Client Success Manager – Enterprise

Role Overview

• Own and manage a portfolio of smaller or less complex customer accounts.
• Serve as the primary day-to-day contact for customers, resolving issues promptly and professionally.
• Build strong working relationships with key customer stakeholders.
• Conduct regular check-ins, usage reviews, and tactical success meetings.
• Monitor customer health, adoption, usage and engagement metrics; take action to address gaps.
• Develop and execute adoption plans aligned to customer goals.
• Provide training, enablement, and best-practice guidance to drive platform utilisation.
• Ensure customers achieve measurable outcomes that support renewal and advocacy.
• Identify early risks, usage decline, or customer challenges and escalate appropriately.
• Analyse data and provide insights that demonstrate platform value.
• Gather customer feedback to influence internal teams and identify improvement opportunities.
• Identify potential opportunities for expansion based on customer needs and usage.
• Collaborate with the CSD on commercial conversations, renewals and upsell motion.
• Shadow strategic discussions to develop commercial capability (renewals, account strategy, negotiations).
• Support delivery of success plans, customer roadmaps, and POD initiatives.
• Maintain accurate and timely CRM documentation across all customer interactions.
• Ensure account plans, meeting notes, actions and insights are captured and updated.
• Follow Client Success frameworks, processes and playbooks consistently.
• Collaborate closely with Senior CSMs, the CSD, Solution Architect, and Engagement Specialists to deliver a unified customer experience.

Requirements

• Proven experience in Client Success, Account Management or similar customer-facing roles, ideally in SaaS or technology.
• Demonstrated experience managing multiple accounts and delivering high-quality customer service.
• Proven ability to drive adoption, engagement, and satisfaction across a customer portfolio.
• Strong organisational skills with proven ability to manage multiple priorities simultaneously.
• Familiarity with CRM systems, reporting tools, and account health monitoring.
• Demonstrated passion for helping customers succeed and achieve tangible outcomes.
• Strong relationship-building ability with a focus on trust, responsiveness and clarity.
• Proven ability to analyse adoption and usage metrics and respond proactively.
• Organised, process-driven, and disciplined in execution and follow-through.
• Clear and confident communicator, both written and verbal.
• Proven at being comfortable to escalate issues while maintaining accountability for customer communication.
• Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs.
• Demonstrated growth mindset, open to feedback, and committed to continuous improvement.

Benefits

• Performance related bonus
• OTE of £62,500
• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Allowance for professional development books, E-books, and podcasts
• Contributory pension scheme
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands