Current opportunities
Creating a better workplace, for everyone
We are committed to creating a workplace of equality and inclusivity. We’re proud of our team, so we want them to feel proud to work here. Every individual, along with their own values and passions, is welcome within our team.
From hiring diverse talent to developing yours, everyone is treated with the respect they deserve in order to thrive.
Want to know how we handle your data during a job application process? Read our Job Applicant Privacy Policy here
Customer Success Manager – EMEA
Posted 2nd March, 2026
Purpose of the role: Driving customer lifetime value from the Proximity platform.
Reporting to the Head of Customer Success, the EMEA Customer Success Manager (CSM) is responsible for ensuring that our customers realise maximum value, and receive an exceptional experience from the Proximity platform and associated services.
You will guide customers from the sales process through to long-term adoption, acting as a trusted advisor throughout their lifecycle. This role focuses on building strategic, lasting relationships while driving onboarding excellence, user adoption, account growth, and overall customer health.
As the primary point of contact, you will support clients across onboarding and training, ongoing account management, performance monitoring, and renewal and expansion opportunities – ensuring that customers achieve measurable success with the platform.
You will inspire our customers, nurture the Proximity relationship with them, and drive business growth.
Key Responsibilities
You will:
- Lead effective customer onboarding, delivering engaging and inspirational end-user training, and supporting change planning and software implementation in partnership with the Delivery and Implementation teams
- Build and nurture strong relationships across multiple levels within each customer organisation
- Monitor customer performance through ongoing analysis of data and feedback, driving retention and contributing insights to inform the product roadmap
- Maximise product adoption across features, ensuring clients fully realise the value of the platform and keeping benefits front of mind
- Take full ownership of customer success, identifying opportunities to strengthen engagement and drive growth
- Proactively track customer performance and recommend innovative ways to enhance outcomes using new and existing product features
- Partner closely with the Sales team to support renewals and identify expansion opportunities
- Prepare for and lead weekly client meetings to ensure delivery against the brand’s strategic roadmap
- Lead Quarterly Business Reviews, delivering performance insights, sharing best practices, and aligning on clear growth priorities
- Translate data into actionable insights and execute against agreed recommendations
- Champion the voice of the customer, providing input into product, marketing, and sales initiatives
- Identify opportunities to improve and streamline systems and processes to continuously strengthen the Customer Success function
- Create, refine, and distribute documentation for both internal and external audiences
- Maintain a deep understanding of customer needs, product capabilities, use cases, and industry best practices
About You
- 2+ years’ experience in Customer Success, Relationship Management, Account Management, Retail, or a similar client-facing role
- A proven track record of driving measurable outcomes through data-led insights and performance analysis
- Experience managing relationships across both SMB and large enterprise customers
- Exceptional communication skills, with a highly organised, collaborative, and detail-oriented approach
- Empathetic and positive, with a genuine desire to help customers achieve their goals
- Strong understanding of the retail sector and/or retail service technology
- Demonstrated experience leading and supporting retail brands through change management initiatives, ensuring successful adoption and implementation
- Salesforce experience is advantageous
- Comfortable operating in a fast-paced startup environment – adaptable, proactive, and willing to wear multiple hats
- Fluency in French, Spanish, Italian, or German is desirable, given our European luxury retail client base
The culture you’ll be contributing to is shaped by our values:
Connect: We believe in connecting to get closer to our customers, partners and colleagues
Inspire: We believe in inspiring as a way of embracing the ever-changing world around us, working for a better future
Nurture: We value the spirit of nurturing because it embodies the essence of building successful relationships
Collaboration: We value collaboration as it is vital to the success of our customers, teams and colleagues
Freedom: We value freedom as we want our employees to achieve success and the ability to fulfil their potential both internally and externally.
Email CV & cover letter to: hr@proximityinsight.com
