Customer Success Manager

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.

As a Growth Account Manager
, you’ll own the long-tail book of business and be responsible for driving retention, adoption, and expansion s role is perfect for someone who enjoys running a tight operating rhythm, building repeatable programmes, and turning lots of small opportunities into meaningful revenue. You’ll manage customer relationships primarily through 1-to-many motions (campaigns, webinars, office hours, and structured check-ins), while still stepping in with high-touch support for the right moments.

You’ll be a key voice of the customer internally, partnering with Support, Product, and Sales to reduce friction, improve activation, and unlock upsell opportunities across the portfolio.

• Own a long-tail portfolio of customers, accountable for retention, product adoption, and net revenue growth.
• Build and run scalable 1-to-many customer programmes (office hours, webinars, lifecycle comms, playbooks) to drive outcomes efficiently.
• Deliver consistent customer health monitoring, identifying risk early and proactively executing churn prevention plans with Support and CS Ops.
• Identify expansion opportunities and run structured, repeatable upsell motions (including warm handoffs to Sales where relevant).
• Drive product usage by guiding customers to best practices, helping them unlock value across Swap products, and improving activation.
• Create and maintain a simple operating cadence: segmented outreach, Q
  -light check-ins for higher potential accounts, and structured follow-ups.
• Capture and synthesise customer feedback and trends, translating them into clear themes and actionable recommendations for Product and Ops.
• Keep CRM and reporting up to date, tracking key metrics (health score, renewal dates, adoption, risk reasons, expansion pipeline) and communicating performance.

• Experience managing a portfolio of SMB / long-tail customers in SaaS, preferably in eCommerce, logistics, or operations tooling.
• Strong commercial instincts: confident driving renewals, reducing churn, and spotting expansion opportunities in a high-volume environment.
• Comfortable running 1-to-many motions and building lightweight systems that scale (segmentation, sequences, playbooks, templates).
• Excellent written communication and the ability to simplify complex concepts into customer-friendly guidance.
• Operationally strong: organised, data-aware, and able to manage competing priorities without dropping details.
• A proactive, ownership-driven mindset: you take initiative, unblock problems, and follow through.
• Comfortable partnering cross-functionally with Support, Product, and Sales to get things done for customers.
• Experience with tools like Hub Spot / Salesforce, Intercom, Vitally (or similar), and a solid grasp of reporting fundamentals.
• Stock options in a high-growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

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.