Customer Success Manager

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About The Role

As a Customer Success Manager, you will own and grow Swap’s top-tier book of business, acting as a trusted partner to our most valuable and complex customers. This is a senior, high-impact role for someone who thrives in managing senior stakeholders, navigating complexity, and driving meaningful commercial outcomes. You will be accountable for retention, upsell, and expansion across strategic accounts, while coordinating internal teams to deliver exceptional outcomes. You’ll operate as the voice of the customer internally, lead escalations when required, and ensure Swap is delivering maximum value across its full product suite.

Key Responsibilities

• Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
• Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
• Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
• Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
• Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
• Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes.
• Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals.
• Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business.

What we would like to see:

• Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment.
• Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts.
• Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders.
• Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities.
• Strategic thinker who can translate customer goals into clear account plans and execution.
• Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity.
• Strong communication skills, both written and verbal, with the ability to simplify complex topics.
• Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar).

Benefits:

• Competitive base salary.
• Stock options in a high-growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.

Key skills/competency

• Customer Retention
• Account Growth
• Upselling & Cross-selling
• Stakeholder Management
• Strategic Account Planning
• SaaS Customer Success
• Commercial Acumen
• CRM Software (HubSpot, Salesforce)
• Escalation Management
• Product Adoption