Senior CSM / Account Manager

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

📋 Description

• Take ownership and expand your portfolio.

• Your responsibilities will include:

• - Allocating your time effectively across a diverse portfolio based on value, risk, and opportunity.

• - Developing account plans that align client objectives with tangible revenue opportunities.

• - Conducting structured Quarterly Business Reviews (QBRs) focused on commercial outcomes.

• - Discovering and advancing expansion, upsell, and cross-sell prospects within both established and high-potential accounts.

• - Maintaining accurate and up-to-date CRM records, next steps, and opportunities.

• Manage renewals and minimize churn.

• Your role will involve:

• - Overseeing renewals across your portfolio and detecting risks at an early stage.

• - Utilizing client feedback, usage statistics, and commercial insight to assess account health.

• - Engaging in commercial discussions regarding value, performance, contract terms, and next steps.

• - Collaborating with internal teams to address obstacles that may impact retention.

• - Formulating actionable plans to decrease churn and enhance client outcomes.

• Assist clients in maximizing their experience with Gocertify.

• Your tasks will include:

• - Aiding clients in aligning their goals with actionable campaign recommendations.

• - Supporting clients in launching, refining, or expanding targeted discount campaigns.

• - Identifying areas of low adoption and devising practical strategies to address them.

• - Conducting early check-ins post-launch to ensure clients are positioned for success.

• - Identifying friction points in the client experience and facilitating their removal.

• Bring insights back into the organization.

• Your focus will be on:

• - Communicating client feedback to Sales, Product, and Partnerships teams.

• - Highlighting recurring challenges, requests, and obstacles to growth.

• - Assisting the team in understanding which client segments, use cases, or campaigns deliver the most value.

• - Contributing innovative ideas to enhance our product, positioning, and account management strategies.

• - Aiding in the development of processes and playbooks that ensure consistent Client Success as we expand.

⛳️ Requirements

• Exceptional relationship-building abilities, with strong written and verbal communication skills.

• Experience in managing a portfolio of client relationships with a focus on commercial outcomes - growth, renewal, and expansion.

• A proven history of identifying and advancing commercial opportunities, beyond mere relationship maintenance.

• A data-driven approach to recognizing client risks, challenges, and opportunities.

• Proficient in conducting commercial discussions - addressing value, performance, contract terms, and next steps.

• Strong prioritization skills - adept at triaging a large account list and focusing on areas of value.

• Familiarity with CRM data and a disciplined approach to tracking activities and pipelines.

• Clear communication, both written and verbal, with clients and internal teams.

• A proactive attitude and sense of ownership - you take initiative, advance tasks, and do not wait to be prompted.

• Comfort operating in a dynamic, lightly structured environment where processes are still being established.

• Knowledge of the retail, e-commerce, affiliate, or marketing sectors is advantageous.

🏝️ Benefits

• Salary: £55,000 - £60,000; OTE up to £80,000.

• Significant EMI share options - we are already profitable!

• 25 days of annual leave plus UK bank holidays.

• Private health insurance with AVIVA, including optical and dental cashback, with the option to self-fund partners/dependents.

• Enhanced sick pay.

• Work-from-home budget.

• MacBook or equivalent laptop provided.

• Flexible remote work options in various countries during core hours of 10 am - 4 pm UK time.

• Unlimited access to coworking spaces in over 48 countries through Hubble.

• Access to outstanding Gocertify offers.