Enterprise Customer Success Manager

Company \- io.tt

Location \- London, UK

Role \- Enterprise Customer Success Manager

About io.tt:

Our connected products platform, called io.tt, is powering billions of ‘connected products’ in more than 130 countries across fashion, beauty, drinks, FMCG and pharma for some of the world’s biggest brands. We started with marketing use cases but have since grown quickly based on lots of incoming legislation requiring QR Codes and/or NFC on products to tell stories, prove authenticity, capture data and generate insights.

The Role

As Enterprise Customer Success Manager, you will be responsible for ensuring our customers successfully launch, adopt and expand their use of the io.tt platform.

Acting as a trusted advisor to some of the world’s leading brands, you will help customers maximise the value of connected products while identifying opportunities to expand their use of the io.tt platform.

You will own the customer relationship post\-sale, driving onboarding, adoption, retention and expansion.

We’re looking for someone who enjoys building structure, creating processes and proactively driving outcomes. You’ll work closely with Commercial, Product and Solutions teams to help shape and scale the Customer Success function as the business grows.

Success in this role will be measured through customer retention, platform adoption, customer satisfaction and expansion revenue. For the right candidate, there is an opportunity to progress into a leadership role as the team expands.

Key Responsibilities:

· Own the onboarding process for new customers, ensuring a smooth transition from Sales to Customer Success.

· Build strong relationships with stakeholders across marketing, digital, packaging and supply chain teams.

· Drive customer adoption through training, guidance and best practice.

· Own customer renewals and identify opportunities for account growth.

· Conduct regular business reviews and act as a trusted advisor to customers.

· Monitor customer engagement and platform adoption, identifying risks and growth opportunities.

· Develop scalable customer success processes and reporting frameworks.

· Capture customer feedback and help shape future product development.

Experience, Skills \& Preferred Attributes

· 4\+ years in Customer Success, Account Management or a similar SaaS role.

· Experience managing enterprise customers and senior stakeholders.

· Proven track record of driving customer retention and growth.

· Highly organised, proactive and commercially minded.

We also value people that are

· Collaborative and enjoy being together. As such, we require our team to be in the London office a minimum of 3 days per week.

· Proactive, organised and comfortable working autonomously.

· Curious, commercially minded and eager to learn.

What we’ll do for you

· Holiday: 20 days \+ festive shutdown. Extra 1 day of holiday per completed year of service (capped at 5 days).

· Vitality health insurance (post\-probation).

· Employee Assistance Programme (EAP).

· Cycle to Work scheme.

· 1 week work from anywhere (on UK time).

· Dog\-friendly office.

· Regular team events.

Work Location: Hybrid remote in Old Street

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