Customer Success Consultant, B2C

About Mirakl:

Founded in 2012, Mirakl has been at the forefront of marketplace innovation, empowering every business to compete in the platform economy.

Today, Mirakl’s operating system combines an enterprise marketplace solution (Mirakl Platform) that enables retailers and B2B organizations to launch, scale, and operate marketplaces and dropship, AI-powered multichannel selling (Mirakl Connect), retail media (Mirakl Ads) and an agentic commerce infrastructure (Mirakl Nexus).

With dual headquarters in Boston and Paris, Mirakl helps a global ecosystem of 450+ marketplaces (B2C and B2B) and a network of over 100k third-party marketplace sellers. Brands like Macy’s, Decathlon, Carrefour, Asos, and Airbus Helicopters use Mirakl to grow their businesses in new and remarkable ways.

For more information, visit www.mirakl.com.

Mirakl in Numbers:

• 🗓️ Founded in 2012 | Member of French Tech Next40
• 👥 750+ employees in 9 offices worldwide: Paris, Barcelona, Bordeaux, Boston, London, Munich, New York, Sydney, Tokyo

Our Values:

Working at Mirakl means accelerating your career alongside ambitious, passionate, and supportive colleagues. We're proud of the diversity of backgrounds, perspectives, and experiences that make our teams unique.

Our 5 values guide how we collaborate:

• 💡 Work Hard Together: Teamwork and collaboration are the foundation of our success
• 🏆 Get Things Done:  We prioritize action and efficiency for impactful results
• 🚀 Go Above & Beyond:  We tackle challenges proactively and always aim for excellence
• 🎓 Succeed Through Expertise: Knowledge sharing and continuous learning are core to our culture
• 🤝 Satisfy & Empower Clients: We're committed to our clients' success

Customer Success Consultant – B2C | London

1. The Team You'll Join

You'll be part of our B2C UK Customer Success team led by Jessica Winward, Senior Customer Success Consultant. The team consists of around 5 Consultants based across Munich and London, covering a portfolio of B2C accounts in the DACH and UK regions. Together, you'll be ensuring each client's marketplace reaches its full performance potential — acting as the strategic backbone behind their growth.

2. Your Impact

• Serve as the strategic and functional point of reference for B2C clients across both project and run phases — running tailored workshops with C-level stakeholders, shaping marketplace strategy, and keeping projects firmly on track to go-live.
• Build personalised post-launch action plans with each client, lead data-driven business reviews, and translate KPI analysis into concrete growth recommendations for marketplace teams and senior leadership.
• Define seller and customer strategies, benchmark against leading global marketplaces, and leverage the latest e-commerce trends and Mirakl product features to continuously drive client performance.
• Work cross-functionally with Mirakl's Business and IT teams to anticipate risks early, align on priorities, and ensure clients extract maximum value from the platform.
• Embed AI into your daily workflows — testing agents, providing structured feedback, and applying critical thinking to push the boundaries of how the team operates.

3. What You'll Bring to the Role

Experience:

• 18 to 24 months of experience in at least one of the following: management consulting, a business role within an e-commerce company or online marketplace (B2C), or Customer Success in B2B Enterprise SaaS — marketplace or digital commerce experience is a strong plus
• Proven track record of influencing and guiding senior stakeholders, including C-level, in a client-facing environment
• Master's degree in Business, Management, Finance, or a related field

Skills:

• Analytical and data-driven thinking: comfortable building business cases, interpreting KPIs, and turning data into actionable recommendations
• Senior stakeholder management and influence
• Strategic business advisory and structured problem-solving
• Strong written, verbal, and presentation communication
• AI literacy with a critical mindset — you already use AI tools and are curious to go further

4. Tools Used

Salesforce, Gong, Google Workspace, Dust, Excel

5. Languages

• English: Full professional proficiency (required)

6. Compensation, Perks & Benefits

• Pay Range: Competitive — to be discussed during the recruiter interview
• Perks & Benefits:

• 25 days of paid annual leave, excluding UK bank holidays
• Private healthcare with AXA
• 50% reimbursement of commuting costs within TfL zones
• Team lunch every Tuesday, ordered via Just Eat
• Pension scheme with Nest
• 4 days per week in our London office

7. Our Hiring Process

We warmly encourage you to apply to any of our roles, even if you think you're not an exact match.

Please click the "Apply" button to submit your application — this helps us make the best possible assessment and get back to you as quickly as possible.

• 30-minute screening call with Talent Acquisition
• Interview with the Hiring Manager, Jessica Winward, focused on business reviews and analytical skills
• Values interviews with two team members, including a 30-minute business case presentation

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you’re ready to join a global leader powering digital transformation for 450+ of the world’s most innovative retailers and B2B organizations.

As part of our recruitment process, Mirakl processes your personal data to review and manage your application and, where appropriate, to consider your profile for future opportunities. You can exercise your data protection rights at any time, and as further detailed in our policies. For more information about how we process your personal data and your rights, please consult our Recruitment Privacy Notice, here in English and here in French.

We may use Artificial Intelligence (AI) solutions to help streamline our hiring process, including screening applications, analyzing resumes, and assessing responses. While AI helps us work efficiently, all final hiring decisions are made by humans. For more information, visit our AI Guidelines for Candidates and Interviews.