Prism Digital
Customer Success Manager
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Customer Success Manager | POS, Payments & Implementation | Cashless Infrastructure for Events Across Multiple Markets
Salary: £55,000 - £60,000
Location: Hybrid, West London
Our client builds POS and payments infrastructure for festivals and major events in multiple countries, handling cashless transactions and multi-vendor management for organisers who need it to work without fail on the day. They're hiring a Customer Success Manager to own each client account end to end.
You'll be the single point of contact for each account you own, from signed contract through go-live and into steady state. You'll build the implementation plan and the master timeline, brief the Implementation, Customer Support and Logistics & Operations teams on what's needed and by when, and hold them to it, without any of them reporting to you directly. You'll join technical demos to support pre-sales, train the client's users before launch, and be on-site for go-live, resolving issues and keeping things moving when it matters most.
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You'll report to the Head of Customer Success and work hybrid from a West London office, with travel to sites for go-lives, including some evenings and weekends around events.
Non-Negotiables
- Project management or customer success / account management experience, ideally in SaaS, POS, payments or events/hospitality technology
- Track record owning a customer relationship as the single point of contact
- Experience delegating to and holding cross-functional teams accountable without direct line authority
- Confidence handling payments, invoicing and rev-share conversations directly with clients
- Willingness to travel and work on-site for go-lives, including some evenings and weekends
What You'll Work With
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- CRM / ticketing and project management tools (HubSpot ideal)
- Multi-vendor cashless payment systems
- Implementation, Customer Support and Logistics & Operations teams
- Service Level Agreement (SLA) monitoring and reporting
Nice to Haves
- Background in events, hospitality or ticketing technology
- Experience supporting pre-sales, including joining technical demos
Why Join / Projects
You're the face of the business to every client you own, not one voice among several on an account team. The clients on your patch run live events in multiple countries, so no two go-lives look the same. The work runs from calm planning sessions in the office to being the one on-site keeping a launch on track under real pressure. It's end-to-end ownership: you scope it, plan it, delegate it, deliver it, and stay accountable for it long after the event's over.
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