Overview
Founding Customer Success Manager (MarTech) Jobs in London, England, United Kingdom at Fluent
Title: Founding Customer Success Manager (MarTech)
Company: Fluent
Location: London, England, United Kingdom
About Us
Fluent is a reporting platform built to truly fix reporting for agencies, going beyond pulling and displaying data to produce consistent, narrative-driven client reports, so account managers can spend their time adding value to accounts, not just reporting on them.
Fluent was recently acquired by Opteo, and we're now rebuilding the team, bringing existing customers across thoughtfully, and turning our focus to growing adoption with both today's agencies and tomorrow's.
Alongside the Fluent and Opteo product suite, we also run the Agency Growth Programme, which supports agencies as they bring clients onto nascent channels. Supplying the tech to make getting started easier, with one-click account creation and optimisation across all their channels in one platform, while connecting them with opportunities like ad spend vouchers for their clients through Opteo's relationships with TikTok and Microsoft Advertising.
The Team
Across the organisation, we are a small team, around 16 of us in total, most based in London with a few working remotely from abroad. We work in offices within the Fora network, with our main office in Shoreditch and some of the team focusing their time at the Hammersmith location. You'd typically work in person 3 days a week across the two, likely spending most of your time in Hammersmith, so living within easy reach of West London is a real plus.
We're the kind of team that genuinely enjoys spending time together. Small enough that you'll know everyone properly, work directly with the founders, and have real influence on what gets built. You'd sit on the Fluent and AGP side of the business, working very closely with Ben, with plenty of opportunity to work alongside the wider team across projects as and when they come up.
The Role
This is a relationship-first, product-close role sitting across both Fluent and the AGP. You'll be the dedicated point of contact for our agency partners, someone they can trust, who gets how they work, speaks their language, and helps them get real value from what we are building.
Fluent: Agency Support and Onboarding
You'll be the agency teams' first point of contact as they take Fluent on. Running onboarding calls, getting teams set up across their client accounts, finding the friction, and bringing real insight back to how we build the product. The work here isn't following a finished playbook, it's helping write one. Your input genuinely shapes where Fluent goes from here.
What good looks like is an agency that's fully up and running on Fluent quickly, with the majority of their client accounts connected, and the team genuinely getting value from it from day one. The goal is to make onboarding feel effortless and systematic, so agencies reach that point fast and with no unnecessary friction along the way.
Day-to-day this looks like:
- Running onboarding walkthroughs with agency teams, clear, unhurried and genuinely useful
- Helping agencies connect all their client accounts and get comfortable with the platform
- Being on hand for questions, issues and the inevitable quirks of real-world reporting setups
- Building close enough relationships that agencies tell you what's actually working and what's not
- Meeting agency partners in person where it makes sense, especially London-based
- Gathering case study material, real quotes, real results, real workflows, to inform how we talk about Fluent going forward
AGP: Agency Channel Support
You'll act as a knowledgeable, approachable extension of the agency team, the person who reduces the friction around channel adoption, supports partners through account setup and eligibility, and gets called when they need guidance or hit a snag. The brief is simple: feel like part of their team, not someone chasing activity from the outside.
What good looks like is an agency that confidently brings clients onto TikTok and Microsoft, knows when those channels make sense, and treats you as their first call when something needs sorting. The goal is for partners to feel materially more capable on these channels because of the support they get, not just enabled, but better at the work.
Day-to-day this looks like:
- Helping agency partners navigate TikTok and Microsoft account creation through the Opteo platform
- Advising on channel strategy, when TikTok makes sense for a client, how to think about starting spend, what to expect
- Sharing channel insight from inside the platforms, what's working, what's changing, what to watch
- Handling support queries, ad spend vouchers, account eligibility, suspensions, platform questions
- Building the kind of relationship where agencies come to you proactively, not just when something goes wrong
What We Are Looking For
Who you are
You've probably spent a few years at a solid independent agency, building real expertise in what you do, and found yourself wondering whether there's a way to keep what you love about the work while doing it differently. You still love the craft, the channels, the people you work with. You're just curious what it would be like to work in tech instead of in an agency. Helping the teams who used to be your peers with tools that make their lives easier, staying close to marketing without being inside an agency yourself.
We're looking for someone who wants to own their role and grow within it. Someone who finds satisfaction in helping agencies get the most out of what we're building. An onboarding that lands well, a partner who feels looked after, a problem that gets sorted. Dependable, proud of the work, and more interested in mastering the role than racing past it.
If you want to do great work, be the person agencies actually want to call, and build something you're glad to put your name to, we'd love to work with you.
Experience
- 3+ years hands-on work in paid social at a digital or performance marketing agency
- Strong experience running campaigns on Meta and TikTok Ads
- Working knowledge of Google Ads and Bing Ads
- Comfortable in client-facing situations, running calls, presenting results, managing relationships
- Understands how agencies work from the inside, reporting workflows, client structures, the day-to-day reality
- Has navigated the messiness of real accounts, different setups, varying client engagement, obscure requirements
Skills
- Warm, clear communicator, in writing and on calls
- Able to take technical things and make them feel straightforward for people who are not deep in the weeds
- Organised enough to hold multiple agency relationships without anything slipping
- Detail-oriented, you notice when something is slightly off and you sort it
- Coachable, open to feedback, and more interested in getting things right than being right
- The kind of person clients are genuinely pleased to hear from
The Package
- £38-42K base salary
- Department performance bonus
- 28 days holiday + bank holidays
- £2,000 annual holiday expense allowance
- Flexibility to work abroad in short stints
- Hammersmith & Shoreditch Fora office + access to Fora locations across London and the UK
- Free coffee and snacks
- Regular team socials + annual offsite
A Note on Team Culture
We do not have a big team, a structured onboarding programme, or a career ladder mapped out to Director. What we do have is real work that matters, direct access to the people making decisions, and the kind of environment where the right person can genuinely make their mark.
You'll work alongside the founders, get unfiltered exposure to how a product company actually operates, and build direct relationships with the channel teams at TikTok and Microsoft. More than anything, you'll be in early on something with serious potential. Working hand in hand with the people building it, with the chance to shape how a tech business defines its relationship with its customers from the ground up.
If you are energised by that, and not put off by it, we would love to hear from you.
How to Apply
We're expecting a high volume of applications for this role, so we've designed this process to do two things: cut quickly to understanding who you are as a person, and give you a real chance to understand how working with us would actually compare to what you do now.
Step 1, Apply through LinkedIn and add me (Ben) 💼📲
(linkedin.com/in/ben-chrusciel)
Apply through the LinkedIn job post (a couple of quick questions, like confirming you're based in London), then send me a connection request with the keyword "Fluent" in the message.
I'll review your application and CV, and if you're through to the next round, I'll message you directly with the next steps.
Step 2, A short exercise 🎤
I'll send you a couple of questions for you to answer with voice notes or short videos in our DMs:
- A question about your past experience
- A short scenario for you to talk through
A note on the brief: please don't read from a script. I'm not testing for a perfect strategic answer, I'm interested in how you talk about marketing, whether you're comfortable sharing your opinions, and if you can explain things clearly to someone who doesn't live and breathe this stuff.
Step 3, A video call with me 📞
A chance to tell you more about the role, and help you work out whether it's a fit for you.
Step 4, An in-person follow-up 🤝
A more relaxed catch-up to get to know each other properly. We can dig into how the role works, where we think your experience would fit, and you'll have plenty of time to ask whatever you need to.
Know someone you think would be brilliant in this role? Make the introduction, and if they end up joining us, we'll pay you a £1,000 referral fee as a thank you.
