Enterprise Customer Success Manager – UK

What would you do?

A continuación, encontrará un desglose completo de todo lo que se requiere de los posibles candidatos, así como la forma de presentar su candidatura. Mucha suerte
2. Business Growth, Strategy & Change Management
3. Commercial Partnership & Account Expansion
4. Operational Alignment & Data-Driven Consulting

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• Strategic Account Governance & Executive Communication
  
• Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.
  
• Facilitate regular executive touchpoints, leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Monthly/Quarterly Steering Committees (SteerCos) with VPs and C-Level leaders to align on strategy and business outcomes.
  
• Oversee regular alignment meetings to monitor short-term action plans, track deliverables, and manage engagement across regional and leadership teams.
  
• Translate technical capabilities and operational data into compelling executive stories that demonstrate clear business value and ROI.
  
• Develop and execute long-term, multi-threaded account strategies and Success Plans aligned with each customer's digital maturity and business objectives.
  
• Assess client digital maturity to build tailored operational roadmaps that drive e-commerce performance using Instaleap’s capabilities.
  
• Drive organizational change management to help client HQ and leadership teams adopt digital transformation initiatives.
  
• Identify process optimizations, conversion improvements, and last-mile/fulfillment performance gains.
  
• Uncover account expansion opportunities by introducing new workflows, best practices, and additional Instaleap solutions.
  
• Partner closely with the Sales/Account Executive team on upsell and cross-sell initiatives.
  
• Lead business value conversations during commercial discussions.
  
• Represent Instaleap at key industry commercial events (e.g., ShopTalk, NRF Retail's Big Show Europe, EuroShop, eCommerce Expos).
  

In collaboration with the Customer Operations Analyst supporting the account

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• Analyze key performance metrics (e.g., order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.
  
• Oversee the implementation of customized dashboards and reports to track success indicators across various stores, regions, and timeframes.
  
• Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans.
  

In collaboration with the Customer Operations Analyst supporting the account

5. Client Onboarding, Enablement & Advocacy

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• Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.
  
• Ensure the ongoing maintenance of client-specific documentation, playbooks, and operational best practices.
  
• Act as the internal voice of the customer, escalating client priorities and feeding real-world operational insights into Instaleap's Product, Technical, and Support roadmaps.
  

6. Risk Management & Health Monitoring

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• Track early risk indicators (e.g., declining platform usage, delayed rollouts, missed KPIs) and build proactive mitigation plans.
  
• Lead cross-functional resolution efforts during escalations to protect account health.
  

Your experience has been shaped by

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• 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, or Top-Tier Management Consulting.
  
• Proven track record managing Large Enterprise / Strategic Accounts ($1M+ ARR / complex retail accounts) with C-suite and VP stakeholder mapping.
  
• Strong commercial awareness and demonstrated capability to identify account growth/expansion opportunities.
  
• Experience leading executive presentations and high-stakes business reviews.
  
• Cross-functional collaboration experience with Product, Engineering, Sales, and Support teams.
  

Language Requirements

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• English: Professional / Native Proficiency (Required).
  

Preferred (Nice to Have)

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• Spanish OR Portuguese: Professional Proficiency (Highly Preferred).
  
• Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.
  
• Prior experience managing European/UK enterprise customers.
  
• Familiarity with enterprise CRM/Ecommerce systems (Salesforce, HubSpot).
  

Your SuperPowers

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• Customer Success & Value Realization
  
• Strat