Job Specifications
About Boldspace & Boldstream™
Boldspace is a 6-year-old full-service brand and communications agency that has seen year-on-year growth since launch. From day one, we have built Boldstream™, our flagship data & analytics platform that empowers brands to measure and act on the real-time impact of their communications.
As we continue to advance in a new phase of AI-native growth on Boldstream, investing heavily in agentic workflows, retrieval-augmented insights, and intelligent automation across reporting and analytics, we are seeking a Customer Success Manager to play a leading part in the future of the product & platform.
The Role
We are looking for a proactive, commercially-minded Customer Success Manager to own client relationships across BoldStream™ and ensure customers truly understand and realise the value of our the platform.
You will sit at the heart of product adoption, partnering closely with marketing, analytics, product and operations teams. Your mission is to turn satisfied clients into advocates, drive renewals and expansion, and help shape the evolution of Boldstream through customer insight.
Requirements
Serve as the main point of contact for BoldStream™ customers, ensuring seamless onboarding, adoption and ongoing success
Develop a deep understanding of clients’ marketing, data and communications objectives and translate them into actionable platform usage strategies
Track platform performance and usage health; proactively identify opportunities to increase value and retention
Deliver training, workshops and product demos to empower client teams
Own renewal, upsell conversations and identify growth opportunities
Capture, prioritise and communicate customer feedback to influence product roadmap and feature development
Collaborate with internal delivery teams to ensure alignment between analytics operations and client expectations
In time, maintain accurate account records and reporting on KPIs such as NRR, churn and engagement metrics
Skills & Experience
4+ years in Customer Success or Account Management role within SaaS, marketing technology, analytics or agency environment
Strong understanding of marketing, brand communications or performance measurement
Excellent communication and presentation skills set, as well as confident stakeholder engagement at senior levels
Comfort analysing data insights and building compelling value stories for clients
Tech-savvy and curious, quick to learn new tools and workflows
A collaborative team player with bias for action, ownership and improvement
Nice to Have
Experience with AI-enabled platforms, data visualisation tools, or marketing analytics
Knowledge of integrations, automation or API-driven workflows
Experience in a fast-growing startup or agency environment
What We Offer
Opportunity to directly influence the future of a fast-scaling AI-native analytics product in the marketing space.
Hybrid working within an existing vibrant agency culture and ambitious growth vision
Clear path for professional development and leadership progression
Exposure across brand, marketing and innovation disciplines
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!
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.