Senior Client Success Manager – SME, Fixed-Term Contract

Role Overview

• Own and manage a portfolio of complex and strategically important accounts (including those with bespoke solutions or multi-product usage).
• Build deep, long-term relationships with senior collaborators across customer organisations.
• Act as the primary point of contact for your accounts, ensuring a seamless and proactive customer experience.
• Conduct regular QBRs and strategic business reviews aligned to customer goals and measurable outcomes.
• Monitor account health, usage, adoption, and engagement metrics; build action plans to address gaps or accelerate value.
• Lead onboarding or introduction of new products, ensuring customers receive a smooth experience and achieve early success.
• Deliver training, enablement sessions, and engagement activities to drive usage and encourage advocacy.
• Analyse programme data and present insights that demonstrate impact and align to customer objectives.
• Identify early signs of risk and proactively intervene to protect customer outcomes and revenue.
• Coordinate cross-functional resources (Product, Engineering, Support, Operations) to resolve customer challenges.
• Escalate issues appropriately to the CSD while maintaining ownership of customer communication and expectations.
• Find opportunities for deeper product adoption or expansion based on customer needs and platform usage.
• Partner closely with the CSD to support commercial discussions, renewals, and upsell motions.
• Shadow and contribute to commercial negotiations to develop skills in commercial management and strategy.
• Support the creation of renewal strategies, account plans, and multi-year value roadmaps.
• Maintain accurate and timely records in Salesforce and all relevant systems.
• Deliver all administrative tasks, project updates, and documentation to a high standard.
• Ensure all customer engagements, plans, and actions follow agreed Client Success playbooks and standards.
• Work closely with the CSD, CSMs, Solution Architect, and Engagement Specialists to deliver a coordinated customer experience.
• Provide coaching and guidance to CSMs within the POD when required, supporting team capability and consistency.

Requirements

• Proven experience in Client Success, Account Management, or similar roles within SaaS or technology.
• Strong experience managing complex, multi-stakeholder customer portfolios.
• Proven track record of high retention, customer satisfaction, and value delivery.
• Demonstrated experience creating and delivering QBRs, strategic account plans, and executive presentations.
• Strong understanding of Client Success metrics, adoption levers, and value realisation frameworks.
• Customer-first mindset with a passion for helping customers achieve measurable outcomes.
• Skilled at navigating complex organisational structures and managing multiple stakeholder relationships.
• Strong project management capability; proven ability to manage multiple initiatives simultaneously.
• Analytical mindset with proven ability to interpret data, identify insights, and translate them into actions.
• Confident communicator and presenter, including with senior audiences.
• Demonstrated growth mindset with openness to coaching, learning, and personal development.
• Collaborative team player who works effectively with the CSD, CSMs, and cross-functional teams.

Benefits

• 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