dinner
RIGHT TO WORK
Must have the legal right to work in the UK at the time of application.
