Award Confetti logo-bs logo-dxn logo-odl Magento Piggy Bank 09AEAE68-D07E-4D40-8D42-8F832C1A04EC 79C8C7E9-0D9D-48AB-B03B-2589EFEE9380 1A734D92-E752-46DD-AA03-14CE6F5DAD57 E622E2D4-3B9C-4211-8FC3-A1CE90B7DFB2 Group 19

Customer Success Manager

Base – Remote/UK Based

Are you a customer-obsessed, experienced eCommerce industry account manager?

Does building deep relationships with client executives and partnering with them to drive account strategy excite you?

Are you looking to influence how customers meet and exceed their online commercial goals?

If so, we have the perfect opportunity…

About this role

We’re looking for a Customer Success Manager, ideally with agency-side experience in ecommerce – Adobe Commerce or Magento experience would be beneficial, but not essential.

In this role, you will nurture relationships with your client base to create an eCommerce vision which meets their specific business needs. Working across industries and various business sizes, your focus will be to maintain open lines of communication and to go above and beyond in building relationships, not to sell. Our clients have already committed to working with us; you are influencing business leaders and redefining their path to success with the help of JH’s awesome internal subject matter experts, ensuring at all times that we’re two steps ahead.

We hope you’ll bring your love for building lasting relationships, exceeding expectations and strong commitment to making things happen, to this role. We’re not looking for “yes” people: the ability to understand and challenge us and our clients, constructively and diplomatically, is a must-have.

What we’re looking for

This role requires someone who can fulfil the majority of the criteria listed below. However, we don’t expect you to match everything — it’s more important that you have a passion for your work, ecommerce and continuous improvement that will enable you to continue growing with us as we grow at JH.

On the whole, we are looking for someone who can:

  • Take total ownership of your clients and nurture great, lasting relationships with them.
  • Be an advocate for their clients whilst working alongside our subject matter experts to find the best solutions for everyone.
  • Build and implement customer success plans to drive account growth, upselling naturally, with a light touch.
  • Connect with your clients to ensure JH is viewed as a must-have asset in each client’s operation.
  • Profoundly understand your customers’ objectives, challenges, and expectations. Collaborate both internally and externally to create delivery plans for short and long term growth.
  • Work alongside the rest of the internal team, bringing them along the customer journey with you to achieve results.

What will set you apart

  • The ability to get involved with all of the detail in projects, providing input on critical situations or strategic decisions when required.
  • The ability to communicate specific project updates to clients, bringing in technical help where needed.
  • Previous experience working closely with development or design teams.
  • Previous involvement in detailed technical discussions or work during the sales process.

About JH

JH is a digital agency based in Nottingham that specialises in creating exceptional ecommerce websites on the Adobe Commerce platform (formerly Magento). Over the past twelve years, we’ve worked with a broad range of market-leading retailers, providing strategy, design, and development services to create online stores that are used by millions of people. Our first-class practice has cultivated enduring client relationships, won international ecommerce awards, and allowed us to grow the business year-on-year. We’re currently hiring roles to fulfil our company vision for the next 12 months.

Benefits of working at JH

We offer a range of benefits such as:

  • Remote working
  • Flexible hours
  • 31 days annual leave (inclusive of Bank Holidays)
  • Funds for professional development, home office setup, and personal wellness
  • Quarterly personal development plans
  • Top of the range hardware and software
  • Remote and in-person company events

Working remotely at JH

We’re open to hiring someone based in the UK who would work remotely most of the time. Because this is a client facing role, there will be occasions when you need to attend face-to-face meetings with colleagues and clients. These would be facilitated with safety as a priority, but you must be comfortable taking part.

JH has been working remote-first since the start of the pandemic and operates several initiatives that support the continuation of positive communication, culture, and wellbeing. We transitioned easily because we’ve worked from home and employed remote staff for a number of years, so we already had the processes, technology, and mindsets that are helpful.

How to apply

Submit your application online here

Once you’ve applied, the hiring process looks like this:

  1. Review: we assess each application against this job description
  2. Chat: we have an informal call with suitable candidates
  3. Interview: we invite the top candidates for deeper interviews
  4. Offer: we select the best candidate and make them an offer
  5. Welcome: we start planning for the arrival of our new colleague

No recruiters please!