Customer Success Manager, Key Accounts

LegitGrails digitally authenticates luxury and designer goods. Two human experts check every item, and results can come back in as little as 30 minutes. We cover 600+ brands across handbags, sneakers, watches, jewellery and collectibles. We’ve authenticated 2M+ items for over 100k clients worldwide.

Our business clients are consignment stores, resellers, online marketplaces, resale platforms and pawn shops. We’re hiring a Customer Success Manager to own our largest accounts and grow them.

Reporting to the head of sales, your role consists on managing a portfolio of clients and supporting their growth.

What you’ll do

• Own a portfolio of B2B accounts and act as their main point of contact
• Monitor each account’s credit balance, usage and top-up patterns, and act before balances run out
• Find expansion opportunities: new locations, new categories (e.g. watches, jewellery), API or integration use, and new teams within the client
• Spot accounts whose usage is slowing early, find out why, and win them back
• Run regular account reviews with key clients covering volume, turnaround, accuracy and goals for the next quarter
• Take client feedback to the product and operations teams, and advocate for what our biggest accounts need
• Keep all account activity, health signals and expansion opportunities up to date in our CRM

Must-haves

• 4+ years in customer success, account management or key account management in B2B
• A track record of growing revenue from existing accounts, ideally with numbers you can share
• Fluent written and spoken English
• Numbers-driven: you read usage data, spot trends and track your book without being chased
• Confident running senior conversations and negotiating volume commitments

Nice-to-haves

• Experience in luxury resale, pre-loved fashion, sneakers, pawn shops, marketplaces or e-commerce
• Fluent German, Italian, French or Spanish are a plus
• Experience with usage-based, prepaid or credit-based pricing (not just subscriptions)
• CRM experience

What we offer

• Fully remote
• Ownership and autonomy over our most important client relationships
• Direct line to the Revenue lead