Customer Success Manager, Pet Media Group
£40-50k
+ Performance-based bonus
The world's largest operator of online marketplaces in the pet category
Be an early applicant
The world's largest operator of online marketplaces in the pet category
21-100 employees
Be an early applicant
£40-50k
+ Performance-based bonus
21-100 employees
Company mission
To partner with and acquire the leading pet and horse marketplaces across the world, and add value to consumers, businesses and animals alike through technology, marketing, operations and capital.
Role
Who you are
- You demonstrate quiet confidence rather than ego
- You handle emotionally charged conversations calmly. You are empathetic but firm and able to de-escalate conflict effectively
- You are organised, disciplined, and comfortable following defined playbooks. You keep systems tidy and operate with consistency
- You are comfortable learning new tools quickly and operating within CRM and marketing systems, without needing to be highly technical
- You are proactive, adaptable, and capable of operating with weekly oversight rather than constant direction
- 3+ years in Customer Success, Account Management, Inside Sales, or a relationship-driven commercial role
- Experience managing multiple small-business accounts
- Strong objection-handling capability
- Familiarity with CRM systems (HubSpot preferred)
- Experience engaging with customers in online communities is beneficial
- Marketplace experience is helpful but not required
What the job involves
- We are hiring our first Customer Success Manager to help increase breeder market penetration and retention across the UK. This role exists to ensure breeders are active, engaged, supported, and achieving success on the platform
- The work is primarily digital, conducted through calls, CRM workflows, and online community engagement. However, occasional in-person breeder visits and events are important for strengthening relationships and trust
- This is a foundational hire within our UK breeder operations team. You will work closely with the Head of Breeder Strategy & Operations and play a key role in building a scalable breeder success engine over time
- Breeder Retention & Engagement (Primary Focus):
- Build and manage trusted relationships with priority breeder accounts
- Ensure breeders are active, engaged, and achieving positive outcomes on the platform
- Proactively identify and address churn risks or dissatisfaction
- Handle disputes and sensitive cases with empathy, authority, and calm professionalism
- Market Penetration & Activation:
- Execute outreach and activation playbooks to increase breeder coverage across the UK
- Convert multi-channel or hesitant breeders into consistent Pets4Homes users
- Support adoption of Pet Payments by clearly explaining benefits and handling objections confidently
- Community & Reputation Management:
- Represent Pets4Homes constructively within online breeder communities, particularly on Facebook and forums
- Respond to brand mentions and reviews with balanced, empathetic, and confident communication
- Build credibility within the breeder ecosystem through thoughtful public engagement
- CRM & Operational Execution:
- Execute structured outreach and follow-up cadences in HubSpot
- Maintain clean account records and strong pipeline hygiene
- Manage operational breeder-related tasks such as lead chasing, and resolution coordination
- Work comfortably with supporting tools such as surveys and lifecycle marketing systems
- Insight & Continuous Improvement:
- Identify patterns in breeder objections, frustrations, and behaviours
- Provide structured feedback to improve messaging, workflows, and internal processes
- Contribute to refining and evolving breeder engagement playbooks over time
- You build trust with sceptical or defensive stakeholders while still driving progress and outcomes
- You write clearly and persuasively across channels, including public responses and community engagement
Our take
As online marketplaces have become an increasingly popular method for finding pets and related goods and services, animal welfare and user safety are of vital importance. Through its range of market-leading brands, Pet Media Group powers the world’s largest online classified platforms, providing trust, safety and convenience to both pets and their caregivers.
The company’s strategy is rooted in the strategic acquisition of pet and horse marketplaces across the world, successfully expanding its brand portfolio to include Pets4Homes, PuppyPlaats, Hästnet, and more. With 10 million people utilising Pet Media Group and its brands each month, the company helps over 1.5 million animals find safe and loving homes each year.
Backed by an impressive list of investors, including Verdane Capital, Back in Black, and more, the company continues to focus on further acquisitions and brand optimisation. Pet Media Group is well set to see continued global growth as it optimises the pet-finding ecosystem.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (1 round)
Aug 2019
$12m
SERIES A
Total funding: $12m
Company benefits
- Work that matters: Opportunity to directly impact strategy to help more than 10 million people each month to find the animal of their dreams
- Flexible working hours: At PMG we are confident in each others’ ability to be masters of their own time while producing a great output
- Headquarters in center of Stockholm: Work in the center of Stockholm, close to great restaurants, parks and shops
- Opportunity to grow: Be part of an ambitious, high-performing team with people from diverse backgrounds
- Solid backing: Strong backing by some of Europe’s leading investors (e.g. Verdane and Otiva) who are early investors in leading companies such as Klarna, NA-KD, Apotea and Desenio
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Axel Lagercrantz
(Co-Founder & CEO)Previously a VP at EMH partners. They also worked at 3i Group as a Private Equity Associate and at Barclays Investment Bank as a TMT Investment Banking M&A.
Eyass Shakrah
(Co-Founder)Previously founded Avito where they served as CEO. They also spent 3 years at OLX as a Founding COO.
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