Boldspace

Technical Customer Success Manager, MarTech, SaaS, AI

Boldspace

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Serve as a primary point of contact for Boldstream™ customers, owning onboarding, technical enablement, adoption, and long-term success
  • Develop a deep understanding of customers’ marketing, brand, communications, and performance data, and guide them in using Boldstream to answer real business questions
  • Interpret and explain marketing analytics, dashboards, and data outputs, helping customers understand what the data means and how to act on it
  • Support customers with the technical configuration of the platform, including data sources, integrations, reporting structures, and workflows
  • Monitor platform usage, data quality, and customer health signals; proactively identify risks, opportunities for optimisation, and expansion potential
  • Deliver product training, technical walkthroughs, workshops, and demos tailored to different stakeholder groups (marketing, analytics, leadership)
  • Act as a technical escalation point for customers, working closely with analytics, product, and operations teams to resolve issues and improve outcomes
  • Capture structured customer feedback, usage patterns, and data challenges, and translate these into actionable insights for the product roadmap
  • Partner with commercial and leadership teams on renewals, upsell, and expansion conversations, grounded in demonstrated customer value
  • Maintain accurate account documentation and contribute to reporting on KPIs such as engagement, retention, NRR, and churn
  • Help define and refine scalable Customer Success processes as the platform and customer base grow

Requirements

  • 4+ years’ experience in a Customer Success, Technical Account Manager, or Account Management role within SaaS, marketing technology, analytics, or a data-driven agency environment
  • Strong understanding of the marketing and communications landscape, including brand performance, campaign measurement, and analytics concepts
  • Comfortable working with data, dashboards, and reporting tools, and explaining complex insights in a clear, client-friendly way
  • Technical curiosity and aptitude, with the ability to understand integrations, data flows, and platform configurations
  • Confident communicator with excellent presentation skills and experience engaging senior stakeholders
  • Commercially minded, with experience supporting renewals, expansion, or value-based growth conversations
  • Highly organised, proactive, and comfortable operating in a fast-moving, evolving product environment
  • Nice to Have
  • Experience working with AI-enabled platforms, data analytics tools, or marketing intelligence software
  • Knowledge of data integrations, automation, APIs, or reporting pipelines
  • Background in a startup, scale-up, or agency environment
  • Experience working closely with product and engineering teams
Benefits
  • **Pensions:** a 5% employer contribution.
  • **Private Healthcare:** Vitality
  • **Holiday:** unlimited holiday (including all UK public holidays) – we trust our staff to take the time they need and still excel in their jobs – and days off for birthdays and moving house are guaranteed!
  • **Very Flexible working**
  • **Socials:** team socials regularly, chosen by the team.
  • **Team retreats:** time to get to know each other away from the office.
  • **Bonus:** transparent bonus structure where you can receive a % of base salary based on personal and company performance.
  • **Supporting good causes:** we contribute some of our outperformance to charitable causes which the team help choose.
  • **Wellness:** time within working hours every week for those that want or need it.
  • **Monthly benefits budget:** £50 per month, every month, to spend on whatever you want – from a home delivered vegetable box and discounted gym memberships, to mental health support and professional coaching.
  • **A CARBON NEUTRAL BUSINESS**
  • Boldspace measures its performance on profit, people and planet combined. From day one, we will offset your carbon footprint entirely. The cost of this is covered 100% by the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticsmarketing analyticsdashboard reportingdata integrationsAPIreporting structurestechnical configurationdata flowscustomer success processescampaign measurement
Soft Skills
confident communicatorpresentation skillsproactivehighly organisedtechnical curiosityclient-friendly communicationability to engage senior stakeholdersproblem-solvingactionable insights translationcollaboration