Who we're looking for
We’re on the hunt for an ambitious, self-driven Customer Success Manager who’s passionate about building incredible customer experiences and driving growth. This is a role for someone who thrives on creating meaningful relationships, solving problems, and scaling processes that deliver real impact.
You’ll work at the heart of Joli, helping our customers achieve their goals, refining how they use our platform, and providing actionable insights that drive success. You’ll also collaborate with our product, marketing, and community teams to ensure we’re always improving.
What you'll be doing
Customer Success
- Education & Enablement: Develop playbooks, workshops, and training sessions to help customers unlock value from the platform and confidently work independently.
- Quarterly Business Reviews (QBRs): Lead structured, data-driven sessions to celebrate wins, identify areas for improvement, and plan the next steps for success.
- Scalable Systems: Work closely with the product team to design scalable processes for onboarding, feature adoption, and engagement—powered by automation and best-in-class tools.
- Data-Driven Guidance: Use metrics and analytics to identify churn risks, uncover upsell opportunities, and ensure customers feel supported at every stage.
Creative Strategy
- Strategic Planning: Guide clients through campaign planning, integrating the latest social media and influencer trends to deliver measurable results.
- Performance Measurement: Provide clear, actionable reports to help clients track ROI and optimize their approach.
- Industry Insights: Stay ahead of marketing, hospitality, and social trends to deliver proactive, actionable advice to our customers.
Business Support
- Customer Inquiries: Be the go-to person for customer questions—solving problems quickly and building trust with every interaction.
- Cross-Functional Collaboration: Work closely with our creator community team to gather feedback, share insights, and promote exciting new campaigns.
- Voice of the Customer: Share clear, structured feedback with Product, Marketing, and Operations to continuously refine our roadmap and improve the experience for everyone.
What we'd love to see
- 2+ years in Customer Success, Account Management or Customer Service, ideally in Tech, SaaS, Media, or Hospitality, with a proven record of delivering results.
- Strong presentation skills, with the ability to communicate metrics, insights, and recommendations clearly to senior stakeholders.
- Experience working cross-functionally with Product, Marketing, and Community teams to drive success.
- Hospitality knowledge is a strong plus—you get the industry and its unique needs.
Joli is transforming the way businesses harness the power of social media. We connect businesses with local content creators to drives bookings and sales through social media. Our innovative tech not only streamlines the entire process but also provides measurable data that was completely unavailable before.
Since our London launch in September 2022, we've been on an incredible journey, bringing together over 9,000 content creators on our platform with a 50,000+ database of creators ready to go after. Our community has created 40,000+ pieces of social media content and helped our clients reach over 43 million people.
Over 250 hospitality brands have joined us so far. From coffee shops and street food stalls, right up to national pub operators and restaurant chains.
And we're only just getting started — we have big, exciting plans to expand throughout the UK before launching internationally. But to make it all happen, we need your help
£35-42k base
Performance-based bonus
25 days holidays + bank holidays
Quarterly team off-sites / Monthly socials
Fully remote (UK-based) with optional London HQ days
MacBook
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