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Constructor.io powers product search and discovery for some of the largest retailers in the world, serving billions of requests weekly. The company is Series B-funded, doubling year-over-year, and differentiates itself by focusing on metrics over features and reinventing search and discovery as a machine learning challenge to improve revenue outcomes.
As a Senior Customer Success Manager, you will own the complete customer journey from project kick-off through launch, adoption, and ongoing value realization. You'll ensure enterprise customers achieve meaningful business outcomes and remain delighted with the partnership.
Key responsibilities include:
- Own the customer journey end-to-end, ensuring customers achieve meaningful business outcomes and are delighted with the partnership.
- Build trusted relationships across complex enterprise organizations, engaging confidently with engineers, data and product teams, Heads and Directors of Ecommerce/Digital/Product/Technology, and VP/C-level executives.
- Understand customer goals, priorities, and influence across different personas; align technical and business stakeholders around shared success plans.
- Translate technical concepts, product capabilities, and performance data into clear business value, connecting Constructor's work to conversion, revenue, customer experience, and operational efficiency outcomes.
- Plan and lead effective QBRs and EBRs that communicate measurable impact, facilitate strategic conversations, make recommendations, and align stakeholders on priorities.
- Identify risks, blockers, and changing priorities early; lead escalations with clarity and urgency by defining business impact, engaging internal teams, and maintaining customer confidence.
- Advocate for customer needs while exercising judgment about engineering involvement, request prioritization, and alternative solutions.
- Provide proactive, strategic recommendations using customer insights, performance data, and ecommerce best practices.
- Maintain clear success plans, stakeholder maps, account documentation, training materials, and agreed actions.
- Partner with Account Management to support retention and growth by demonstrating value, strengthening executive relationships, and identifying expansion opportunities.
- Continuously improve onboarding, integration, and support processes by sharing repeatable best practices.
Requirements:
- Based in UK.
- At least three years of experience managing relationships with enterprise customers in Customer Success, Account Management, Solutions Consulting, or similar customer-facing role.
- Experience working with complex enterprise organizations and building trusted relationships with stakeholders ranging from technical teams and product leaders to Ecommerce Directors, VPs, and C-level executives.
- Strong executive presence and confidence to lead strategic customer conversations, including QBRs and EBRs.
- Strong influencing and stakeholder-management skills, including ability to create momentum and drive progress without direct authority.
- Strong problem-solving skills, intellectual curiosity, and ability to learn quickly in a fast-moving, technically sophisticated environment.
- Experience in ecommerce, digital commerce, search, product discovery, or related field is highly valued.
