Customer Success Manager (Maternity Cover) Contract

Position Title: Customer Success Manager (Maternity Cover) – Retail

Reports To: Global VP, Customer Success

Job Type: Fixed-Term Contract, 12 months

Location: UK, London

Contract Dates: Mid-January 2027 – Mid-January 2028 (covering maternity leave)

About The Company

The company helps marketing, operations, IT and research teams measure, predict, and influence customer behaviour across the physical and digital world. Thousands of shopping centres, airports, retailers, smart cities, universities, restaurants, and other venues rely on the company to understand and improve venue performance and create better experiences for their visitors. The company securely analyses billions of data points each month from venues across the globe.

The company’s cloud-based software platform helps venues visualise trends from digital and physical data in a single system of record. The company’s intelligent location and behaviour based communications tools are used for a variety of use cases including; marketing, alerting, security and health and safety. The company augments this technology with its Data & Marketing Services group: a team of experienced data scientists and marketing consultants who help our clients quickly and effectively get more value from their data.

Bolstered by the stability and transparency that come from being a public company, the company (ASX:BEO) aims to responsibly use technology to positively affect relationships between people and the places they visit.

ABOUT THE ROLE

Customer Success

The Customer Success function is responsible for ensuring that our clients achieve their goals with the company solutions they deploy. This fixed-term role covers maternity leave and is dedicated to servicing the company's Retail sector (retail, commercial property, leisure, stadiums, and similar venues), ensuring contract renewal, upsell and growth across that portfolio. Airport accounts remain with the core Customer Success team and are out of scope for this role.

Key Requirements

Industry & Domain Knowledge

The ideal candidate will have at least 3+ years’ experience representing a high-ticket technical product, working with senior decision makers, ideally within Retail, Commercial Property or Leisure sectors. They will be an effective communicator and organiser who can eliminate obstacles, maintain a realistic view of complex technical initiatives, and manage the customer process end-to-end. They are skilled at brainstorming, deadline-driven, organised and detail-focused. They have excellent interpersonal and communication skills. They are passionate about customer success and customer experience. This is a fast-paced, highly collaborative role that involves numerous stakeholders across multiple industry verticals.

Key Responsibilities

• Key Account Management of the company’s Retail customer portfolio, working daily with senior decision makers across:

• Retail and Leisure

• Commercial Property

• Stadiums

• Provide responses to technical or account queries, project management and client management

• Provide technical support and training for customers of the company SaaS platform

• Liaise with internal technical and account teams to solve client problems

• Consult with clients on the integration of their systems and networks with the company’s SaaS platform

• Assist the company Sales teams in the creation of customer proposals and cost estimates

• Work with the company Digital Strategy team to optimise marketing strategies, campaigns and content for customers

• Provide a smooth handover to the returning Customer Success Manager at the end of the contract, including documentation of account status and open items

Requirements

• 3+ years of commercial experience, ideally in a SaaS or technology environment

• Knowledge of Martech, CRM, BI and CMS technologies an advantage, eg; Hubspot, Campaign Monitor, Mailchimp, Hubspot, Tableau, PowerBI

• Understanding of common API protocols, e.g. REST, JSON, MQTT etc.

• Experience with PM and Service Management tools, (eg. Jira, Trello, Zendesk, Freshdesk etc.)

• Strong customer empathy and ability to communicate technical concepts to both technical and non-technical audiences

• High energy, charismatic, innovative and creative

• Persuasive communicator to build momentum and buy-in from other teams or customers

• Organizational skills to effectively manage competing projects with tight deadlines

• Exceptional team player, comfortable ramping up quickly to cover an existing account portfolio

• At home in a very fast-paced environment with a high level of autonomy

• Legal authorization to work in the UK

• Available to start mid-January 2027 for a 12-month fixed-term contract

What we Offer?

25 days Annual Leave (pro-rated for the contract term)

5 Days Personal Leave

Pension at 4% contribution by the company

1 Day Birthday Leave

Diversity and Inclusion

The company values the diversity of the people it hires and serves. We want to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported.