About Azoma

Azoma is the agentic commerce optimisation platform for enterprise consumer brands. We help companies including Mars, Unilever, L'Oréal, Nestlé, Beiersdorf and Panasonic win visibility and revenue across AI shopping agents such as Amazon Rufus, Walmart Sparky, ChatGPT and Google Gemini.

Following a major fundraising milestone, we are entering a critical scaling phase, with strong commercial momentum, a growing enterprise customer base and an expanding international footprint across London and Toronto.

The Role

We're looking for a Founding Mid-Market Customer Success Manager to build our mid-market customer function. Customer Success at Azoma is responsible for growing our existing customers, so this is a commercial role as well as a customer-facing one: you'll own renewals, upsells and expansion across your portfolio. This is a founding role for someone ambitious and quick to learn, who wants to build something from scratch and is happy to be hands-on while the function takes shape.

You'll start hands-on, personally owning a portfolio of Challenger Brands and getting close enough to the day-to-day to know exactly what needs to be systematised. As you do, you'll design the processes and playbooks that let the function scale, with the opportunity to grow into leading the team that runs it. You'll report to the Head of Customer Success.

What you'll do

• Own and manage a portfolio of mid-market and SMB accounts, driving onboarding, adoption, renewal and growth
• Design and build the scalable, repeatable processes that will become the backbone of a high-volume book of business
• Analyse performance data and turn it into clear, actionable recommendations for clients
• Build strong working relationships with brand managers and digital teams at growing consumer brands
• Own upsell and expansion across your portfolio, and flag accounts with the potential to grow into larger opportunities
• Help shape the operating model and hiring plan as the function grows, with the opportunity to lead the team as it scales
• Bring client feedback into product development
• Build the self-serve resources, playbooks and templates that let the function grow efficiently without losing quality

Who you are

• 3 to 5 years in customer success or account management at a commerce SaaS, martech or retail media platform, or at an ecommerce agency
• Hands-on Amazon, marketplace, Shopify or Google Merchant Center experience strongly desired
• Experience managing a high-volume portfolio with a commercial mindset: you're comfortable driving renewals, upsells and expansion
• A process-design mindset: you see a manual workflow and start thinking about how to systematise it
• Ambitious and quick to learn: you take ownership and want to grow into leading a team
• Strong analytical and communication skills, comfort with CRM and CS tools like HubSpot, and curiosity about AI and emerging commerce technology

What you'll get

• Real ownership: build the mid-market function from scratch and shape how it runs
• A fast track to leadership, with the chance to lead the team as it grows
• Variety: work with fast-growing challenger brands and household names alike
• Help define a brand-new category, Agentic Commerce Optimisation, as AI changes how people shop
• Competitive compensation, including generous commission on upsells and expansions