Vita Mojo
Senior Client Success Manager
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Senior Client Success Manager
Location
- Central London (Hybrid remote - 2 days a week in office)
Why Join Us?
If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars, and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.
Our Vita Mojo DNA
We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic, and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.
About the Role
Your Mission as a Senior Manager, Client Support
We’re looking for a Senior Client Success Manager to take ownership of a mixed portfolio of mid-market and enterprise clients, acting as a trusted advisor who drives measurable value, long-term retention, and commercial growth.
You’ll join a scaling Client Success team at a pivotal moment for Vita Mojo—helping to build the processes and relationships that will define how we serve clients as we grow. With a commercially minded, consultative approach, you’ll ensure clients realise the full value of the Vita Mojo platform while contributing to net revenue growth and the maturity of our CS function.
This is a role for someone who wants to:
- Own real client relationships
- Build their enterprise chops
- Grow into a more senior position as Vita Mojo scales
You will:
- Partner closely with your clients, delivering impactful conversations that engage stakeholders from C-suite to operations.
- Report directly to the Head of Client Success.
- Collaborate across the Client Success team and with departments throughout Vita Mojo to deliver exceptional results and elevate the client experience.
The Day-to-Day
Working in a scale-up means things often change, and we adapt to the growing and changing needs of the business. Below is the bulk of the role, but this may evolve based on your development, aspirations, and the team’s needs.
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🎯 Client Portfolio Ownership
- Manage a portfolio of mid-market and growing enterprise clients, developing a deep understanding of their operations and business goals
- Proactively share product updates and new releases relevant to your clients, framing them in terms of value they unlock
- Lead Executive Business Reviews (EBRs) that demonstrate ROI and align the Vita Mojo roadmap to client priorities
- Own renewals across your portfolio:
- Identifying risk early
- Building compelling cases for continued and expanded investment
- Identify and pursue upsell and cross-sell opportunities where genuinely beneficial for the client
🤝 Stakeholder Relationships
- Build trusted, multi-threaded relationships across your accounts:
- From operations teams to senior leadership
- Engage confidently with C-suite contacts (especially for renewals and strategic reviews)
- Act as the first line of escalation, communicating clarity and empathy under pressure
- Seek ways to expand your sector knowledge via trade shows, webinars, and client visits
📊 Data & Insight
- Stay close to the numbers—our clients’ success is our success
- Spot patterns and risks early, addressing root causes rather than symptoms
- Feed client insights into:
- Product
- Engineering
- Sales
- Provide evidence and frontline context
👥 Team & Company
- Contribute to improving CS processes, playbooks, and tooling
- Support junior CSMs with challenges and share knowledge across the team
- Retain and grow SaaS revenue through consultative, value-led engagement
About You
You’re an experienced CSM who’s been around the block in B2B SaaS. You know what great client success looks like and thrive in driving it in a fast-moving scale-up where you can shape processes.
✅ Must-Haves
- 4+ years in B2B SaaS customer success, with at least 2 years in a Senior CSM role
- Proven track record managing £1m+ ARR across mixed mid-market and enterprise clients
- Experience with complex, business-critical software for data-dependent client decisions
- Comfortable working in a scaling CS function where no two days are the same and playbooks are evolving
- Skilled in building genuine client relationships (trusted by operations and senior stakeholders)
- Commercially sharp, consultative, with an understanding of net revenue retention and reducing churn without hard selling
- Confident using Salesforce, Gainsight, and data dashboards to manage and present client health
- Team player who is curious, proactive, and unafraid to flag issues internally
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✨ Bonus Points
- Experience in hospitality tech or service-driven industry
- Exposure to franchise or multi-site operators
- Experience on international client portfolios
Our Benefits and Ways of Working
Culture & Flexibility
- Operate a hybrid model with two mandatory in-office days weekly. Flexibility outside this allows automation of personal appointments, family needs, or focus work—mindful of collaboration and business priorities.
- Open, inclusive, and supportive culture.
Health & Wellbeing
- Private Healthcare via Vitality Health, including:
- Fast access to high-quality care
- Wellbeing resources
- Vitality Programme
- Group Life Assurance through Legal & General
- Financial protection and wellbeing support for loved ones
- Income Protection via Canada Life
- Financial assistance when unavailable due to long-term illness or injury
Professional Growth
- Learning & Development support for:
- Transferable skills
- Role-specific growth
- Professionally enhancing learning (not strictly tied to current role).
Leave & Work-Life Balance
- Holiday Allowance: 25 days/year (plus public holidays), increasing to 28 days after each full year of service.
- Carer’s Leave: One-week paid leave annually.
- Parental Leave:
- Primary Caregivers: 16 weeks full pay + 16 weeks at 50% pay (after 3 months employment).
- Secondary Caregivers: 4 weeks full pay + 2 additional weeks (after 3+ years service).
- Health Leave: 12 days fully paid sick leave annually.
- Birthday Leave: A full paid day off to celebrate.
Social & Office Perks
- Regular team socials (monthly drinks, quarterly offsites).
- Dog-friendly office.
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