Senior Customer Success Manager

Ovii's Interpretation of the Role

The Senior Customer Success Manager will act as a strategic advisor for D2C merchants in the UK and Europe, driving product adoption, retention and revenue growth. The role owns the full customer lifecycle, leads QBRs, runs multi‑channel engagement campaigns and translates data into actionable business outcomes.

Role Snapshot

• Strategic advisor to D2C merchants
• Own business outcomes across UK/Europe portfolio
• Lead Quarterly Business Reviews
• Design and execute WhatsApp, Email, SMS campaigns
• Analyze performance with funnel, cohort and A/B testing
• Leverage AI‑powered automation tools
• Collaborate with product, engineering, sales and marketing
• Manage senior stakeholder relationships

Must-Have Requirements

• Customer Success Management
• Account Management
• SaaS/MarTech platform experience
• Lifecycle marketing campaign planning and execution
• Data analysis (funnel, cohort, A‑B testing)
• Stakeholder management and negotiation
• Fluent English communication
• Customer Success
• SaaS
• MarTech
• eCommerce

Nice-to-Have Signals

• Experience with AI‑powered automation tools
• Managing customers in UK, Europe, US or Australia

Work Setup

• Location: Bangalore, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own and grow revenue, retention and expansion for a portfolio of UK/Europe merchants
• Build trusted, strategic relationships with key merchant stakeholders throughout the customer lifecycle
• Lead Quarterly Business Reviews, delivering insights and growth recommendations aligned to merchant KPIs
• Plan, execute and optimize multi‑channel engagement campaigns (WhatsApp, Email, SMS) across key customer journeys
• Perform funnel, cohort and A‑B testing to surface growth opportunities and measure campaign impact
• Utilize AI‑driven tools to automate workflows, improve efficiency and generate actionable insights
• Partner with Product, Engineering, Sales and Marketing to advocate merchant needs and influence product roadmap
• Coordinate across India and UK/Europe time zones to ensure a seamless merchant experience

Good Fit If You Have

• Experience managing customers in UK, Europe, US or Australia
• Strong analytical mindset with ability to turn data into business recommendations
• Comfortable using AI tools to boost productivity and insight generation