Customer Success Manager - Retail / SaaS

Onestock Retail; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software company in London is looking for a Customer Success Manager to ensure customer satisfaction and success in using their platform. You will support clients, identify upsell opportunities, and collaborate with diverse teams. Candidates must have 3-4 years of BtoB experience in a tech/SaaS environment, excellent communication skills, and be proactive in addressing customer needs. Fluent English is required, and knowledge of additional languages is a plus. This role offers a competitive salary and flexible working environment.

Benefits

Competitive salary

Bonuses based on objectives

Meal vouchers

Flexible paid time off

Ergonomic equipment

Professional development opportunities

Qualifications

• 3-4 years experience as a Customer Success Manager in BtoB, tech/SaaS.
• Fluent English speaker, additional languages a plus.
• Ability to work with diverse teams effectively.

Responsibilities

• Support OneStock customers in the use and adoption of the software.
• Identify new customer needs and offer complementary solutions.
• Plan and conduct regular meetings with clients.

Skills

Customer support

Communication skills

Organisational skills

Proactive mindset

Team collaboration

Job description

Customer Success Manager - Retail / SaaS

CDI London

About us

Join OneStock: let’s shape the future of retail together!

Who are we?

OneStock is a French software company and the European leader in order management system (OMS) solutions. Our innovative technology bridges physical and digital retail to deliver seamless and high‑performing customer experiences.

With over 12 million orders managed annually and 10,000 stores equipped worldwide (Jules, LVMH, Petit Bateau, ba&sh…), we are dedicated to pushing the boundaries of retail tech.

Operating in France, the UK, Italy, Germany, and now the United States, we’re driven by bold ambitions and strong values:

• Agility
• Care
• Excellence

Why join us?

Working at OneStock means:

• Contributing to innovative projects tackling the challenges of modern retail.
• Thriving in a human‑scale environment (150 employees) where your ideas matter.
• Enjoying a supportive company culture, filled with fun moments (afterworks, yoga, sports, etc.).
• Benefiting from transparent communication and a flexible work environment (remote work, adjustable schedules).

Job description:

The role of CSM :

As a Customer Success Manager at OneStock, you ensure our customers’ satisfaction and success in using our software. We expect you to:

• Support: OneStock customers in the use and adoption of the software
• Build loyalty: by providing our customers with support and a high level of satisfaction
• Upsell/Cross‑sell: identify new customer needs and offer complementary solutions
• Being the voice of the customer from within by listening to their needs and expectations and relaying them to other sales, marketing, implementation, expertise, development, product and support teams.

To achieve these objectives, your missions would be to :

• Plan, prepare and conduct regular meetings with clients
• Make demos of existing modules and extensions or new software features
• Travel and meet our customers
• Write SOWs and estimates for upsells/cross‑sales
• Stay informed about current customer requests and monitor their progress
• Update current customer data in CRM
• Identifying development opportunities: new contacts, subcontractors, additional modules, new countries, extensions, etc.
• Participate in the continuous improvement of the CSM team's tools, methods and processes
• Be proactive in contract renewals
• Collect and transmit regular feedback from our customers to enable our internal teams to continually improve
• Share our clients’ success stories with the marketing team and encourage our clients to participate in different actions (case studies, testimonials, etc.)

Profile:

What we are looking for :

You are passionate about customer support and satisfaction, and you want to help transform the retail sector.

You also:

• Have 3‑4 years experience as a CSM in BtoB, in a tech/SaaS environment
• Work effectively with diverse teams and people (Sales, Product, Marketing…)
• Are proactive in identifying expansion opportunities
• Have excellent communication and organisational skills
• Speak English fluently

And as a bonus:

• You have experience in retail
• Fluent in French, German, Italian…

What we offer:

• A competitive package: fixed salary, bonuses based on individual and team objectives.
• Benefits and flexibility: meal vouchers, a generous remote work policy, flexible paid time off, additional days off (RTT)…
• Ergonomic equipment: PC, dual screens, mouse, headset… everything you need to work comfortably.
• Professional development: an HR team dedicated to ensuring the growth and well‑being of OneStockers.
• An inclusive company culture that values diversity and encourages every talent to thrive.

Recruitment process:

At OneStock, we value your time and commitment. Our process is simple:

• HR interview to assess your alignment with our values and your motivation.
• Interview with your future manager to evaluate your technical skills and fit for the role.
• Technical test to analyse your expertise and ability to solve complex problems.
• Final interview to assess your potential to grow and succeed within the team and the company.

We’re waiting for you!
Apply now and become a key player in transforming retail.