Senior Customer Success Manager – Enterprise Accounts

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

📋 Description

• Manage and nurture strategic relationships with enterprise clients.

• Grasp client priorities and develop success plans that include objectives, KPIs, and actionable steps.

• Assist clients in enhancing registration, activation, engagement, and reward utilization.

• Provide support for onboarding, communication, and continuous program optimization.

• Recognize risks, tackle underperformance, and facilitate retention and renewals.

• Spot opportunities for account expansion, new market entry, and additional capabilities.

• Collaborate with the commercial team to transform growth opportunities into business ventures.

• Facilitate Quarterly Business Reviews (QBRs) and engage in meetings with senior stakeholders.

• Link performance data to business results and establish subsequent actions.

• Coordinate with implementation, product, technical, and partnerships teams to manage launches and resolve issues.

• Convert client feedback into valuable insights for products and services.

• Enhance customer success playbooks, reporting processes, and operational methodologies.

• Share knowledge with colleagues and leverage AI and automation to boost team efficiency.

⛳️ Requirements

• Proven experience in enterprise customer success, strategic account management, or client services.

• Ideally experienced in SaaS, loyalty, CRM, or marketing technology sectors.

• Demonstrated ability to improve client outcomes, retain key accounts, and identify growth opportunities.

• Knowledgeable in customer lifecycle marketing, onboarding processes, communication strategies, and ongoing engagement techniques.

• Comfortable with data analysis and performance reporting.

• Capable of articulating recommendations clearly.

• Skilled in building relationships with program owners as well as senior decision-makers.

• Adept at leading difficult conversations with confidence.

• Technically proficient in discussing platform capabilities, integrations, and data requirements.

• Possess strategic thinking paired with a hands-on approach.

• Ability to take initiative, follow through, and manage multiple priorities concurrently.

• Enthusiastic about utilizing AI and automation to enhance customer service and account management.

• Experience in loyalty or rewards program management, marketing agency account management, or international client support is beneficial, though candidates from adjacent sectors with relevant achievements are also considered.

🏝️ Benefits

• Remote-first environment with optional hybrid work from our office in Manchester.

• Commission structure for expansion and upselling, along with discretionary bonuses.

• Pension scheme.

• Regular social gatherings.

• Generous holiday allowance.

• Access to our comprehensive suite of rewards.

• Health cash plan based on tenure.

• Significant responsibility and influence over enterprise client programs.

• Opportunity to collaborate with well-known brands such as JD Sports, Lebara, and HelloFresh.

• Opportunity to shape customer success strategies and product decisions.

• Career advancement opportunities.

• Flexible, family-oriented, and supportive working atmosphere.