Job Description

Position: Client Success Manager

Location:

London, England

Reports To:

Senior Client Success Manager

Salary Range:

30,000-40,000, plus commission and equity opportunities.

What's driving this hire:

As Chexology continues to grow its client base across new markets and industries, we're expanding our Client Success team to ensure every customer has a seamless onboarding experience and ongoing support. This role is crucial in maintaining strong client relationships, enhancing retention, and helping our clients maximize the value of our platform. With an increasing number of high-profile and international accounts, we need an additional CSM to help manage our growing portfolio and uphold our high standards for client experience. Additionally, this role will support the growth of new markets by taking on select sales development (SDR) activities and contributing to full sales-cycle initiatives as needed to ensure revenue growth and alignment between Sales and Client Success.

You'll thrive in this role if you:

Are energized by helping others succeed and take pride in delivering a top-notch client experience. Communicate clearly, listen actively, and build trust through responsiveness and follow-through. Enjoy solving problems, thinking on your feet, and adapting to different client needs. Can juggle multiple priorities without losing attention to detail. See yourself as a true partner to clients and internal teams, and care deeply about long-term relationships and results. Are excited by the opportunity to engage in proactive outreach to prospective clients and play a role in revenue-driving activities when needed.

What you'll do:

Client Support & Onboarding

Serve as an external product champion, advising clients on best practices to ensure long-term success and account growth. Coordinate account setup logistics during new client activations, including usage analysis and proactive follow-up. Conduct outbound prospecting and initial outreach to targeted leads in partnership with the Sales team (SDR responsibilities). Qualify inbound and outbound leads when needed and help transition them smoothly to the Sales team or manage the sales conversation directly when appropriate. Prepare and deliver onboarding materials, including client questionnaires, checklists, and standard operating procedures (SOPs). Travel as needed to support onsite client activations and provide in-person training and implementation support.

Client Communication & Issue Tracking

Respond to assigned client support requests and escalate issues when necessary. Monitor shared inboxes and ensure timely, accurate responses. Collaborate closely with Sales on renewals, upsell opportunities, and cross-sell initiatives, stepping into sales-cycle activities (demos, proposals, or follow-ups) when additional support is required.

Data & Systems Management

Maintain accurate client records in Salesforce and other internal systems. Track onboarding progress, renewal timelines, and key milestones in shared trackers. Log client interactions and case notes to support team visibility and continuity.

Internal Collaboration

Support the Client Success Lead and fellow CSMs with account-related tasks. Participate in weekly team meetings and provide regular updates on progress. Collaborate cross-functionally with Operations, Sales, and Product to ensure seamless onboarding and ongoing support. Share relevant client feedback to inform process and product improvements.

Resource & Content Support

Contribute to the creation and improvement of client training materials and documentation. Help maintain and update the internal knowledge base, including templates and how-to guides.

What we're looking for:

Experience in customer-facing roles such as client success, support, retail, hospitality, or other service-oriented positions. Excellent communication and organization skills. Ability to juggle multiple tasks and shift priorities quickly. A collaborative, can-do attitude with a desire to grow within the company. Enthusiasm for using data to inform decisions and a willingness to learn and navigate tools like Salesforce, Asana, and Metabase. Familiarity with tech platforms or SaaS companies.

What it's like to work at Chexology:

Chexology is a global technology company headquartered in New York City. You may have seen us on ABC's Shark Tank, where we introduced our patented software, transforming the hospitality industry by eliminating paper claim tickets--think coat check, luggage check, equipment rentals, and valet services. Our intuitive mobile app has solved major operational challenges for renowned brands like the Museum of Modern Art, Barclays Center, Live Nation, AEG Worldwide, Tao Group, Sheraton Hotel, and Montage International. We're proud to partner with museums, concert venues, sports stadiums, and hotels around the world.

Behind our innovative tools is a close-knit team of passionate individuals from diverse backgrounds. We thrive in a collaborative and respectful environment where approachable leadership and strong team values drive us forward. At Chexology, we combine our life experiences and creativity every day to create meaningful products that enhance guest experiences worldwide.

Benefits:

Medical, dental, and vision insurance with a $400 monthly employer contribution. 401(k) plan to support your long-term financial goals. Flexible PTO policy, plus holiday office closures, to recharge. Company-provided laptop and tools to help you do your best work. Enjoy virtual game days, seasonal get-togethers, and company gatherings that bring the team together to connect, unwind, and celebrate wins.

Equal Opportunity Employer

We believe diversity and inclusion mean tech leadership and teams should reflect the diversity of the United States. No employee or applicant will face discrimination or harassment based on race, ethnicity, immigrant status, color, religion, age, gender, gender identity, marital or domestic partner status, sexual orientation, disability status, or veteran status.
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