Client Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a portfolio of client accounts, ensuring accountability for net revenue retention, expansion pipeline, and long-term commercial success.

• Serve as a trusted advisor to client stakeholders, identifying and capitalizing on growth opportunities.

• Coordinate internal resources to position Appointedd as a vital component of client operations.

• Oversee net revenue retention within the portfolio while driving upsell and cross-sell initiatives.

• Maintain a dynamic and qualified expansion pipeline, collaborating with Client Partners on deal strategies.

• Detect whitespace opportunities within client networks and organizational structures.

• Manage renewals, track early warning indicators, implement mitigation plans, and handle churn risk.

• Create ROI narratives to support the renewal process.

• Transform satisfied clients into advocates, case studies, references, warm introductions, and referrals.

• Develop and manage account plans that align with client commercial objectives.

• Act as the primary contact for senior client stakeholders and lead ROI-focused business reviews.

• Evaluate expansion opportunities, present business cases, address objections, and report on pipeline metrics.

• Lead client implementations involving multiple stakeholders, overseeing scope, timelines, and outcomes.

• Provide structured training and facilitate user acceptance testing.

• Collaborate with Product to address configuration needs.

• Track product adoption, usage data, and engagement signals.

• Develop account health plans and escalate complex support issues to Engineering.

• Manage renewal timelines, commercial negotiations, and contract extensions.

• Translate client feedback into product insights and communicate progress on the roadmap.

• Advocate for product releases and promote feature adoption.

⛳️ Requirements

• Previous experience in a Client Success or Account Management position, preferably in a B2B SaaS setting.

• Proven track record of achieving retention targets and generating expansion revenue.

• Experience in managing client accounts with multiple stakeholders.

• Exceptional presentation and facilitation abilities.

• Capable of leading client QBRs and delivering product demonstrations.

• Clear, confident, and commercially astute communication skills.

• Ability to build trusted relationships with clients and colleagues.

• Strong organizational skills and accountability for results.

• Capacity to thrive in a fast-paced environment with changing priorities.

• Ability to make informed decisions swiftly.

• Comprehensive knowledge of the Appointedd platform, including its configurations, integrations, and edge cases.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible working hours and remote work options.

• Opportunities for professional development and growth.

• Engaging company culture with team-building activities.

• Comprehensive health and wellness benefits.