Customer Success Manager

Who we’re looking for

We’re on the hunt for an ambitious, self-driven Customer Success Manager who’s passionate about building incredible customer experiences and driving growth. This is a role for someone who thrives on creating meaningful relationships, solving problems, and scaling processes that deliver real impact.

You’ll work at the heart of Joli, helping our customers achieve their goals, refining how they use our platform, and providing actionable insights that drive success. You’ll also collaborate with our product, marketing, and community teams to ensure we’re always improving.

What you’ll be doing

Customer Success

• Education & Enablement: Develop playbooks, workshops, and training sessions to help customers unlock value from the platform and confidently work independently.

• Quarterly Business Reviews (QBRs): Lead structured, data-driven sessions to celebrate wins, identify areas for improvement, and plan the next steps for success.

• Scalable Systems: Work closely with the product team to design scalable processes for onboarding, feature adoption, and engagement—powered by automation and best-in-class tools.

• Data-Driven Guidance: Use metrics and analytics to identify churn risks, uncover upsell opportunities, and ensure customers feel supported at every stage.

Creative Strategy

• Strategic Planning: Guide clients through campaign planning, integrating the latest social media and influencer trends to deliver measurable results.

• Performance Measurement: Provide clear, actionable reports to help clients track ROI and optimize their approach.

• Industry Insights: Stay ahead of marketing, hospitality, and social trends to deliver proactive, actionable advice to our customers.

Business Support

• Customer Inquiries: Be the go-to person for customer questions—solving problems quickly and building trust with every interaction.

• Cross-Functional Collaboration: Work closely with our creator community team to gather feedback, share insights, and promote exciting new campaigns.

• Voice of the Customer: Share clear, structured feedback with Product, Marketing, and Operations to continuously refine our roadmap and improve the experience for everyone.

Who you are

• People-Centered: You’re a natural relationship builder who thrives on connecting with others and goes the extra mile to make customers feel supported.

• Self-Driven & Organised: You excel at managing your workload, finding solutions independently, and staying on top of priorities in a fast-paced environment.

• Passionate About Hospitality: You understand the challenges and opportunities in hospitality and care deeply about helping businesses succeed in this people-first industry.

What we’d love to see

• 3+ years in Customer Success, Account Management, or Customer Service, ideally in Tech, SaaS, Media, or Hospitality, with a proven record of delivering results.

• Strong presentation skills, with the ability to communicate metrics, insights, and recommendations clearly to senior stakeholders.

• Experience working cross-functionally with Product, Marketing, and Community teams to drive success.

• Hospitality knowledge is a strong plus—you get the industry and its unique needs.

Why Join Us?

Joli is growing quickly, and we want you to grow with us. This is your chance to take on exciting challenges, learn fast, and help shape your role as we expand across the UK and beyond.

We’re building the best team to transform how hospitality businesses connect with their customers—and we’d love for you to join us.

Lastly, we know great talent comes from all walks of life. If this opportunity excites you, even if you don’t check every box, we’d still love to hear from you 🌟