Customer Success Manager (CSM)

Join The UK’s #1 Tips & Tronc Distribution Solution for Hospitality!    If you're the right fit, you’ll be joining an incredibly dedicated team at the forefront of fair, transparent, and staff-controlled tipping in the hospitality industry and beyond.  We’ve doubled our revenue in the last six months, cementing our position as the UK’s #1 tips & tronc distribution solution, and we have ambitious goals to grow even further.    We’re looking for a Customer Success Manager with a passion for building long-term client relationships and driving measurable success. You’ll manage a portfolio of accounts, deliver a white-glove experience , and work cross-functionally to ensure our clients get the very best from TiPJAR.  This role is all about retention, engagement, and satisfaction — as well as helping to shape the future of the Customer Success team through knowledge sharing, process improvements, and mentoring.    Actively manage client goals, platform usage, and account health to maximise retention.  ✅ Lead regular account reviews, providing actionable insights and recommendations.  ✅ Anticipate risk by monitoring engagement signals and addressing issues before they escalate.  ✅ Build a deep understanding of client business models, tipping policies, and success metrics.  ✅ Support clients in adapting to legislative changes , platform updates, and operational challenges.  ✅ Collaborate with Product, Tech, and Support to resolve issues and champion client needs.  ✅ Proven experience in Customer Success or Account Management (ideally in SaaS, fintech, or hospitality).  Strong relationship-building skills with excellent verbal and written communication.  Ability to deliver strategic account reviews and present recommendations confidently.  Bonus: Experience with CRM software (HubSpot a plus) or knowledge of hospitality operations.    Microsoft Teams & OneDrive – Communication and collaboration  Freshsales – CRM and client tracking  Rocketlane – Project management and onboarding  Canva – Creating content and client-facing material  Freshdesk – Support and ticketing system    At TiPJAR, you’ll be supported to do your best work, feel empowered in your role, and play a direct part in shaping the future of tipping.    Flexible working hours  ️ Career progression opportunities  ️ 33 days holiday (including bank holidays)  Remote working ‘Work from anywhere’ policy – work abroad for up to 4 weeks per year  Dog-friendly London office 2️⃣ Second Stage – A deeper interview with our Head of Customer Success, focusing on strategy, problem-solving, and your fit with the business.  Apply now and help us continue to grow as the UK’s #1 tips & tronc distribution solution for hospitality!     All successful candidates must undergo a DBS check, as well as other pre-employment checks such as referencing and right to work. Evidence of this right must be provided to TiPJAR, in accordance with the Immigration, Asylum and Nationality Act 2006, before the start of employment.