Customer Success Manager

Location: London. Hybrid. Two days per week in the office
Salary: From £53k+ & 10% bonus
Level: Manager level client-facing role, managing strategic retailer relationships across SMG Technology.

Who are we?

We’re the original pioneers in connected commerce marketing. Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.

We simplify the mind-boggling complexity of today’s retail media landscape. We deliver impactful campaigns that connect with people where it matters. We create seamless and personalised shopping experiences. Above all, we deliver amazing results for our partners, driven by our unshakeable desire for growth. Time after time, we change the game. SMG is home to a world-class suite of commerce advertising capabilities powered by data and cutting-edge technology. We constantly push ourselves, our tech and our industry to discover innovative new ways to connect, sell and grow.

About the role

We are looking for a Customer Success Manager to join SMG . In this role, you'll manage and grow strategic client relationships, becoming the trusted expert for your portfolio of retailers. Combining proactive account management with deep platform knowledge, you'll help clients maximise value from our technology while collaborating across Product, Engineering, Commercial and Operations to continuously improve the customer experience.

If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.

A Little Bit About You

You'll bring:

• Experience managing multiple client or stakeholder relationships simultaneously.

• A customer-first mindset with a passion for delivering exceptional service.

• Confidence learning and becoming an expert in new technology platforms.

• The ability to remain calm under pressure while managing competing priorities.

• Commercial awareness and an understanding of the impact your work has on client success.

• A collaborative mindset with the confidence to work cross-functionally across technical and commercial teams.

Don’t meet every single requirement? We still want to hear from you. If you believe you’d thrive in this role, your unique perspective might be just what we’re looking for.

What You'll Be Doing

Your days will be dynamic. You might find yourself:

• Managing and growing relationships with your portfolio of retailer clients.

• Building trusted advisor relationships by understanding each client's business objectives.

• Triaging, prioritising and resolving support requests within agreed SLAs.

• Helping clients get the most value from the platform through proactive support and adoption.

• Identifying recurring trends, customer pain points and product improvement opportunities.

• Acting as the voice of the customer to influence future platform enhancements.

At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We’re looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams.

We value those who take ownership of their growth and bring fresh perspectives. That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it’s not just about filling a role but building the future together.

● 10% discretionary bonus

● £1,800 yearly wellbeing fund (on top of your salary!)

● Free Headspace subscription

● £500 yearly “Uni Fund” for learning

● 4 extra Wellbeing Days off per year

● Summer & Winter conferences + year-round celebrations

● 4pm finishes every Friday

● Flexible and hybrid working

Useful Links Before You Apply

Our full data retention policy can be found here .