Location: Central London Job Type: Full time Why join us? If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time. Our Vita Mojo DNA We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people. About the role We’re looking for a Senior Client Success Manager to take ownership of a mixed portfolio of mid-market and enterprise clients, acting as a trusted advisor who drives measurable value, long-term retention, and commercial growth. You’ll join a scaling Client Success team at a pivotal moment for Vita Mojo - helping to build the processes and relationships that will define how we serve clients as we grow. With a commercially minded, consultative approach, you’ll ensure clients realise the full value of the Vita Mojo platform while contributing to net revenue growth and the maturity of our CS function. This is a role for someone who wants to own real client relationships, build their enterprise chops and grow into a more senior position as Vita Mojo scales You will partner closely with your clients, delivering impactful conversations that engage stakeholders from C-suite to operations. Reporting directly to the Head of Client Success, you’ll collaborate across the Client Success team and with departments throughout Vita Mojo to deliver exceptional results and elevate the client experience. The day-to-day Working in a scale-up means that things often change and we adapt to the growing and changing needs of the business. We expect the below to be the bulk of the role, but this may change over time depending on your own development needs, aspirations and the makeup of the team. 🎯 Client Portfolio Ownership Manage a portfolio of Mid-market and growing enterprise clients, developing a deep understanding of their operations and business goals Proactively share product updates and new releases relevant to your clients, framing them in terms of the value they unlock Lead Executive Business Reviews (EBRs) that demonstrate ROI and align the Vita Mojo roadmap to client priorities Own renewals across your portfolio - identifying risk early and building compelling cases for continued and expanded investment Identify and pursue upsell and cross-sell opportunities where they genuinely add value for the client 🤝 Stakeholder Relationships Build trusted, multi-threaded relationships across your accounts - from operations teams to senior leadership Engage confidently with C-suite contacts when the account requires it, particularly on renewals and strategic reviews Act as the first line of escalation, communicating with clarity and empathy under pressure Look for ways to expand your knowledge of the sector through trade shows, webinars, and client visits 📊 Data & Insight Stay close to the numbers - our clients’ success is our success Spot patterns and risks early, acting on root causes rather than symptoms Feed client insights into Product, Engineering, and Sales — backed by evidence and frontline context 👥 Team & Company Contribute to the improvement of CS processes, playbooks, and tooling as the function matures Support junior CSMs with client challenges and share knowledge across the team Retain and grow SaaS revenue through consultative, value-led engagement About you You’re an experienced CSM who has been around the block in B2B SaaS. You know what great client success looks like and you’re energised by the challenge of doing it in a fast-moving scale-up where you can shape how things are done. ✅ Must-Haves 4+ years in B2B SaaS customer success, with at least 2 years in a Senior CSM role Proven track record managing £1m+ ARR across a mixed portfolio of Mid and enterprise clients Experience with complex, business-critical software where your clients rely on data for real-time decisions Comfortable working in a scaling CS function where no two days are the same and the playbook is still being written Skilled at building genuine client relationships — trusted by operations teams and senior stakeholders alike Commercially sharp with a consultative approach; you understand net revenue retention and know how to fight churn without resorting to hard selling Confident using Salesforce, Gainsight, and data dashboards to manage and present client health A team player who is curious, proactive, and not afraid to flag what matters internally ✨ Bonus Points Experience in hospitality tech or a service-driven industry Exposure to franchise or multi-site operators Experience on international client portfolios Our Benefits and Ways of Working We’re proud of the open, inclusive, and supportive culture we’ve built, and continue to build Vita Mojo. We operate a hybrid working model with two in-office collaboration days each week. Outside of those, we trust our team to manage their working day in a way that suits them, while being mindful of team needs, collaboration, and business priorities. This means you can flex your time when needed, whether for personal appointments, family responsibilities, or deep-focus work as long as you’re communicating openly and delivering on your goals. Private Healthcare All team members have access to private medical insurance through Vitality Health, offering fast access to high-quality healthcare, wellbeing resources, and the Vitality Programme. Life Assurance We provide Group Life Assurance through Legal & General, offering financial protection and wellbeing support to your loved ones in the event of your passing. Income Protection Income Protection is offered via Canada Life to support you financially if you’re unable to work due to long-term illness or injury, with additional support to help you return to work when ready. Learning & Development We believe that when you grow, we all grow. We’re proud to support professional development that helps you build transferable skills, whether that’s in your current role or to set you up for future success within the company. We’re also happy to support learning that’s not strictly role-specific, as long as it’s professionally enhancing and contributes to your broader growth at Vita Mojo. Holiday Allowance Team members receive 25 days of annual leave plus public holidays. This increases with each full year of service, up to 28 days. Carer’s Leave We offer one week (five days) of paid leave annually to support team members caring for a loved one. Parental Leave Our enhanced parental leave policy supports all new parents after three months of employment. Primary caregivers receive 16 weeks of full pay, followed by 50% pay for an additional 16 weeks. Secondary caregivers receive four weeks of full pay, plus an additional two weeks after three years of service. Health Leave We offer 12 days of fully paid sick leave annually to support your health and recovery. Birthday Leave Take the day off to celebrate your birthday—it’s on us. Social Events We host regular team socials, from monthly in-office drinks to quarterly offsites, celebrating milestones and enjoying time together as a team. Dog-Friendly Office We welcome well-behaved dogs in our offices.