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Customer Success Manager



Posted 2 weeks ago

Join a vibrant team at Inkpact and revolutionize customer relationships with your commercial savvy and passion for premium brand success


icon Salary

£35000 - £45000

icon Location

Hybrid London/Remote

icon Expires

Expires at anytime

Organisation Summary

Inkpact, an award-winning tech start-up, collaborates with top-tier brands such as John Lewis and BrewDog to enhance their customer engagement through a unique CRM platform that delivers personalized handwritten notes and gifts. With a mission to make every customer feel like a VIP, Inkpact stands out by employing a diverse community of over 1,500 scribes across the UK/US to craft these messages, providing meaningful work opportunities for many, including those overcoming personal challenges.

Role Summary

  • Drive client success, expand existing Annual Recurring Revenue (ARR) from £500k to £1m.
  • Ensure the triumphant execution of campaigns, focusing on ideation, tracking, retention, and renewals for prestigious brands.
  • Lead the expansion of the CRM Leaders Club, aiming to grow membership from 200 to 500.
  • Devise and manage the LinkedIn marketing strategy.
  • Create and implement a customer advocacy programme for the top 10 brands.

Role Requirements

  • Proven Account Management/Customer Success Management experience, with a bonus for retail or luxury brand background.
  • Demonstrated success in meeting ARR sales targets.
  • An enthusiastic, proactive approach, ready to tackle diverse challenges for client success.
  • A metrics-driven mindset to ensure the success of our clients.
  • Experience in retail/luxury brands is advantageous.
  • Marketing experience is beneficial.
  • Sales training experience, particularly in leading sales/commercial teams, is desirable.

This is an exciting opportunity to join a fast growth, award winning start-up. At Inkpact we work with global brands such as John Lewis, Farfetch, Sweaty Betty, BrewDog and many more. We enabling them to drive sales and Customer Lifetime Value (CLV) by offering a unique CRM platform, sending triggered, handwritten notes and gifts across their customer journey. We help them treat their top customers like the VIPs they are. 

THE BEST BIT – although a tech company, our notes are handwritten by over 1,500 people (our scribes) in the UK/US. Our tribe is made up of a diverse group of humans; including single parents, those recovering from illness, and many more. 

We are looking for someone who is innately commercial, amazing at building relationships and can work with premium brands. They need to love tracking clients KPIs, understanding their objectives and doing what it take to make them succeed. This person isn’t afraid of sales, can upsell, cross sell and renew contracts. This person also has the unique opportunity to build and grow our prestigious CRM leader's community of 200 of the best in the world marketeers, a very exciting and crucial project for the business. 

This is a unique role that is responsible for the success of our clients, growing our existing ARR, shouting about our success and owning our CRM leaders club.


  1. Client partners growing existing ARR from £500k-£1m
  2. Successful delivery of campaigns, ideation, tracking, retention and renewals for brands like Farfetch, ME+EM, Sweaty Betty etc. 
  3. Ownership of our CRM Leaders Club, formalising and growing from 200-500 members.
  4. Ownership of LinkedIn marketing strategy 
  5. Develop customer advocacy programmewith top 10 brands 

REPORTING TO: Charlotte, our CEO 


  • AM/CSM experience. (retail or luxury a bonus) 
  • ARR sales experience with tangible targets met. 
  • A go-getting, make stuff happen, personality to do whatever it takes to help our clients succeed, pull off our events and deliver for our clients 
  • Love for metrics and performance our client's success counts on it! 


  • Experience in retail /luxury brands. 
  • Marketing Experience 
  • Sales training experience in leading sales/commercial teams. 

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