Technical Customer Success Manager (MarTech, SaaS, AI) at Boldspace

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Mar, 26

Salary

0.0

Posted On

29 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Technical Account Management, Account Management, SaaS, Marketing Technology, Analytics, Data-Driven, Marketing, Communications, Data Analysis, Technical Configuration, Product Training, Stakeholder Engagement, Organizational Skills, Proactive Approach, AI Platforms

Industry

Advertising Services

Description

Technical Customer Success Manager Boldstream™ About Boldspace & Boldstream™ Boldspace is a 6-year-old full-service brand and communications agency that has achieved consistent year-on-year growth since launch. From day one, we have been building Boldstream™, our flagship data & analytics platform that empowers brands to measure, understand, and act on the real-time impact of their communications. As we enter a new phase of AI-native growth for Boldstream, we have invested heavily in agentic workflows, retrieval-augmented insights, and intelligent automation across reporting and analytics. We are seeking a Technical Customer Success Manager to play a leading role in the future of the product and platform. The Role We are looking for a proactive, technically minded, and commercially aware Technical Customer Success Manager to own and grow customer relationships across Boldstream™. In this role, you will help customers successfully adopt and scale the platform by deeply understanding their marketing data, communications performance metrics, and underlying technical setup. You will act as a trusted advisor, guiding customers to translate complex marketing and analytics data into meaningful outcomes using Boldstream. You will sit at the intersection of customers, data, product, and delivery, playing a critical role in driving adoption, retention, and expansion, while feeding high-quality insights back into the evolution of the platform. Key Responsibilities 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 Skills & Experience 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 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.

Responsibilities

The Technical Customer Success Manager will serve as the primary point of contact for customers, overseeing onboarding, technical enablement, and long-term success. They will also monitor platform usage and customer health signals while delivering tailored product training and capturing customer feedback.