Customer Success Manager

Job description

SoPost is a leading digital product sampling platform that enables brands to reach and engage consumers through targeted, data-driven product experiences. Our technology allows brands to deliver physical products directly to consumers through digital channels, turning sampling into a measurable marketing channel. Today we work with more than 200 global brands, including many of the largest beauty and CPG companies in the world. Our growth has been recognised across the industry: Top 50 in the Sunday Times Tech Track 100 Winner of the Queen’s Award for Enterprise: International Trade Named in the Sunday Times Top 100 Places to Work While our technology is central to what we do, our success is driven by the strength of our commercial team and the quality of the relationships we build with global brands. We are now looking to expand our North America commercial team. Tasks The Customer Success Manager role will take ownership of a portfolio of brand partners across the NOAM region, helping them get the strongest possible value from their partnership with SoPost. This is a hands-on Customer Success role that combines excellent campaign delivery with confident, commercially minded account management. You will be responsible for ensuring campaigns run smoothly, but also for understanding each brand’s objectives, building strong relationships, identifying risks and opportunities, and turning performance insight into recommendations that support retention and future growth. You will work closely with Brand Partnerships to support account planning, retention and expansion, and ensure our brands experience SoPost as a strategic partner, not just a campaign provider. Operational excellence remains central to the role. The successful candidate will need to be highly organised, detail-oriented and confident managing multiple campaigns, timelines and stakeholders. What will set them apart is their ability to connect that operational delivery back to customer value, account health and commercial opportunity. This is a hybrid role based in New York, with a minimum of two days per week in the office. Key Responsibilities Own the success, health and growth potential of a portfolio of NOAM brand partners, building strong relationships and understanding each account’s objectives, priorities and risks. Lead post-sale campaign execution across onboarding, timelines, asset coordination, setup, troubleshooting, reporting, fulfilment coordination and internal stakeholder management. Advise brand partners on digital sampling best practice, including audience quality, consumer journeys, data capture, measurement and reporting. Monitor live campaign performance, identifying risks, trends and optimisation opportunities, and working with internal teams to resolve challenges quickly. Translate campaign results into clear, commercially relevant insights that help brands understand performance, value and recommended next steps. Partner with Brand Partnerships by sharing account insight, customer needs, retention risks and expansion opportunities that support account planning and long-term growth. Maintain strong account visibility through HubSpot and internal documentation, ensuring customer context, feedback and key actions are clearly captured. Requirements Essential Skills This role requires someone who can combine strong operational delivery with confident, commercially minded customer management. You should be able to manage detail, build trusted relationships, interpret performance data, and help brands understand how to get the best value from SoPost. The skills mentioned below are required for this position. 2-4 years’ experience in Customer Success, Account Management, Campaign Management or a similar client-facing role. Strong organisational skills, with the ability to manage multiple accounts, campaigns and deadlines at once. Excellent communication and relationship-building skills, with the confidence to advise, challenge and influence brand partners. Commercial awareness, with an understanding of how strong delivery, insight and customer relationships support retention, expansion and long-term account value. Analytical mindset, with the ability to turn campaign performance and customer insight into clear recommendations. Strong problem-solving skills, with the ability to identify risks early and work with internal teams to resolve challenges. Experience in digital campaigns, beauty, CPG, sampling, media, CRM or project management tools would be advantageous. What Great Candidates can clearly demonstrate The successful candidate will be organised, analytical and relationship-led, with the ability to manage detail while keeping sight of the bigger picture. You should be comfortable advising brands on best practice, challenging constructively where needed, and using data and insight to guide stronger outcomes. Success in This Role Successful candidates will: Build strong customer relationships at all levels Quickly develop a deep technical understanding of our platform Deliver excellence throughout all interactions with our customers Communicate brilliantly externally and internally and solve problems quickly and effectively Deliver persuasive commercial presentations Consistently expand the value of existing brand partnerships Benefits Benefits Competitive salary ($75k–$85k) plus participation in bonus plan 26 days PTO including office closure between Christmas and New Year Quarterly wellness allowance Professional development budget Flexible working arrangements SoPost “Work Anywhere” scheme (two weeks per year) 401(k) retirement plan Medical, dental and vision healthcare plans Hiring Process Our hiring process is designed to give candidates a clear understanding of both the role and the company. Stage 1 A 30 minute video call with the NOAM Customer Success Team Lead or Head of Customer Success. Stage 2 (Part 1) You will be asked to complete a written task prior to the panel interview. (Part 2) You will meet with members of our Senior team and present your completed task. Stage 3 Final conversation with our Founder & CEO. References & Offer We will make a formal offer, subject to references. This role is New York-based, and starting employment will be conditional on the candidate's right to work in the US. Visa sponsorship is not available through SoPost. We are committed to the fair treatment of its employees, potential employees and users of our services, regardless of offending background. We are required to conduct a basic criminal check as part of our pre-employment screening process. A written policy on the recruitment of ex-offenders is available on request. We reserve the right to close this vacancy when we receive a sufficient number of applications.