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Customer Success Manager – AI Visibility

2 weeks ago

London Area, United Kingdom Azoma Full time £90,000 - £120,000 per year

Customer Success Manager – AI Visibility (Amazon & Walmart)

Location:
London, UK (Hybrid)

About

At , we're pioneering how global brands optimize for Amazon Rufus, Walmart Sparky, and the next generation of AI-powered search and visibility.

We help enterprise-level e-commerce brands navigate the shift from keyword SEO to LLM-driven visibility — combining marketplace expertise, generative optimization, and data intelligence.

The Role

We're looking for a Customer Success Manager — a data-savvy, client-facing professional who can confidently lead conversations with global e-commerce brands, translate complex AI visibility metrics into clear strategies, and guide internal teams to deliver measurable outcomes.

You'll represent Azoma on calls with senior marketing and e-commerce leads, acting as the bridge between data insights, marketplace optimization, and brand growth.

Reports To

Head of Product & Strategy, AI Visibility

(dotted line to CEO)

What You'll Do

  • Own client relationships for a portfolio of enterprise-level Amazon and Walmart brands — ensuring retention, satisfaction, and measurable success.

  • Lead strategic calls and MBRs — present Rufus/Sparky visibility insights, interpret data dashboards, and make actionable recommendations for growth.

  • Translate insights into action — collaborate with internal delivery pods (GEO, marketplace, and analytics specialists) to ensure consistent execution.

  • Oversee delivery quality — ensure projects meet timelines, KPIs, and reporting standards; identify risks or scope issues early.

  • Drive renewals and expansion — own retention, renewals, and expansion revenue through proactive value demonstration and relationship growth.

  • Lead a small cross-functional pod — coordinate weekly priorities, review deliverables, and maintain alignment across specialists.

  • Run executive cadences — oversee weekly workstream check-ins and quarterly business reviews (QBRs) with brand directors and marketing leads.

  • Partner cross-functionally with Product, Data, and Strategy teams to refine visibility frameworks, tools, and client playbooks.

  • Stay ahead of trends in LLM-driven search, marketplace SEO, and generative optimization — guiding both clients and internal teams.

  • Manage risk & scope — maintain an issues/risks log, handle escalations, and ensure client satisfaction throughout delivery.

What You Bring

  • 3–4 years in client success, brand management, or account leadership within Amazon, Walmart, or e-commerce agencies.

  • Strong understanding of Amazon SEO, share-of-voice, and AI visibility metrics (Rufus recommendation rate, indexing, GEO content performance).

  • Proven record of retaining and expanding enterprise-level clients and managing executive-level relationships.

  • Exceptional communication, storytelling, and presentation skills — you make complex data clear, persuasive, and actionable.

  • Experience leading small cross-functional teams delivering measurable outcomes.

  • Familiarity with tools like Helium10, DataDive, SmartScout, PickFu, or equivalent.

  • Analytical storytelling ability — you can turn dashboards into strategic decisions.

  • Ownership mentality — proactive, accountable, detail-oriented, and results-driven.

  • Curiosity about how AI and generative search are transforming e-commerce visibility.

Success Metrics

  • Client retention and renewal rate

  • Net Revenue Retention (NRR) / expansion growth

  • Client satisfaction (CSAT) and engagement quality

  • Delivery consistency and on-time project completion

  • Clarity of communication on Rufus/Sparky results

  • Evidence of visibility improvements (recommendation rate, share-of-voice lift)

Ways of Working

  • Hybrid London-based with flexible client call scheduling across EMEA/US time zones.

  • Weekly internal stand-ups; Monthly progress reviews; Quarterly Business Reviews with key clients.

  • Close collaboration with Product, Marketplace, and Sales teams.

Why This Role Matters

You'll be the trusted face of Azoma for some of the world's most recognized consumer brands — helping them stay discoverable and competitive in an AI-first search landscape.

Your clarity, curiosity, and relationship strength will directly drive client success, retention, and expansion, shaping how global brands grow through AI Visibility.

Compensation

Competitive base salary + performance-linked bonus tied to retention, renewals, and expansion outcomes.