Club (formerly Brandbassador)
Senior Customer Success Manager
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About Club
At Club, we help some of the world's biggest consumer brands build thriving ambassador communities that generate content, sales and genuine customer advocacy.
Our platform powers brands including Celsius, Optimum Nutrition, Daniel Wellington, Desenio, Bethesda, NA-KD and hundreds more across fashion, beauty, food, fitness and lifestyle.
One day you might be helping a global brand launch a creator campaign across ten countries. Then next you'll be solving an integration challenge with a customer's development team or showing a CMO how their community generated thousands of pieces of content and millions in tracked revenue. No two days are the same.
We're also building what we believe Customer Success will look like over the next five years. AI isn't something we're experimenting with. It's become part of how we work every day. We're redesigning Customer Success around Claude, automation and intelligent workflows so our team spends less time on repetitive tasks and more time solving meaningful customer problems.
If you're excited by technology, love building relationships and want to help shape the future of Customer Success, you'll fit right in.
About the role
This isn't a traditional Customer Success Manager role. We're looking for someone who combines exceptional relationship management with technical curiosity and AI capability.
You'll own a portfolio of strategic enterprise customers across multiple markets. You'll become a trusted advisor to senior stakeholders, solve complex technical challenges, identify commercial opportunities and use AI to improve customer outcomes while increasing your own capacity.
Building great customer relationships is expected. Using AI to make yourself and your team dramatically more effective is what will set you apart.
What you'll do
- Own a portfolio of enterprise customers with responsibility for retention, expansion and customer health.
- Build trusted relationships with senior stakeholders and become their strategic partner.
- Lead Business Reviews on request, Success Planning and executive conversations.
- Monitor customer health, adoption, ROI and commercial performance.
- Identify churn risks early and create recovery plans before problems escalate.
- Spot expansion opportunities and partner with Sales to grow existing accounts.
- Troubleshoot technical issues including integrations, discount codes, affiliate tracking and platform configuration.
- Work closely with Product, Engineering and Integrations to resolve complex customer challenges.
- Build bespoke reports and translate data into clear recommendations customers can act on.
- Keep CRM records, success plans and account documentation accurate and up to date.
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AI is part of the job. This is not a company where AI is optional. We expect every Senior CSM to use AI every day to improve how they work.
You'll be expected to:
- Utilise Claude Code and skills to enhance customer management.
- Create AI workflows that remove repetitive manual work.
- Develop prompts that produce consistent, high-quality customer communications.
- Turn customer knowledge into reusable AI resources for the wider team.
- Find new ways to increase capacity without sacrificing quality.
- Share successful AI workflows and skills so the whole team benefits.
The goal is simple: spend less time on admin and more time creating value for customers.
What we're looking for
Essential
- 5+ years in Customer Success, Account Management or a similar customer-facing SaaS role.
- Experience managing complex enterprise customers.
- Strong commercial mindset with a track record of retaining and growing accounts.
- Confident presenting to senior stakeholders and executives.
- Excellent written and verbal communication.
- Highly organised with strong prioritisation skills.
- Comfortable analysing data and turning insights into action.
- Curious about AI with proven experience using tools such as Claude Code to improve productivity.
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Bonus points
- Experience with Shopify, eCommerce or marketing technology.
- Experience working with APIs or software integrations.
- Metabase, SQL or data analysis experience.
- Experience building AI workflows and automations using tools such as Claude Code and n8n.
How we'll measure success
Within your first 12 months you'll:
- Build strong executive relationships across your customer portfolio.
- Deliver high retention and expansion performance.
- Reduce manual work through AI and automation.
- Introduce reusable AI workflows and skills that improve how the wider Customer Success team operates.
- Improve customer health and engagement across your accounts.
- Raise the standard for how Customer Success is delivered at Club.
Why Club?
Customer Success is changing rapidly. We believe AI will create the biggest shift our profession has ever seen.
We're building a team that embraces that change instead of fearing it. If you're the kind of person who constantly asks, "How could AI do this better?", you'll fit right in.
Benefits
- Competitive salary - we pay well & reward performance.
- 20 days annual leave, plus up to 5 additional days based on length of service, in addition to bank holidays.
- 12 Club Days each year – dedicated monthly days - we call them ‘Club Days’ where the whole company takes a step back from day-to-day work, resets, relaxes, plans, and prepares for the month ahead. A perfect day for life admin so you can enjoy your weekends.
- Fully remote working, giving you the flexibility to work from wherever you’re most productive.
- Company socials to connect, celebrate successes, and have fun as a team.
- Equity opportunities, giving you a genuine stake in the company’s future success.
- A collaborative, supportive, and enjoyable team culture where your contributions make a real impact.
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Jessica, London
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