Customer Success Manager growing customer accounts in payments and banking sectors. Driving revenue growth through demand generation and strategic relationship management.
About the role
- Senior Client Success Manager overseeing high-value customer accounts in a leading SaaS company. Focused on strategic planning, customer satisfaction, and portfolio management.
Responsibilities
- 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
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