Customer Success Manager - London

About SoPost

SoPost is a leading digital product sampling platform that enables brands to reach and engage consumers through targeted, data-driven product experiences. Our technology allows brands to deliver physical products directly to consumers through digital channels, turning sampling into a measurable marketing channel.
Today we work with more than 200 global brands, including many of the largest beauty and CPG companies in the world.
Our growth has been recognised across the industry:

• Top 50 in the Sunday Times Tech Track 100
• Winner of the Queen’s Award for Enterprise: International Trade
• Named in the Sunday Times Top 100 Places to Work

While our technology is central to what we do, our success is driven by the strength of our commercial team and the quality of the relationships we build with global brands.

We are now looking to expand our commercial team in London.


The Role

The Customer Success Manager role will take ownership of a portfolio of brand partners across the EMEA region, helping them get the strongest possible value from their partnership with SoPost.

This is a hands-on Customer Success role that combines excellent campaign delivery with confident, commercially minded account management. You will be responsible for ensuring campaigns run smoothly, but also for understanding each brand’s objectives, building strong relationships, identifying risks and opportunities, and turning performance insight into recommendations that support retention and future growth.

You will work closely with Brand Partnerships to support account planning, retention and expansion, and ensure our brands experience SoPost as a strategic partner, not just a campaign provider.

Operational excellence remains central to the role. The successful candidate will need to be highly organised, detail-oriented and confident managing multiple campaigns, timelines and stakeholders. What will set them apart is their ability to connect that operational delivery back to customer value, account health and commercial opportunity.

This is a hybrid role based in London, with a minimum of two days per week in the office.

Hiring Process

The hiring process may change slightly depending on a number of factors. It is generally a multi-step process as indicated. If you pass one stage, you will proceed to the next.

We believe that the successful recruitment for any role at SoPost is as much about giving you the opportunity to find out about us and our company as it is about us finding out about you and your capabilities. We want you to be as excited about joining SoPost as we are about being here!

With that philosophy in mind, we will be running the following selection process to ensure that each candidate is given a comprehensive view of what we are all about. Please note that applications are reviewed and interviews are conducted on a rolling basis, so don’t wait to apply!

Please let a member of the team know if you require any adjustments to the process, or include this in your application form.

Stage 1: A 30 minute video call with our Customer Success Team Lead who will review your CV, explore your motivations for applying, and discuss what excites you about the role. You’ll also have the opportunity to ask any questions you may have about the position, or SoPost.
Stage 2:(Part 1) You will be asked to complete a pre-interview task.(Part 2) You will be invited to present your solution to members of our Senior Team. This may be virtual or in person, depending on your location. Please note if we are unable to conduct the panel interview in person, you may be invited to an additional in-person stage before the final interview.
Stage 3: A virtual call with our Founder & CEO, Jonny.

References & Offer: We will make a formal offer, subject to references.

Responsibilities

Key Responsibilities

• Own the success, health and growth potential of a portfolio of EMEA brand partners, building strong relationships and understanding each account’s objectives, priorities and risks.
• Lead post-sale campaign execution across onboarding, timelines, asset coordination, setup, troubleshooting, reporting, fulfilment coordination and internal stakeholder management.
• Advise brand partners on digital sampling best practice, including audience quality, consumer journeys, data capture, measurement and reporting.
• Monitor live campaign performance, identifying risks, trends and optimisation opportunities, and working with internal teams to resolve challenges quickly.
• Translate campaign results into clear, commercially relevant insights that help brands understand performance, value and recommended next steps.
• Partner with Brand Partnerships by sharing account insight, customer needs, retention risks and expansion opportunities that support account planning and long-term growth.
• Maintain strong account visibility through HubSpot and internal documentation, ensuring customer context, feedback and key actions are clearly captured.

Requirements

Essential Skills

This role requires someone who can combine strong operational delivery with confident, commercially minded customer management. You should be able to manage detail, build trusted relationships, interpret performance data, and help brands understand how to get the best value from SoPost.

The skills mentioned below are required for this position.

• 2-4 years’ experience in Customer Success, Account Management, Campaign Management or a similar client-facing role.
• Strong organisational skills, with the ability to manage multiple accounts, campaigns and deadlines at once.
• Excellent communication and relationship-building skills, with the confidence to advise, challenge and influence brand partners.
• Commercial awareness, with an understanding of how strong delivery, insight and customer relationships support retention, expansion and long-term account value.
• Analytical mindset, with the ability to turn campaign performance and customer insight into clear recommendations.
• Strong problem-solving skills, with the ability to identify risks early and work with internal teams to resolve challenges.
• Experience in digital campaigns, beauty, CPG, sampling, media, CRM or project management tools would be advantageous.

What Great Candidates can clearly demonstrate

The successful candidate will be organised, analytical and relationship-led, with the ability to manage detail while keeping sight of the bigger picture. You should be comfortable advising brands on best practice, challenging constructively where needed, and using data and insight to guide stronger outcomes.

Success in This Role

Successful candidates will:

• Build strong customer relationships at all levels
• Quickly develop a deep technical understanding of our platform
• Deliver excellence throughout all interactions with our customers
• Communicate brilliantly externally and internally and solve problems quickly and effectively
• Deliver persuasive commercial presentations
• Consistently expand the value of existing brand partnerships

Benefits

What we will offer you:

• Competitive salary
• 25 days of annual leave, plus bank holidays and three additional days over Christmas and New Year when all SoPost offices are closed
• One 'Life Moment' per year of additional leave, which you can define, it could be your child's first day at school, a house move, or your birthday
• Quarterly wellness allowance
• After 5 and 10 years (in your 6th and 11th years), the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever inspires you
• Commitment to growing your professional development, with a training budget to support that commitment, including study support
• Participation in our annual bonus plan and pension scheme
• SoPost Me Anywhere — work anywhere in the world for two weeks per year
• Enhanced maternity leave pay
• Dog-friendly office — bring your best friend to work with you
• Social events (monthly team lunches, quarterly drinks, and team-building activities)
• Medical cash plan — a health benefit that helps cover the cost of routine healthcare by reimbursing you for everyday essentials like dental care, optical appointments, and physiotherapy
• Employee Assistance Programme — 24/7 access to confidential support, counselling services, and expert guidance on wellbeing, finances, and mental health