Customer Success Manager

£30,000 + 20% bonus 📋 Commercial 🏬 Growth

Location: Remote UK or Hybrid London (2 / 3 days in the office)

native has been building for 10 years, but we're still very much a startup: fast-moving, ambitious, and building with intent. We're creating the infrastructure that connects students, Students’ Unions, universities, and advertisers through a managed marketplace.

Our goal is to deliver for students by increasing student engagement while enabling Students’ Unions to secure sustainable funding. For advertisers, we offer meaningful, measurable routes to student audiences. The more aligned these incentives are, the more defensible and scalable our business becomes.

The Opportunity

Customer Success is a new function within our SMB team, focused on retention and rebooking of existing accounts. Our SMB customers are local and regional businesses who advertise to students: venues, retailers, regional chains, and local services.

As CSM, you'll own a book of accounts and be responsible for keeping them happy and coming back. You'll run rebooking conversations, support customers through their campaigns, and spot issues before they become problems.

What you’ll be working on

• Owning a book of SMB accounts and hitting a retention target

• Running rebooking conversations with customers ahead of each campaign period

• Supporting customers through campaign delivery and resolving issues quickly

• Identifying at-risk accounts early and taking action to save them

• Maintaining accurate account records in CRM

• Working with Sales on account handoffs and transitions

What we’re looking for

We are committed to lifting everyone up. We seek to enable people’s best work by optimising for freedom with accountability. You’ll get the most out of this role if you can bring:

• 1-2 years in customer success, account management, or customer service

• Comfortable managing customer relationships over phone and email

• Organised: can manage multiple accounts and keep track of renewal timelines

• Proactive: you spot problems early and fix them before they escalate

• Good communication skills, written and verbal

Whats in it for you

💰 Base Salary: £30,000

🏡 Remote-first role in the UK

🏫 Pension contributions of 5%

🏖️ 25 days off (excluding bank holidays)

🎂 Day off on your birthday

📈 Share Options for all

👨🏽‍💻 Work from home set-up budget

🚂 Season Ticket Loan Scheme

👶 Paid maternity, paternity, adoption or shared parental leave

Equal Opportunity Statement

We are actively creating an equitable environment for everyone at native to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at native. At native, we embrace diversity in all of its forms and foster an inclusive environment for all people to do the best work of their lives with us.