Senior Client Success Manager

About us:

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Great journeys start with Trainline

Now Europe's number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.

Introducing the Advertising Sales Team at Trainline

Trainline Advertising's vision is to offer the most marketplace-centric advertising to connect rail and coach travellers with advertisers at the right moments. Trainline Advertising will enable advertisers to engage with our customers through the entire marketing funnel - from awareness through to purchase and loyalty.

As a Senior Client Success Manager at Trainline, you will

You will be a trusted advisor and strategic partner to some of Trainline's most important clients. Your mission is to ensure long-term success, value delivery, and measurable impact across each relationship.

You'll manage the post-sale journey, from onboarding to optimisation, delivering high-quality service and insightful performance reviews. But more than that, you'll work hand-in-hand with our Sales team to shape account strategies, support pipeline development, and uncover opportunities for expansion. You'll play a central role in retaining key clients and driving revenue through proactive, data-informed client management.

• Lead seamless onboarding experiences and ensure new clients are positioned for long-term success from day one.

• Act as the primary contact for a portfolio of clients, cultivating strong, strategic relationships grounded in trust and results.

• Deliver regular performance analysis and reporting, highlighting return on investment and value delivered.

• Identify and pursue opportunities to grow accounts through upsell, renewal, and strategic expansion conversations.

• Work closely with the Sales team to define account strategies, contribute to commercial planning, and support deal execution.

• Anticipate client needs and proactively address potential risks to satisfaction or retention.

• Gather and share client insights internally to influence product roadmap, proposition design, and delivery models.

• Help evolve our client success methodology, contributing to the creation of scalable, high-impact processes.

• Stay up to date with trends in digital advertising, martech, and client success best practices to ensure we stay ahead of the curve.

About You

• Strong client-facing experience, with a proven track record of managing strategic relationships and contributing to retention and growth.

• Experience in a client success, account management, or strategic delivery role within SaaS, technology, or digital services.

• Collaborative by nature and experienced working with Sales teams on joint planning, account growth, and pipeline strategies.

• Structured and analytical, able to translate performance data into actionable insight and opportunity.

• Excellent communication and relationship management skills, including confidence with senior stakeholders.

• Highly organised and capable of managing multiple priorities in a fast-paced environment.

• Familiar with CRM and analytics tools such as Salesforce and Tableau, and confident using them to inform decision-making.

• Experience working in or with media agencies.

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• Think Big - We're building the future of rail

• ️ Own It - We focus on every customer, partner and journey

• Travel Together - We're one team

• ️ Do Good - We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn , Instagram and Glassdoor !