Customer Success Manager - UK

Tripadvisor

About Tripadvisor  The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: Hybrid This role is a hybrid position that requires 1 day per week in our London office.   Who are we looking for? As a Service Resolution Manager, you are accountable for translating operational strategy into day-to-day execution across onshore and offshore teams so that we consistently deliver high-quality outcomes for our customers. You are a hands-on operator who balances real-time performance management with longer-term planning, using data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals. You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.   Key Responsibilities Operational leadership and strategy * Support long-term operational planning and help influence strategy to meet company goals. * Translate strategy into clear execution plans and targets for onshore and offshore teams. * Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis. Day-to-day operations management * Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity. * Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance. * Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation. Quality, customer outcomes, and coaching * Ensure a strong quality focus so customer interactions consistently meet or exceed expectations. * Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate “gold star” examples. * Partner with Training and Quality to embed best practices and address service gaps. Compliance, safety, and governance * Enforce relevant regulatory, safety, and internal policy standards across all operational sites. * Ensure teams understand and adhere to compliance requirements and escalation procedures. * Support change control processes, assessing operational impact and ensuring smooth implementation. Stakeholder and vendor management * Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) and external partners to maintain alignment. * Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners. * Build and maintain strong professional relationships with cross-functional teams, ensuring they understand and consider the operations strategy in their own plans. People leadership and team development * Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities. * Foster a culture of accountability, ownership, and continuous improvement, leading by example. * Support succession planning by identifying and developing talent within the operations team. Data, reporting, and continuous improvement * Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities. * Prepare and present performance insights and business cases to support change initiatives and investments. * Collect and synthesise employee and customer feedback to refine operational processes and influence improvements in related functions (e.g., Training, Quality, Real Time, Scheduling). Workforce planning and performance * Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps. * Take ownership of mitigating scheduling and staffing risks that may impact service delivery. * Align resourcing decisions with forecasted demand and operational priorities.   Minimum Qualifications & Experience: * 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment. * Proven People-Manager with 5+ years experience, managing both regional and global teams * UK Based working Hybrid * Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets. * Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases. * Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions. * Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment. * Strong people management experience, including coaching, performance management, and team development.   Skills you should bring to the role Customer-focused: Committed to delivering excellent customer experiences through reliable, high-quality operations. Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast-paced environment. Data-driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change. Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others. People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth. Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change.   What We Offer  * Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses * “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team. * Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. * Donation matching. Give back? Give more! We match qualifying charitable donations annually. * Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. * Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. * Travel perks. We believe that travel is employee development, so we provide discounts and more. * Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. * Health benefits. We offer great coverage and competitive premiums. * Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.   Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.  Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.  We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.   We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!     #LI-JP #LI-Hybrid

Reddit

Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 126 million daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit www.redditinc.com. We're looking for an experienced seller to join our Large Customer Sales team. As a Senior Client Partner, you will be responsible for forming relationships with key brands and agencies while ensuring they meet their business objectives using Reddit's advertising suite. This role is required to be based out of London. Responsibilities: * Proactively manage and deepen relationships with existing advertising partners, both with agencies and directly with clients to drive year-over-year revenue growth * Proactively construct upfront and joint business plans with top clients * Establish mutually beneficial relationships with new clients, educating them on Reddit and the Reddit ads platform * Leverage agency and client direct relationships to identify new buyers of Reddit advertising products * Leverage data from internal and external sources to inform client strategies and pitch proposals * Consistently meet deadlines for all projects, ensuring that clients receive the highest level of customer service * Act as an internal lead by actively volunteering in team meetings and Reddit special projects * Own client meetings from agenda to final presentation, instilling confidence and setting all interactions up for success by appropriately setting client expectations, identifying outcomes, and communicating clear next steps * Act as the primary point of contact for clients to communicate major platform updates, releases, changes, and/or opportunities that will deepen or expand the relationship * Provide strategic, proactive, and consultative advice to clients in order to uplevel and grow the relationship * Persistently explore and uncover the needs of your clients, leveraging deep product knowledge to align their goals with new and unique opportunities on the platform * Collaborate with Account Management and Ad Operations to meet and exceed clients’ marketing goals * Shape Reddit’s ads product roadmap by aggregating and sharing client feedback and campaign metrics with cross-functional stakeholders * Provide thought leadership and act as a Reddit evangelist with partners and at industry events * Share your industry, client, and product expertise by mentoring and training other team members * Collaborate closely with other Client Partners and Account Managers to craft a cohesive strategy across shared accounts * Build and leverage deep internal relationships, both within your direct team and cross-functionally, working together to deliver on client and business goals Required Qualifications:  * 8-12 years of experience in digital media with at least 3-7 years of experience in sales * Experience owning partnerships with complex enterprise organizations * Proven experience managing relationships up through C-level executives * Deep ads industry expertise within relevant verticals, product types, and/or measurement solutions * Deep existing relationships within the agency and client direct space * Subject matter expertise in the social media landscape and native advertising * Experience building and executing long-term account growth strategies * Demonstrated top-performer achievement against sales targets * Ability to lead special projects * BA / BS degree or equivalent work experience Benefits: * Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support * Family Planning Support * Gender-Affirming Care * Mental Health & Coaching Benefits * Group Personal Pension Scheme with Employer match * Private Medical and Dental Scheme * Income Replacement Programs * Bike to Work scheme * Flexible Vacation & Paid Volunteer Time Off * Generous Paid Parental Leave #LI-Hybrid In select roles and locations, the interviews will be recorded, transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording, transcription and summarization prior to any scheduled interviews. During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable.  We will not sell your personal information or disclose it to any third party for their marketing purposes.  We will delete any recording of your interview promptly after making a hiring decision.  For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors. Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve.  Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ABOUT THE TEAM Stripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company. WHAT YOU’LL DO You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.  RESPONSIBILITIES * Lead the post-sale engagement, retention, and growth of your customers, partnering closely with the Account Executive * Support expansion of your accounts - identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team * Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team * Evangelize Stripe customer success stories and customer success systems and processes * Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status * Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry * Aligned with the account team, perform business reviews to align on business priorities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities.  * Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience * Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction WHO YOU ARE We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 8+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product * Strong analytical skills and operating rigor * Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders * History of success as a consultant, pre-sales, technical account management, or equivalent * Experience building comprehensive account plans * Proven track record of achieving targets and goals, preferably in a sales setting * Track record of managing large, complex projects and/or programs * Experience handling difficult customers or situations and can demonstrate resolutions * Must work within a team environment with sales and services peers * Ability to navigate data and people to find answers * A strong understanding of our business and products, and an ability to research/self-starter PREFERRED QUALIFICATIONS * Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses * Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions * Willingness to tackle things on your own * A capability to work well with a wide range of people, both internally and externally * The motivation and flexibility to work well in a high-growth environment where things change quickly