Founding Customer Success Manager (CSM)
Location: London (hybrid - min 2 days pw)
Marcode is the leader in affiliate fraud protection. We work with brands like ASOS, Wayfair, New Balance, On the Beach, Rakuten and many more to detect and stop the four main fraud vectors in affiliate marketing: brand bidding, ad hijacking, browser extension fraud, and cookie stuffing.
Our growth rate puts us in the top quartile of private B2B SaaS companies at our stage, and we’ve achieved it with low churn and without burning VC cash to get there. We’re small, profitable, and growing fast which means the person who takes this role will genuinely shape how Customer Success runs at Marcode for years to come.
We’re also an AI-first company. Every process we build assumes the person running it will be using the best tools available today and whatever comes next. If you want a role where you’ll use modern AI tooling every day rather than watch it replace you, this is it.
This is our first dedicated Customer Success hire. You’ll own the relationship, retention, and expansion of our brand client base not as a ticket-handler, but as a strategic partner who understands the affiliate channel well enough to spot problems our clients haven’t noticed yet and tie solutions back to commercial outcomes.
There is no set meeting cadence with clients. You decide who needs what, when, and why. You’ll proactively hunt for opportunities across the base, help clients get the most from our platform, and design repeatable systems that scale as we do.
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Own retention and expansion across our brand client base
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Proactively identify fraud-related risks and value-creation opportunities for clients, and turn them into forecasted commercial proposals
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Communicate outcomes (not data) — tell a story, not a dashboard
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Design and document repeatable systems and automations that make the CS function scalable
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Challenge clients constructively when their affiliate strategy has gaps they haven’t spotted
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Feed learnings back into product, sales, and wider company processes. This role will heavily shape the product direction
Affiliate expertise (non-negotiable)
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Deep, hands-on understanding of how the affiliate channel actually works day to day. You’ve either run campaigns yourself or sat close enough to them to understand the detail.
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You know the different partner types (cashback, content, coupon, sub-affiliates), how tracking and attribution work, and where things can go wrong.
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You’re comfortable stepping into a client’s world and explaining the commercial impact of affiliate decisions in a way a CMO or finance lead will actually care about.
Proactive problem solving
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You don’t wait for clients to raise issues. You spot problems early, call them out clearly, and aren’t afraid to challenge thinking when something doesn’t look right.
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More importantly, you turn those problems into practical, commercially sensible solutions that drive real outcomes.
Systems and automation mindset
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You naturally look for patterns and repetition, and turn them into scalable processes. You take ownership of how things are done and keep refining them as you learn.
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You’re comfortable using AI and modern tooling to automate the right things, without over-engineering what should stay simple.
Commercial / sales instinct
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You see opportunities to grow accounts and know how to turn them into something tangible.
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You’re comfortable building proposals, forecasting impact, and having commercial conversations with clients. If something doesn’t land, you take the feedback and improve it next time.
Clear, outcome-led communication
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You focus on what actually matters to the client, not just the data. You can tell a clear, concise story around outcomes and impact, build strong relationships, and keep things moving without hiding behind meetings.
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We're a small but mighty team that delivers daily: making clients lives better beats meetings for the sake of meetings
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Everyone has a say in the direction of the product and the company. Your ideas will be heard.
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"Senior" here means senior in judgement and ownership. You'll be doing the work, not delegating it
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We automate as much as possible so we can focus on the things that actually matter
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This role suits someone who's energised by scope and autonomy, and frustrated by process and meetings
Interview Process:
4x stages: Video call with our Talent Partner Video Call with Founders Presentation Task (video call) Final F2F with the founders
