Own the post-onboarding relationship with assigned clients, ensuring consistency and value delivery.
Actively manage client goals, platform usage, and account health to maximise retention.
Lead regular account reviews, providing actionable insights and recommendations.
Anticipate risk by monitoring engagement signals and addressing issues before they escalate.
Build a deep understanding of client business models, tipping policies, and success metrics.
Support clients in adapting to legislative changes, platform updates, and operational challenges.
Collaborate with Product, Tech, and Support to resolve issues and champion client needs.
Share best practices and contribute ideas to improve ways of working.
Play an active role in roadmap discussions and cross-functional initiatives that enhance the client journey.

Proven experience in Customer Success or Account Management (ideally in SaaS, fintech, or hospitality).
Strong relationship-building skills with excellent verbal and written communication.
Ability to deliver strategic account reviews and present recommendations confidently.
Proactive, problem-solving mindset with strong organisational skills.
Team player who contributes to process improvements and knowledge sharing.
Bonus: Experience with CRM software (HubSpot a plus) or knowledge of hospitality operations.

Customer Success Manager

Key skills