Meritt is excited to present an opportunity for a strategic and commercially minded Head of Customer Success to join a fast-scaling fashion retail tech startup that’s transforming the way premium customers shop online. Backed by leading investors, this company is growing 70–100% year-on-year and is gearing up for international expansion and a Series A raise.

This is a high-impact, high-ownership role where you’ll lead customer success across a portfolio of the UK’s most iconic fashion brands, including names like Paul Smith, ME+EM, RIXO, and Victoria Beckham. You’ll own the full customer lifecycle—from onboarding and retention to growth and expansion—reporting directly to the cofounder and working alongside the CEO, Head of Sales, and Head of Product to scale the CS function globally.

Why This Role?

• Take the lead on some of the UK’s most premium ecommerce partnerships
• Shape how Customer Success scales—processes, reporting, automation, and team structure
• Join a company solving a massive problem in ecommerce: returns, basket size, retention
• Help launch new marquee partners like Mint Velvet and Monica Vinader
• Work in a fast-moving, well-funded startup with international expansion on the horizon

Year 1 Success Looks Like:

• Seamlessly onboard and expand usage across new flagship brands
• Improve NRR from 90% to 130%+, while keeping churn under 1%
• Run strategic monthly check-ins and QBRs to prove commercial impact
• Launch scalable reporting for long-tail partners
• Identify growth opportunities across an existing base of 25+ accounts
• Feed valuable insight into product and go-to-market decisions

The Gig:

• Own the full lifecycle from onboarding to retention and growth
• Translate nuanced metrics into insights that drive decision-making
• Handle complex partner asks - returns policy changes, product tweaks, CX escalations - with calm clarity
• Collaborate cross-functionally with product, tech, and sales
• Build the structure and rhythm of CS for the future

Your Strengths:

• 4+ years in ecommerce, retail tech, customer success or partner management
• Bonus: background in fashion, payments (e.g. Clearpay etc), or ecommerce ops
• Confident with Shopify and ecommerce ecosystems
• Commercially credible - able to talk return rates, NRR, usage metrics with senior stakeholders
• Naturally warm and trustworthy - you build relationships that last
• Independent, proactive, resourceful - solves problems
• Passionate about retail innovation and the evolution of customer experience

Key Details:

• Location: London-based (2 days/week in NW London office + client meetings)
• Compensation: £85,000 base + £10,000 bonus + £20,000 equity
• Reports into: Cofounder
• Start date: Must be available by end of May (4-week notice max)

Interview Process

1. Apply here then complete your video introduction on the meritt platform
2. 121 video call with Richard Washington to align on goals
3. 2-stage interview process: Cofounder, Final onsite with CEO + Head of Sales

Start Date: Must be available to start by end of May (4-week notice max)