Customer Success Manager

Papirfly Ltd; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS company in London is looking for a Customer Success Manager to join their team. In this role, you will help customers create, manage, and distribute marketing assets effectively. The ideal candidate will have 2-3 years of experience in customer success, excellent communication skills, and a proactive attitude. You will be part of a collaborative culture that values growth and open communication while working closely with a talented team. This position offers hands-on experience and opportunities for professional development.

Qualifications

• 2-3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship building skills.
• Must be based in London and excited about working in an office-first, collaborative environment.

Responsibilities

• Understanding our customer's business problems and offering solutions through our technology.
• Build and maintain strong relationships with customers.
• Assist in driving product adoption, ensuring customers achieve their goals.

Skills

Excellent communication skills

Relationship building

Pro-activity

Curiosity

High level of organization

Job description

An Introduction to Papirfly

Empowering brands to articulate their stories is at the heart of what we do.

Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world’s most recognised brands. Our modular suite of solutions enables companies to showcase brand assets to all stakeholders, manage and create on-brand content without design experience, and maintain a fully consistent brand identity across the organisation and all customer channels.

As part of Papirfly Group, we’re shaping the future of marketing technology through innovation and expertise. With over 350 team members across eight countries, we deliver solutions that meet the real-world challenges of our customers, from simplifying content creation to seamlessly managing digital assets. Combining the strengths of Papirfly, Brandpad, Keepeek, and Adgistics, we empower businesses to drive scalable growth and foster trust and loyalty among employees and customers.

Fun fact: Papirfly is the Norwegian word for ‘paper plane’ reflecting our Nordic roots. Today, as a global company, we pronounce it ‘paper fly’.

Visit www.papirfly.com for more information.

Job Overview

Papirfly empowers over a million users at top global brands to create, manage, and distribute marketing assets with ease. Now, we’re looking for a curious, people-first Customer Success Manager to join our London team. If you have experience in SaaS customer success or account management and are eager to grow in a high-impact, collaborative environment, this is your opportunity. You’ll work closely with experienced teammates and big-name brands, helping customers thrive on our platform while building your own career in the fast-moving world of MarTech.

In return, you’ll gain hands‑on experience with a powerful platform used by leading global brands, a clear path to grow your skills in SaaS Customer Success, and ongoing support through mentoring and development opportunities. You’ll be part of a collaborative culture that values new ideas, encourages curiosity, and prioritises real impact over job titles.

Key Responsibilities

• Understanding our customer's business problems and offering solutions through our technology
• Build and maintain strong relationships with customers, supporting them from onboarding through to renewal and expansion
• Assist in driving product adoption, ensuring customers achieve their goals using the Papirfly platform.
• Coordinate with cross‑functional teams to ensure smooth, proactive customer experience.
• Host customer engagement sessions, supported by senior team members as required.
• Track and support customer goals, assisting in identifying opportunities for growth and expansion.
• Capture and share feedback to help improve our offering and customer experience.
• Bring a fresh perspective to our processes and continuously look for ways to improve how we work and serve our clients.

Knowledge and Experience Required

• 2‑3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship building skills.
• Pro‑activity, curiosity and an eagerness to learn – comfortable asking questions and proposing new ideas.
• High levels of organisation and confidence in managing multiple priorities and customer needs.
• Must be based in London and excited about working in an office‑first, collaborative environment.
• Exposure to marketing teams or marketing technology platforms (not required but beneficial).

Our values

Growth Mindset

• Our abilities and the outcomes we deliver can grow by accepting new challenges, being persistent, continuously learning and receiving feedback.

Leadership

• We are empowered to lead. We take action and motivate others around us.

Ownership

• We take pride in our dedication and commitment to our roles and responsibilities, ensuring we complete our tasks efficiently and responsively.

Openness

• We embrace transparency and openness, sharing key information and valuing each other's ideas.

Collaboration

• Together, we combine different skills and perspectives to achieve shared goals with respect and teamwork.