Customer Success Manager (UK)

All Gravy is the AI-native people operating platform for hospitality and retail.

We're modernising how frontline teams work, replacing scattered tools and outdated systems with a single app that's actually built for the way people work & socialise today. Our AI Colleague gives staff instant answers & executes day-to-day tasks, freeing up managers to focus on people & customers instead of paperwork. We work with some of the most exciting brands in hospitality and retail, including Gail's, L'Osteria, Dishoom, Pizza Pilgrims, Ottolenghi, Q8 and 7-Eleven. Today over 2,000 restaurants and stores trust us to run their teams.

We've grown 10x in two years and are accelerating into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to create better work lives for the 80% of the world that do not sit behind a desk.

About the Role

We are looking for a relationship-driven Customer Success Manager who can ensure that our customers in the UK get maximum value out of All Gravy.

You will be responsible for a portfolio of live UK customers and act as their trusted adviser and strategic partner. Your focus will be on creating strong, long-term relationships and helping customers succeed - both with our platform and in their daily operations.

This is a full-time position based in Central London, where you will work primarily from our office with some flexibility for working from home. Remote work is not possible, as the role requires frequent collaboration with the team and meetings with customers.

️ Your Responsibilities

In this role, you will take full ownership of the customer journey after onboarding, ensuring strong customer health and long-term value:

1. Customer relationship management

• Become the primary point of contact for your portfolio of customers

• Build strong, trusted relationships and drive ongoing engagement

• Ensure high customer satisfaction and retention
  
  2. Strategic account ownership

• Drive success in key metrics such as:

  • GRR 

  • Churn rate

  • Expansion opportunities 

• Understand customers’ business challenges and goals - and help them achieve measurable results

• Proactively identify risks, challenges, and opportunities before they escalate
  
  3. Business insights & analytical thinking

• Monitor customer usage and performance data

• Translate insights into clear, actionable recommendations for both customers and internal teams

• Run regular business reviews to ensure alignment and measurable value

  4. Collaboration & customer advocacy

• Work closely with Product, Support, Sales, and Operations to solve customer challenges and improve the customer experience

• Be the customer’s voice internally and contribute to product development based on feedback and insights

• Help improve Customer Success processes and play an active role in elevating team practices

⭐️ What does it take to thrive here?

We are not looking for a specific educational background - we are looking for the right mindset. You’ll thrive in the role if you are curious, commercially minded, and passionate about helping customers succeed.

You’ll enjoy the role if you:

• Have strong relationship-building skills and love creating value for customers

• Communicate clearly, confidently, and professionally

• Are comfortable working with data and turning insights into decisions and recommendations

• Possess a solid general business understanding

• Can work independently but also thrive in a collaborative environment

• Are comfortable working with tech and SaaS products – a technical background is not required, but curiosity and willingness to learn is essential

Why join All Gravy now?

• Direct impact: You get ownership and responsibility from day one

• Meaningful work: Help frontline employees improve their working lives

• Strong culture: Low ego, high trust, and a focus on learning, clarity, and accountability

• Growth opportunities: We’re scaling quickly, and you can grow with us

If you want to help shape the future of frontline work and build strong, lasting relationships with exciting UK brands, we’d love to hear from you!