We are White Label Loyalty (WLL), a fast-growing SaaS business providing innovative customer loyalty and engagement solutions to businesses of all sizes. Our mission is to help brands better understand, engage, and retain their customers through technology.
One of our flagship offerings is the Loyalty Mobile App—a white-label mobile application built from a single shared code base, which we customise and brand for each client. Our app allows our clients to deliver seamless loyalty experiences to their customers across industries.
We’re looking for a Client Success Manager (App Focus) to join our growing team. You’ll play a dual role:
Success Manager: Guiding clients through the full lifecycle of their loyalty program, helping them drive end-user adoption, increase engagement, and achieve measurable business outcomes.
App Delivery Specialist: Owning the end-to-end lifecycle of our white-label loyalty mobile apps for your assigned clients – from build and launch through updates, store submissions, and ongoing maintenance (no coding required).
You’ll combine a strong grasp of client success best practices with the operational know-how to deliver and maintain high-quality loyalty program mobile apps. Your days will be split between working strategically with clients to unlock the full value of their loyalty program and managing the operational processes that keep their app performing at its best.
In our fast-paced scale-up environment, you’ll need to be adaptable, hands-on, and ready to collaborate cross-functionally — whether you’re running a performance review with a client, coordinating a new app release, or supporting operational delivery.
Act as the technical expert in sales conversations, especially for app-related prospects.
Support scoping of app builds, integrations, and delivery timelines.
Prepare and deliver tailored product demos, including mobile app capabilities.
Collaborate with Sales to define proposals, packages, and RFP/RFI responses.
Manage app build processes: set up, configure, and prepare white-label apps for client branding.
Coordinate with engineering for any custom code requirements; manage all non-coding build steps.
Guide clients through API integration concepts and best practices (no coding required).
Lead solution walk-throughs and provide documentation for both clients and internal teams.
Act as a strategic partner to clients, helping them maximise the value of their loyalty program and mobile app.
Proactively recommend campaigns, features, and enhancements that will drive end-user adoption, increase engagement, and meet client business goals.
Work with clients to plan and execute program optimisations, from reward structures to marketing initiatives, ensuring alignment with both client objectives and platform capabilities.
Support feature adoption by demonstrating new capabilities and advising on how they can be leveraged for growth.
Deliver training, workshops, and regular check-ins with client stakeholders to ensure they have the knowledge, confidence, and resources to succeed.
Maintain clear, actionable success plans for each client, tracking progress and measuring impact over time.
Maintain app store listings and submit updates/new versions to Apple App Store and Google Play.
Respond to app store feedback/rejections and coordinate fixes with engineering.
Manage app maintenance backlog (bugs, tweaks, enhancements) and prioritise with the product team.
Perform UAT, usability checks, and regression testing on new app builds/updates.
Keep clients informed of app updates, features, and any app store policy changes.
Provide Tier 2 support for mobile app and platform queries; cover Tier 1 support when needed.
Support delivery of other client solutions with configuration, reporting, and data checks.
Tech-savviness: confident navigating digital tools, processes, and understanding APIs at a conceptual level.
Strong organisational skills with exceptional attention to detail.
Analytical problem-solving approach to both client and operational challenges.
Adaptability to change and ability to work across multiple workstreams in a fast-moving scale-up.
Excellent communication skills for client and internal stakeholder interactions.
Self-motivation, accountability, and a proactive approach to improvement.
The ability to occasionally work out of hours to support international clients (infrequent, always with prior agreement, and with time able to be taken back)
Based in West Yorkshire and happy to work from our office 2-3 days a week.
Experience in client success, account management, or SaaS operations.
Familiarity with app store submission processes.
Experience with loyalty programs, CRM tools, or mobile app delivery.
Exposure to Jira or other ticketing/project management tools.