Hybrid Technical Customer Success Manager, MarTech, SaaS, AI

at Boldspace

• Job title: Technical Customer Success Manager, MarTech, SaaS, AI
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Technical Customer Success Manager guiding customers in using Boldstream™ for marketing data insights. Owning onboarding, retention, and customer success in a data-driven agency environment.

Responsibilities

• Serve as a primary point of contact for Boldstream™ customers, owning onboarding, technical enablement, adoption, and long-term success
• Develop a deep understanding of customers’ marketing, brand, communications, and performance data, and guide them in using Boldstream to answer real business questions
• Interpret and explain marketing analytics, dashboards, and data outputs, helping customers understand what the data means and how to act on it
• Support customers with the technical configuration of the platform, including data sources, integrations, reporting structures, and workflows
• Monitor platform usage, data quality, and customer health signals; proactively identify risks, opportunities for optimisation, and expansion potential
• Deliver product training, technical walkthroughs, workshops, and demos tailored to different stakeholder groups (marketing, analytics, leadership)
• Act as a technical escalation point for customers, working closely with analytics, product, and operations teams to resolve issues and improve outcomes
• Capture structured customer feedback, usage patterns, and data challenges, and translate these into actionable insights for the product roadmap
• Partner with commercial and leadership teams on renewals, upsell, and expansion conversations, grounded in demonstrated customer value
• Maintain accurate account documentation and contribute to reporting on KPIs such as engagement, retention, NRR, and churn
• Help define and refine scalable Customer Success processes as the platform and customer base grow

Requirements

• 4+ years’ experience in a Customer Success, Technical Account Manager, or Account Management role within SaaS, marketing technology, analytics, or a data-driven agency environment
• Strong understanding of the marketing and communications landscape, including brand performance, campaign measurement, and analytics concepts
• Comfortable working with data, dashboards, and reporting tools, and explaining complex insights in a clear, client-friendly way
• Technical curiosity and aptitude, with the ability to understand integrations, data flows, and platform configurations
• Confident communicator with excellent presentation skills and experience engaging senior stakeholders
• Commercially minded, with experience supporting renewals, expansion, or value-based growth conversations
• Highly organised, proactive, and comfortable operating in a fast-moving, evolving product environment
• Nice to Have
• Experience working with AI-enabled platforms, data analytics tools, or marketing intelligence software
• Knowledge of data integrations, automation, APIs, or reporting pipelines
• Background in a startup, scale-up, or agency environment
• Experience working closely with product and engineering teams

Benefits

• **Pensions:** a 5% employer contribution.
• **Private Healthcare:** Vitality
• **Holiday:** unlimited holiday (including all UK public holidays) – we trust our staff to take the time they need and still excel in their jobs – and days off for birthdays and moving house are guaranteed!
• **Very Flexible working**
• **Socials:** team socials regularly, chosen by the team.
• **Team retreats:** time to get to know each other away from the office.
• **Bonus:** transparent bonus structure where you can receive a % of base salary based on personal and company performance.
• **Supporting good causes:** we contribute some of our outperformance to charitable causes which the team help choose.
• **Wellness:** time within working hours every week for those that want or need it.
• **Monthly benefits budget:** £50 per month, every month, to spend on whatever you want – from a home delivered vegetable box and discounted gym memberships, to mental health support and professional coaching.
• **A CARBON NEUTRAL BUSINESS**
• Boldspace measures its performance on profit, people and planet combined. From day one, we will offset your carbon footprint entirely. The cost of this is covered 100% by the company.