Customer Success Manager - UK

Role Summary The Customer Success Manager (CSM) at MarketMan owns a portfolio of restaurant and hospitality customers, ensuring they achieve measurable success with the MarketMan platform.

Acting as the customer's primary point of contact after onboarding, the CSM drives product adoption, builds strong relationships, owns contract renewals, and protects retention by identifying and addressing risk early.

You will help operators realize tangible value, from food cost control to streamlined back-of-house operations, while surfacing expansion opportunities and championing the customer's voice internally.

You will report to the Manager of Customer Success and work closely with Onboarding, Support, Sales, Expansion, and Product to deliver a consistent, high-quality customer experience across your portfolio.

What you will do Onboarding Handoff: Partner with the Onboarding team to take over accounts post-implementation, ensuring a smooth transition, continuity of context, and sustained momentum from setup into everyday adoption.

Customer Engagement: Build and maintain strong, trust-based relationships across your portfolio, understanding each operator's goals, challenges, and ways of working.

Driving Adoption: Encourage and facilitate adoption of MarketMan features and workflows, ensuring customers leverage the full capability of the platform, not just the basics.

Retention & Risk Management: Monitor health scores and engagement signals, act early on churn risk, and execute save and success plans that protect renewals across your book of business.

Contract Renewals: Own the renewal process for your portfolio end to end: maintain an accurate renewal forecast, engage customers well ahead of their renewal date, negotiate terms within agreed guardrails, and complete the associated administration to secure on-time renewals.

Spotting Expansion Signals: Identify signals that a customer is ready to expand their use of MarketMan (additional sites, modules, or integrations) and flag