The Company:

Marigold is a fast-growing marketing technology company helping growing businesses build stronger customer relationships through its three core platforms: Emma, Campaign Monitor, and Vuture. We deliver powerful tools for email, SMS, and marketing automation that elevate engagement and drive real results. Marigold is headquartered in Nashville, Tennessee with offices in Sydney and London.

The Role:

This position is under our Vuture product. We’re looking for a Senior Customer Success Manager to manage and grow relationships with our professional services customers on our SaaS platform. This role is suited to someone who thrives in building and cultivating relationships by combining strong product understanding and identifying commercial opportunities. You’ll be responsible for driving adoption and best practice, leading renewals and upsell opportunities, and owning customer satisfaction. You’ll act as a trusted advisor, running regular account meetings and strategic reviews to ensure we are delivering value aligned to customer objectives. The role can be remote, with some travel required to meet customers or attend events. Most travel is expected to be UK based.

What You’ll Do:

• Responsible for the management of a portfolio of customer accounts to foster long-term business relationships. You’ll be their trusted advisor to fully understand their needs, drive and articulate value, and find ways to solve or simplify any pain points.

• Own renewals and upsell opportunities, managing commercial discussions and forecasting against a revenue number. You’ll be measured on commercial performance on your assigned customer portfolio.

• You’ll build excellent relationships with your clients, understand their strategic goals, and develop plans to achieve those goals.

• You need to make sure our clients get as much as they can out of the system. You should be helping them to achieve their goals. You’ll give them best practice advice, ideas, training, suggestions on how to use the system, and introduce them to new features they may not be using.

• You’ll be working closely with other internal teams such as Support, Development, and Implementation teams to deal with critical customer issues.

• You’ll be monitoring the client’s health and anticipating and pre-empting problems and opportunities, documenting the relevant details in internal systems such as CRM.

• You’ll also be identifying incremental revenue opportunities.

• You’ll lead the customer renewal process end-to-end, negotiating pricing and organising reviews and approvals with the relevant internal teams such as Finance and Legal.

About You:

You are an exceptional communicator with highly refined interpersonal and presentation skills, comfortable engaging and influencing C-level stakeholders with confidence and credibility. You thrive in a high-touch, customer-facing environment and are energized by working with complex technology and nuanced business challenges. Highly organized and adaptable, you are able to prioritize effectively, manage multiple competing demands, and perform at a high level in fast-paced, high-pressure situations.

Ideal Qualifications:

• Minimum of 3 years of relevant experience in one or more of the following areas: Customer Success, Account Management, Consulting, or Marketing Delivery

• Prior experience working in a SaaS environment, ideally within MarTech; hands-on experience with email marketing platforms is a strong plus

• Solid understanding of digital marketing concepts and best practices

• Commercially minded and structured, with the ability to confidently translate product capabilities into clear, customer-focused value

What We Offer:

• Workplace Pension

• Life Assurance (Death in Service)

• Medical/Dental/Vision

• Employee Assistance Program

• Cycle to Work

• My Perks at Work

• Employee Assistance Program