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About THG Ingenuity THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. Position: Senior Customer Success Manager THG Ingenuity Commerce plays a key role in delivering world-class ecommerce solutions for globally recognised brands. As part of a fast-paced, high-growth environment, you'll own strategic customer relationships, driving long-term success, retention, and commercial growth across a portfolio of globally recognised customers. This is an opportunity to partner with senior stakeholders, influence customer strategy, and mentor the wider Customer Success team while delivering measurable business outcomes. Key Responsibilities: Customer Relationship Management: Own a portfolio of Tier 2 customer relationships from onboarding through renewal, building trusted partnerships with key stakeholders. Lead strategic account planning and Executive Business Reviews to ensure customers achieve their business objectives and maximise value from the partnership. Customer Success & Growth: Develop a deep understanding of each customer's business, proactively driving adoption, retention, and expansion opportunities. Lead renewal negotiations and identify opportunities to grow Annual Contract Value (ACV) while supporting long-term customer success. Performance & Reporting: Monitor customer health, commercial performance, and service delivery against agreed KPIs. Provide insight-led reporting and forecasting, ensuring CRM accuracy and clear visibility of customer performance, risks, and opportunities. Commercial Ownership: Take ownership of renewal performance, revenue recognition, and commercial outcomes across your portfolio. Manage forecasting, mitigate commercial risks, and ensure delivery against ACV and revenue targets. Risk & Escalation Management: Proactively identify and manage commercial, operational, and delivery risks. Lead complex customer escalations, working cross-functionally to deliver timely resolutions while maintaining strong customer confidence. Cross-Functional Collaboration: Partner closely with Sales, Delivery, Product, Finance, and Technical teams to ensure seamless customer experiences and successful delivery of strategic initiatives. Coaching & Mentoring: Support the development of Customer Success Managers through mentoring, knowledge sharing, and best practice guidance, helping to drive consistency and excellence across the team. <span style="text-decoration: u

Senior Customer Success Manager

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