Customer Success Manager (CSM) - UK

About Giftify

Giftify is a global leader in customizable gift card solutions, partnering with over 400 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.

Role overview:

As a Customer Success Manager (CSM) – UK, you will be the primary point of contact for our clients in the region, ensuring they maximize the value of Giftify's solutions. You will build strong relationships, drive client satisfaction, and identify opportunities for account growth. Reporting to the Head of Client Success, you will play a key role in ensuring long-term client success and retention.

Key Responsibilities

• Client Relationship Management: Act as the main point of contact for clients in UK, ensuring high satisfaction and strong engagement.
• Customer Adoption & Value Realization: Work proactively to ensure that clients fully understand and gain value from our product. Focus on onboarding, training, and ongoing support to boost product adoption and satisfaction
• Revenue Growth & Sales Focus: Managing the financial aspects of the client relationship: boosting cards sales and identify upsell opportunities for Giftify's products and services.
• Client Advocacy: Capture client feedback and collaborate with product, legal, finance, and implementation teams to enhance the customer experience.
• Performance Monitoring: Regularly review client performance, provide insights, and suggest improvements.
• Process Optimization: Support the development of best practices and contribute to process improvements in customer success.
• Regular Communication: Organize client meetings, performance reviews, and on-site visits to strengthen relationships.
• Collaboration: Work closely with Business Development to identify expansion opportunities and support renewal discussions.
• Travel: Meet clients in person and represent Giftify at industry events in UK and Europe.

Qualifications

• At least 3 years of experience in account management, customer success, or a similar role, ideally in Tech, Payments, or a similar sector.
• Strong ability to understand client needs, solve problems, and drive long-term value.
• Excellent time management and ability to handle multiple accounts.
• Strong communication English (professional level), and preferably another European language.

• Proficiency with CRM tools (e.g., HubSpot) and data-driven client insights.
• Ability to negotiate and handle complex client interactions diplomatically.
• Experience working with cross-functional teams to support customer success.
• Willingness to travel within UK and across Europe as needed.

Why Join Us?

• Work in a dynamic and international environment with over 25 nationalities.
• Play a key role in shaping the customer success function in a growing fintech company.
• Enjoy competitive salary and benefits, plus opportunities for career growth.
• Be part of a team that values strong client relationships and long-term success.

If you're passionate about customer success and thrive in a fast-paced, client-facing role, we'd love to hear from you!