Strategic Customer Success Manager, Easol
3-5 days a week in office
All-in-one platform for experience businesses
Posted today
All-in-one platform for experience businesses
21-100 employees
Posted today
3-5 days a week in office
21-100 employees
Company mission
To enable a generation of experience creators to love what they do.
Role
Who you are
- Proven track record of accountable, excellent performance in a fast-paced startup environment
- Experience in SaaS/B2B customer success, account management, or professional services
- Skilled in leading complex, multi-stakeholder projects with measurable outcomes
- Strong analytical and data-driven approach, with the ability to interpret large data sets
- Excellent written and verbal communication, with strong executive relationship management skills
- Advanced literacy in platform capabilities, integrations, and APIs (basic HTML, CSS, JavaScript knowledge a plus)
- Knowledge or experience using website building platforms (Shopify, Squarespace, etc.) or willingness to learn
- Basic understanding of e-commerce, web analytics, and digital marketing
- Creator-first mindset - passionate about empowering creators to succeed
- Highly empathetic with a talent for building trust and rapport
- Strategic thinker with the ability to translate complex needs into actionable plans
- Process-oriented with meticulous attention to detail
- Hands-on attitude - no task is too small
- Creative, adaptable, and driven to find innovative solutions
- Coachable and receptive to feedback, while also self-directed and proactive
- Organised with excellent time management and prioritisation skills
- Thrive in a competitive, fast-paced environment
- Strong team player who uplifts and empowers others
- Passionate about experience travel and adventure - whether that’s kite surfing in Sri Lanka, hiking in Nepal, or attending alternative music festivals
- Embody Easol’s values: Creator-First, Team Spirit, Play Push Pause, Keep it Real
- UK right to work
What the job involves
- As Strategic Customer Success Manager at Easol, you’ll act as a key partner and trusted advisor to our highest-value creators, ensuring they achieve measurable business success through the Easol platform
- You’ll own the end-to-end customer journey, from onboarding, implementation, account retention and enabling account growth
- This is a highly strategic, high-impact role where you’ll build strong customer relationships at all levels, deeply understand our customers’ goals and challenges, and help them make full use of the platform and wider Easol community. Your work will directly influence speed to on-sale, higher product adoption, world-class retention and renewals, improved satisfaction scores (e.g. NPS), and increased customer lifetime value
- Ownership of enterprise-scale creator implementations, acting as primary sponsor and escalation point
- Govern high-impact projects, ensuring agreed timelines, scope, and quality metrics are achieved to ensure timely delivery of implementation metrics to reduce time-to-value
- Coordinate cross-functional teams (Product, Engineering, Sales, Ops) to deliver seamless launches aligned with business goals
- Identify and proactively mitigate risks such as misaligned expectations or scope creep
- Champion process handoffs between Sales, Onboarding, and Customer Success teams
- Build and nurture customer relationships at all levels, identifying whitespace opportunities for improvement and growth
- Own a portfolio of strategic accounts with full commercial accountability for revenue retention, expansion, and advocacy
- Help customers achieve their objectives by understanding their business, success measures, and challenges by leading executive business reviews (QBRs) during onboarding to reinforce strategic alignment
- Lead insight-driven account planning to identify and drive upsell and cross-sell opportunities
- Maintain clear visibility on account performance through accurate forecasting and reporting
- Curate and share success stories, testimonials, and case studies to strengthen Easol’s reputation
- Become an Easol platform expert, enabling customers to make full use of functionalities and engage with the wider community
- Design and automate a best-in-class customer feedback loop, advocating for customers’ needs with Product and Engineering to drive impactful new features
- Serve as the voice of the customer at a strategic level, influencing roadmap and service delivery
- Continuously optimise the implementation process while monitoring industry trends and sharing insights with leadership
- Develop and refine scalable onboarding and account management playbooks and tools
- Measure, analyse, and report on customer success and onboarding metrics
- Track and improve adoption, satisfaction, retention, and revenue growth, including maintaining CRM hygiene
- Drive measurable impact in customer KPIs and company-wide commercial objectives
Salary benchmarks
Our take
Easol was founded in 2017 by husband and wife team Ben and Lisa Simpson with the intention of becoming the world's first all-in-one SaaS platform for experience commerce. The company aims to bring vital experience commerce tools all into one synchronised place.
Easol empowers entrepreneurs by removing the need to outsource their business to traditional e-commerce platforms, booking platforms or experience marketplaces such as Airbnb. This appeals directly to bosses looking to maintain full ownership of their business, and to streamline the labour-intensive and hands-on booking and tracking processes.
The company is taking advantage of the growing experience market, as more and more businesses are founded to provide the rising demand for unforgettable experiences. After a difficult few years, the experience market is set to boom, and Easol has enjoyed a $30 million funding round in 2024, which will be used to invest in their US presence off the back of opening a hub in New York.
Freddie
Company Specialist at Welcome to the Jungle
Insights
100% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2024
$30m
SERIES A
Apr 2022
$0.1m
GRANT
Total funding: $59.8m
Company benefits
- 25 days of holidays plus public holidays
- Equity
- Gym Membership worth £30
- Headspace membership
- Development & Coaching Budget
- £1,000 Personal Deep Week Budget
- Design your own Setup Budget
- £35 per month mobile phone contribution
Company HQ
Shepherd's Bush, London, UK
Articles
Leadership
Ben Simpson
(CEO & Co-Founder)They were the managing director of youth marketing and experience agency Rough Hill. They co-founded Rise Festival in Les 2 Alps and Running Wild, an event promotion organisation.
Lisa Simpson
(Chief Brand Officer & Co-Founder)They obtained a masters from Warwick University. They were a creative project manager at Rough Hill, and worked for Action Aid for over 4 years. They co-found Rise Festival and Easol.
Diversity, Equity & Inclusion at Easol
Lisa (Simpson)
- There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas!
- Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.
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