About

• Technical Customer Success Manager
• Boldstream™
• About Boldspace & Boldstream™
• Boldspace is a 6-year-old full-service brand and communications agency that has achieved consistent year-on-year growth since launch. From day one, we have been building Boldstream™, our flagship data & analytics platform that empowers brands to measure, understand, and act on the real-time impact of their communications.
• As we enter a new phase of AI-native growth for Boldstream, we have invested heavily in agentic workflows, retrieval-augmented insights, and intelligent automation across reporting and analytics. We are seeking a Technical Customer Success Manager to play a leading role in the future of the product and platform.
• The Role
• We are looking for a proactive, technically minded, and commercially aware Technical Customer Success Manager to own and grow customer relationships across Boldstream™.
• In this role, you will help customers successfully adopt and scale the platform by deeply understanding their marketing data, communications performance metrics, and underlying technical setup. You will act as a trusted advisor, guiding customers to translate complex marketing and analytics data into meaningful outcomes using Boldstream.
• You will sit at the intersection of customers, data, product, and delivery, playing a critical role in driving adoption, retention, and expansion, while feeding high-quality insights back into the evolution of the platform.
• Key Responsibilities
• Serve as a primary point of contact for Boldstream™ customers, owning onboarding, technical enablement, adoption, and long-term success
• Develop a deep understanding of customers’ marketing, brand, communications, and performance data, and guide them in using Boldstream to answer real business questions
• Interpret and explain marketing analytics, dashboards, and data outputs, helping customers understand what the data means and how to act on it
• Support customers with the technical configuration of the platform, including data sources, integrations, reporting structures, and workflows
• Monitor platform usage, data quality, and customer health signals; proactively identify risks, opportunities for optimisation, and expansion potential
• Deliver product training, technical walkthroughs, workshops, and demos tailored to different stakeholder groups (marketing, analytics, leadership)
• Act as a technical escalation point for customers, working closely with analytics, product, and operations teams to resolve issues and improve outcomes
• Capture structured customer feedback, usage patterns, and data challenges, and translate these into actionable insights for the product roadmap
• Partner with commercial and leadership teams on renewals, upsell, and expansion conversations, grounded in demonstrated customer value
• Maintain accurate account documentation and contribute to reporting on KPIs such as engagement, retention, NRR, and churn
• Help define and refine scalable Customer Success processes as the platform and customer base grow
• Skills & Experience
• 4+ years’ experience in a Customer Success, Technical Account Manager, or Account Management role within SaaS, marketing technology, analytics, or a data-driven agency environment
• Strong understanding of the marketing and communications landscape, including brand performance, campaign measurement, and analytics concepts
• Comfortable working with data, dashboards, and reporting tools, and explaining complex insights in a clear, client-friendly way
• Technical curiosity and aptitude, with the ability to understand integrations, data flows, and platform configurations
• Confident communicator with excellent presentation skills and experience engaging senior stakeholders
• Commercially minded, with experience supporting renewals, expansion, or value-based growth conversations
• Highly organised, proactive, and comfortable operating in a fast-moving, evolving product environment
• Nice to Have
• Experience working with AI-enabled platforms, data analytics tools, or marketing intelligence software
• Knowledge of data integrations, automation, APIs, or reporting pipelines
• Background in a startup, scale-up, or agency environment
• Experience working closely with product and engineering teams
• Pensions: a 5% employer contribution.
• Private Healthcare: Vitality
• Holiday: unlimited holiday (including all UK public holidays) – we trust our staff to take the time they need and still excel in their jobs – and days off for birthdays and moving house are guaranteed!
• Very Flexible working
• Socials: team socials regularly, chosen by the team.
• Team retreats: time to get to know each other away from the office.
• Bonus: transparent bonus structure where you can receive a % of base salary based on personal and company performance.
• Supporting good causes: we contribute some of our outperformance to charitable causes which the team help choose.
• Wellness: time within working hours every week for those that want or need it.
• Monthly benefits budget: £50 per month, every month, to spend on whatever you want – from a home delivered vegetable box and discounted gym memberships, to mental health support and professional coaching.
• A CARBON NEUTRAL BUSINESS
• Boldspace measures its performance on profit, people and planet combined. From day one, we will offset your carbon footprint entirely. The cost of this is covered 100% by the company.