Senior Client Success Manager – Public Sector

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.
• Contribute to continuous improvement by sharing client feedback, insights, and opportunities with product and operational teams.
• 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

• Public sector experience would be a strong advantage for this Senior Client Success Manager role, as it brings an understanding of the unique challenges, priorities, and decision making processes within government and public sector organisations. Knowledge of procurement frameworks, budget cycles, compliance requirements, and stakeholder management across complex structures would enable the successful candidate to build trusted relationships, navigate longer sales and implementation timelines, and deliver tailored employee benefits solutions that meet the needs of public sector employees.
• 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

• Performance Bonus up to 30% OTE
• 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