Customer Success Manager

Join Bambuser and help shape how Customer Success scales across a global portfolio of brands.

We are Bambuser, and we’re reshaping commerce

Video has quickly become one of the most powerful ways for brands to engage, inspire and convert consumers.

At Bambuser, we’re helping some of the world’s most recognized brands transform how they sell online through live shopping, shoppable video and interactive commerce experiences. Brands including LVMH, Audi, Sephora, Decathlon and Sonos use our platform to create richer, more engaging customer experiences and measurable commercial impact.

Now, we’re rethinking how we help a broader portfolio of customers realise that value at scale.

That’s where you come in.

About the role

As our Customer Success Manager for Scaled Accounts, you’ll own a broad portfolio of approximately 45-50 customers, with direct responsibility for their adoption, value realisation, retention, renewal and growth.

This is not a traditional high-touch CSM role built around recurring meetings with every customer. You’ll use customer health, product usage, engagement and commercial data to determine where your attention can have the greatest impact. You’ll combine automated and one-to-many engagement with targeted 1:1 support when there is a clear risk, renewal, adoption need or growth opportunity.

You’ll still fully own the customer relationship and its commercial outcomes. The difference lies in how you deliver Customer Success: intelligently, proactively and at scale.

You’ll also help us shape what scaled Customer Success should look like at Bambuser. Working with the wider CS team, you’ll develop smarter programmes, triggers, workflows and ways of working that allow us to reach more customers while maintaining a relevant and valuable experience.

If you’re excited by the combination of customer relationships, commercial ownership, data and building better ways of working, this is a rare opportunity to make your mark.

About the team

You’ll join Bambuser’s global Customer Success team and report to our Vice President of Customer Success.

You’ll work closely with Implementation, Support, Sales, Product and Engineering to help customers succeed throughout their journey with Bambuser. You’ll also collaborate with our Senior CSMs, who manage smaller portfolios of larger, more complex accounts through a higher-touch model.

Together, you’ll help build a CS organisation that gives every customer the right level of support while allowing our teams to focus their time where they can create the greatest customer and business impact.

What you’ll own

Customer success, adoption and value

• Own the success and commercial health of a broad portfolio of Bambuser customers.

• Help customers maximise the value of Bambuser’s solutions by translating our products and features into relevant use cases and measurable business outcomes.

• Monitor customer health, product adoption, engagement, attributed sales and ROI to identify risks, opportunities and common trends.

• Intervene proactively when adoption is low or declining, creating targeted plans to increase usage, improve outcomes and demonstrate value.

• Deliver targeted Business Reviews, ROI discussions, training and strategic sessions where deeper engagement will make a meaningful difference.

• Act as a trusted advisor by sharing relevant video commerce, eCommerce and industry best practices.

Scaled engagement and portfolio intelligence

• Use Salesforce, customer health scores, AI agents, product usage, data warehouses and other customer signals to prioritise your portfolio and determine where human intervention will have the greatest impact.

• Develop and deliver scalable engagement programmes such as webinars, office hours, adoption campaigns, product education and best-practice sessions.

• Use automation, AI and digital engagement tools to increase the reach and effectiveness of Customer Success while maintaining a relevant and personalised customer experience.

• Provide focused 1:1 support based on customer health, commercial value, risk or growth opportunity rather than relying on a fixed meeting cadence.

• Help shape and continuously improve Bambuser’s wider scaled CS model, including its programmes, triggers, workflows and ways of working.

Renewals, retention and growth

• Own the end-to-end renewal process across your portfolio, from early preparation and risk identification through commercial conversations and successful completion.

• Identify and address churn or contraction risks before they become renewal blockers.

• Surface growth and expansion opportunities, collaborating with Sales where appropriate while retaining owners