Customer Success Manager

Title:  Customer Success Manager

Reporting to: Head of Customer Success, EMEA + APAC

Hours: 9-5 GMT
Location: Remote with one in-person day per week in Edinburgh. We’re looking for candidates based within the Edinburgh/Glasgow commuter belt in Scotland.

Salary: £32,000 - £35,000 per annum, depending on experience

Introducing hyble! 

Things move quickly at hyble! We're a team of passionate individuals who love what we do and are always striving for the best. If you're looking for a company that values your contributions and offers exciting challenges, this might be the place for you.

We're a fast-growing marketing technology company serving customers in over 50 countries.  

Just six years ago, we were a tight-knit team of 12 crammed into a tiny office in a start-up incubator. Fast forward to today, and we’ve transformed into a dynamic team of over 90 passionate individuals spanning three continents partnering with some of the world's biggest alcoholic beverage brands. 

Right now, we’re expanding rapidly into North America as a result of signing a transformational contract with the largest Wine and Spirits Distributor in the USA, who also happens to be the 11th biggest privately owned company in the US.  

Our Purpose 

Our goal is to create a lasting positive impact by disrupting a traditional industry that’s operated the same way for over 50 years.  

It blows our minds that sales reps have to spend weeks creating something as simple as a poster.  And we’re horrified by the amount of obsolete Point of Sale we see being sent to landfill. So, we're on a mission to solve these issues once and for all. 

Our technology platform “hyble” empowers sales reps in the beverage industry to create on-demand marketing materials that are both brand-compliant and tailored for the specific account. Combined with our enterprise services which enable the change management process and our cloud printing model that enables rapid turnaround print we have a game-changing solution that the market is screaming out for. 

This innovative approach makes sales reps lives easier by allowing them to support more accounts in less time while also drastically reducing the production of generic marketing content that often ends up in landfill. 

What’s it really like to work here 

Working with us is a long way from your average job – it's a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life.  It's where you can realize your full potential, take responsibility and make a huge impact.  

Here's a glimpse of what it's really like to be a part of hyble: 

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending. 

• Continuous Innovation: We're constantly building and improving our product, systems, and processes. We’re never done. 

• Starting from Scratch: We're building supply chains, teams, processes, and systems from the ground up. 

• Rapid Expansion: Our organization chart gets a makeover every 30 days as we add new people, teams, and capabilities. 

• Resourceful: We’ve got the backing of big name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent. 

• Global Reach: We work across multiple time zones so we're often taking calls at odd hours to support our global teams.  

• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.  

• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times. 

• Rewarding: But above all, it's incredibly rewarding, engaging, energetic, exciting, and a lot of fun.  

Who we’re looking for: 

We're on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.  

Most importantly, we're looking for individuals who embody our values: 

• “We’re a Team” 

• “We’re Humble”  

• "We’re Resilient” 

• "Be Yourself” 

Our work ethic at hyble 

Our values drive our work ethic. We are looking for people who operate this way as a default setting. 

• Commitment: We're fully committed to our vision, goals and each other. 

• Hands-On: We're not afraid to get our hands dirty. 

• Team-First: The team always comes before individual interests. 

• Hard Work: We go above and beyond, because it matters to us. 

• Responsible: We treat company resources like they're our own. 

• Progress, not perfection: We focus on progress and results, not perfection. We focus on making marginal gains every day and look for shortcuts along the way. 

• Accountability: We make it ours and take ownership and responsibility. 

• Ambitious: We go big or go home. 

• Initiative: We try to see round corners; we spot opportunities, and we always find a way. 

• Growth Mindset: We’re always learning, we’re never done. 

• Challenge Convention: We challenge the mindset of “because we’ve always done this way” 

• Empathy: We deeply care about our customers, suppliers, and employees. 

If this resonates with you, then read on to discover more about the role you could play in our journey.

About the role:

As a Customer Success Manager, you'll play a pivotal role in driving the success of our customers across key global drinks brands. Sitting between the Customer Success Associate and Senior Manager roles, you'll balance hands-on delivery with strategic thinking. Ensuring that campaigns run smoothly while continually looking for ways to add value and strengthen customer relationships.

You'll be responsible for managing day-to-day client communications, executing brand activations, and delivering on agreed services that meet both customer goals and Hyble's commercial objectives. You'll also act as the key link between internal teams, ensuring projects are delivered on time, on budget, and to the highest standard. The Customer Success Manager will support our revenue growth by identifying upsell opportunities and maintaining high levels of customer satisfaction, managing an annual revenue remit of approx. £1 million across a defined portfolio of markets or brands.

Key responsibilities:

• Manage the day-to-day relationship with market-level contacts within key global drinks customers, ensuring high satisfaction and strong adoption of the Hyble platform.

• Execute customer campaigns and brand activations, coordinating across internal teams (Design & Content, Tech, Supply Chain) to ensure seamless delivery.

• Track and analyse key account KPIs - including user engagement, order frequency, and account health - using insights to inform recommendations and drive continuous improvement.

• Identify and act on upsell and cross-sell opportunities, contributing directly to revenue growth within your assigned accounts.

• Support the Senior Manager and Account Director in forecasting, planning, and quarterly business reviews.

• Serve as the first point of escalation for operational issues, managing resolution efficiently and proactively communicating updates to clients.

• Mentor and support Customer Success Associates within your pod, helping to develop their skills and confidence.

• Contribute to team initiatives such as refining processes, improving reporting, or developing best practice documentation for scalable customer success delivery.

• Represent the customer voice internally - providing structured feedback to help shape product development and platform enhancements.

This is a great opportunity for someone who thrives in a fast-paced, collaborative environment and wants to take the next step in their Customer Success career - owning meaningful client relationships while developing their strategic and commercial skills.

What you’ll bring:

• Lives and breathes our company values: We’re a Team, We’re Resilient, We’re Humble, Be Yourself.

• A customer-first mindset: someone who is curious about understanding client goals and motivated to help them achieve measurable success through hyble.

• Strong organisational and project management skills, with the ability to juggle multiple priorities and deadlines across different markets.

• Confident communicator: able to build genuine relationships with customers and internal teams, and present insights clearly and persuasively.

• A proactive problem solver who spots opportunities and takes ownership of finding solutions, rather than waiting for direction.

• Comfortable interpreting data and drawing meaningful insights to guide recommendations or customer conversations.

• Adaptable and flexible: thrives in a fast-paced environment and remains calm when plans change.

• A team player who contributes to a positive, collaborative environment and supports the development of junior colleagues.

• Experience working with customers or accounts (ideally in marketing, tech, or FMCG sectors) is beneficial, but attitude and aptitude are more important than years of experience.

• Tech-savvy and eager to learn — confident using platforms like Excel, Power BI, or CRM systems, with a willingness to learn new tools quickly.

What we'll offer:

As well as your salary we offer the following

• Pension. A combined contribution of up 12% of your salary for your future.

• Reward and Recognition. A bonus scheme based on company performance, with regular recognition along the way.

• Holidays. 33 days including public holidays, with options to buy or sell extra days.

• Giving back. 2 paid days leave to support a charity of your choice

• Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.

• Health Days. 2 full days or 4 half days to take when you need to refuel and recharge.

• Collaboration opportunities. Flexibility to work remotely, with opportunities to collaborate with colleagues and contribute to our culture.

• Grow with us. You'll have opportunities to develop your career in a high pace technology company as part of a great team.

• Personal Investment. We'll invest in your personal development and give you regular feedback.

• Open culture. A place where you can bring new ideas, try doing things differently, and have a real impact.
  

You could belong here:

To deliver brilliant marketing to hyble’s global drinks suppliers and their customers we need to build a company that is reflective of their diversity. We are building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

For more information about us visit https://www.hyble.tech/ or check out our socials.