Customer Success Manager - Loyalty MarTech

• A proven Customer Success Manager or Client Services lead with experience in managing enterprise-level loyalty and engagement programmes.
• Experienced marketeer, ideally with marketing agency experience on the Account Management side.
• Digital marketing skills, idealy with hands on loyalty programme management experience.
• A strategic, commercially-minded professional who understands how to deliver value and results for clients.
• An excellent communicator with experience leading QBRs, client reviews, and stakeholder management at senior levels.
• Passionate about building strong relationships, delivering successful programmes, and being a trusted partner to clients.
• A collaborative team player who thrives in a fast-paced, high-growth environment, and is ready to help scale the function,

• A key role in a rapidly scaling SaaS company that works with global brands like Skyscanner, HelloFresh, Lebara, JD Sports, and more.
• The opportunity to own relationships with enterprise clients and deliver high-impact loyalty programmes.
• A flexible remote-first role, with a team workspace available in Manchester.
• Career progression as part of a growing customer success and partnerships function.
• Profit share, share options, and great benefits including a rewards platform and health cash plan.

• Manage a portfolio of enterprise clients, acting as their primary point of contact and strategic advisor.
• Oversee the ongoing delivery and optimisation of loyalty and rewards programmes.
• Lead regular performance reviews and QBRs, using data insights to inform recommendations.
• Coordinate with internal teams (marketing, partnerships, product, and tech) to ensure smooth delivery and client satisfaction.

• Collaborate with the partnerships team to source, onboard and manage affiliate merchant offers that align with client goals.
• Help ensure that offers are relevant, high-performing, and brand-aligned, contributing to programme engagement and ROI.

• Identify opportunities to grow client accounts through upselling, renewals, or added services.
• Ensure programme performance is linked to client KPIs and helps drive measurable business outcomes.

• Support the Head of Customer Success in driving best practice across the team.
• Help mentor junior CSMs and contribute to internal process improvement and knowledge sharing.

• 5+ years’ experience in a Customer Success, Markeyting Agency Account Management, or Client Delivery role within Martech SaaS, loyalty tech, or marketing services.
• Experience working with affiliate partnerships or managing loyalty content/offers.
• Strong understanding of customer loyalty, engagement, and lifecycle marketing.
• Excellent client-facing skills and a track record of building relationships at a senior level.
• A data-led mindset — confident using dashboards, analytics and insights to guide performance.
• Experience delivering QBRs, running workshops, and managing performance improvements.
• Commercially aware — able to spot upsell opportunities and guide clients to long-term success.
• Highly organised and detail-oriented, with the ability to manage multiple complex programmes.
• A confident presenter, able to communicate clearly to both internal and external stakeholders.

• Competitive base salary + bonus
• Profit share and equity options
• Remote-first working policy
• Optional Manchester workspace
• Pension scheme
• Health cash plan
• Access to Propello rewards programme
• Generous holiday allowance
• Ongoing learning & development opportunities

Propello Cloud