Senior Customer Success Manager - UK

About Constructor

Constructor powers product search and discovery for some of the largest retailers in the world. We serve billions of requests every week, differentiating ourselves by focusing on metrics over features and reinventing search and discovery from the ground up as a machine learning challenge.

We're approximately doubling year over year and have customers across every eCommerce vertical. We're a passionate team of technologists who value empathy, openness, curiosity, continuous improvement, and metric-driven impact.

About You

You're a jack-of-all-trades with a passion for technology and interacting with people to ensure their success. You're a self-starter who excels at triaging problems and prioritizing effectively. You've worked directly with enterprise customers for a long time and are comfortable being the face of the company.

About the Role

As a Senior Customer Success Manager, you will join a rapidly growing team that helps customers increase revenue by improving search and product discovery experiences across their websites and mobile apps.

Key Responsibilities

• Own the customer journey from project kick-off, launch, adoption, and ongoing value realization.
• Build trusted relationships across complex enterprise organizations, engaging with technical teams, product leaders, Ecommerce Directors, VPs, and C-level executives.
• Understand the goals and priorities of different customer personas and align stakeholders around a shared success plan.
• Translate technical concepts, product capabilities, and performance data into clear business value (conversion, revenue, operational efficiency).
• Plan and lead strategic QBRs and EBRs that communicate measurable impact and actionable recommendations.
• Identify risks, blockers, and changing customer priorities early, leading escalations with clarity and urgency.
• Advocate effectively for customer needs while exercising strong judgment regarding engineering involvement and prioritization.
• Provide proactive, strategic recommendations using customer insights, performance data, and ecommerce best practices.
• Maintain clear success plans, stakeholder maps, account documentation, and training materials.
• Partner closely with Account Management to support retention and growth by demonstrating value and identifying expansion opportunities.
• Continuously improve onboarding, integration, and support processes to scale customer success operations.

Requirements

• Must be based in the UK.
• At least 3 years of experience managing enterprise customer relationships in Customer Success, Account Management, Solutions Consulting, or a similar role.
• Proven track record of building relationships with technical, product, digital, and executive stakeholders.
• Strong executive presence and confidence leading strategic conversations, including QBRs and EBRs.
• Strong influencing and stakeholder-management skills without direct authority.
• Exceptional problem-solving skills, intellectual curiosity, and fast-learning capability in a complex technical domain.
• Experience in ecommerce, digital commerce, search, or product discovery is highly valued.

Benefits

• Competitive compensation package including stock options
• Fully remote work setup
• Work-from-home setup stipend
• Apple laptops provided for all new employees
• Annual refreshed training and development budget
• Parental leave for qualified employees