Principal Client Success Manager

Principal Client Success Manager 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. We usually respond within a day Location: Central London (Hybrid remote - 2-3 days a week in office) Job Type: Permanent, 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. Your mission as a Principal Client Success Manager at Vita Mojo We are looking for a Principal Client Success Manager who is as comfortable in a boardroom as they are rolling up their sleeves in a fast-moving scale-up. You will lead our most strategic enterprise accounts, act as a trusted advisor to C-suite stakeholders, and bring the commercial sharpness and curiosity to turn client relationships into long-term growth engines; for them and for Vita Mojo. This is a role for someone who thinks strategically, communicates with authority, and genuinely loves the complexity of enterprise CS. You will not just manage accounts, you will shape how we do it, influence product direction, and raise the bar across the whole CS team. Genuinely ambitious, not just credible We want someone who wants to grow fast and is energised by the idea of building something, not just running it. You should be thinking about what the next level looks like and actively working toward it. This role suits someone who wants to accelerate their scope and impact in a scaling environment Warm, open, and culturally present Technical ability and executive polish matter; but so does personality. We are a people-first business and our clients feel that. We want someone who brings genuine warmth to client relationships, who lets people in, and who contributes to the culture of the team as much as the output. Our values are a core part of our culture. Consistently exec ready, not just occasionally polished Everything you produce; presentations, account plans, renewal proposals, internal updates; should reflect the level you operate at. The ability to flex communication style to the audience is not a bonus; it is a baseline. Deeply curious about Vita Mojo and our market We expect candidates and team members to know who we are, where we operate, and what our clients look like before they walk through the door. Intellectual curiosity about our product, our clients, and the hospitality sector is non-negotiable. If you are not the kind of person who researches before a meeting, this is not the right environment. Reporting to the Head of Client Success, you will be instrumental in embedding CS as a strategic growth function; not a reactive support layer. The day-to-day Working in a scaleup 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. Portfolio Ownership Own a portfolio of Vita Mojo's most strategic enterprise accounts, with full accountability for retention, growth, and relationship health. Lead Executive Business Reviews that go beyond reporting; demonstrating ROI, aligning to client priorities, and deepening strategic partnership Build and maintain multi-threaded relationships across your accounts, from operational contacts to C-suite Proactively identify expansion opportunities that work for both our clients and Vita Mojo Be the first point of escalation; own the communication, manage the resolution, and protect the relationship Build strong relationships with your clients, earning their trust through consistency, honesty, and curiosity Strategic & Commercial Develop long-term account strategies that connect client goals to Vita Mojo's platform and commercial outcomes Bring commercial depth to renewals; understanding total contract risk and pipeline implications, not just the headline ARR figure Build renewal strategies that begin well ahead of the renewal date, not in the final quarter Use health scoring, usage data, and leading indicators to identify risk and opportunity early Partner with Sales on expansion plays and contribute commercial insight where it adds value Internal Influence Act as the voice of the client internally; translating frontline insight into meaningful input for Product, Engineering, and Leadership Influence roadmap priorities through well-evidenced, commercially grounded cases on behalf of your clients Partner cross-functionally to orchestrate complex delivery and unlock value for your portfolio Contribute to how the CS team operates — sharing what works, supporting colleagues on difficult situations, and helping shape best practice Team & Culture Lead through expertise and credibility rather than formal management; this role does not have direct reports, but your influence will be felt across the team Help continue maturing the CS function; this is a scaleup and there is real opportunity to shape how things are done Be a visible, engaged presence; in the office, in client conversations, and in cross-functional discussions Must-Haves 7+ years experience in SaaS customer success, account management or strategic client partnerships, including significant experience managing enterprise or complex multi-site customers. You’ve been a CSM on complex, business-critical software where data supports real time business decisions Hands-on experience working in a scaling CS function; you thrive in a scaleup environment where no 2 days are the same A compassionate, approachable team member. You enjoy operating as a senior individual contributor, influencing through expertise, credibility and leadership rather than formal management Customer-obsessed and relentless about solving their problems, fast. Comfortable juggling operational details and big-picture goals; you know when to zoom in and when to zoom out. Confident using and optimising tools like Salesforce, Gainsight, Aircall and dashboards to help deliver exceptional client experiences. Proactive and collaborative across teams; you’re not afraid to challenge the status quo or escalate what matters. Bonus Points You’ve worked in or with hospitality tech and understand the pace, pressure, and service standards. You have experience on international clients You have experience with franchises 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. Departments Revenue Role Principal Client Success Manager Locations London Head Office Remote status Hybrid Employment type Full-time London Head Office Our Vita Mojo DNA Our passion for technology and food is matched only by our commitment to the people who build Vita Mojo. We’re a curious, collaborative, and forward-thinking team that focuses on what truly matters—creating meaningful impact for our customers and the business. As a Moji, you’ll work in an environment where ideas are tested, learning is shared, and progress comes from staying open, evidence-led, and willing to improve together. We believe the best outcomes come from working as one team. We collaborate openly, share context, and support each other to solve complex problems, challenge ideas respectfully and make better decisions together. And we take ownership of what we do. Acting with integrity, following through on commitments, and raising issues early helps us move quickly, build trust, and deliver results we can stand behind.