Reward Gateway

Client Success Manager – Enterprise, Fixed Term Contract

Reward Gateway

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £47,000 - £50,000 per year

About the role

  • Own and manage a portfolio of smaller or less complex customer accounts.
  • Serve as the primary day-to-day contact for customers, resolving issues promptly and professionally.
  • Build strong working relationships with key customer stakeholders.
  • Conduct regular check-ins, usage reviews, and tactical success meetings.
  • Monitor customer health, adoption, usage and engagement metrics; take action to address gaps.
  • Develop and execute adoption plans aligned to customer goals.
  • Provide training, enablement, and best-practice guidance to drive platform utilisation.
  • Ensure customers achieve measurable outcomes that support renewal and advocacy.
  • Identify early risks, usage decline, or customer challenges and escalate appropriately.
  • Analyse data and provide insights that demonstrate platform value.
  • Gather customer feedback to influence internal teams and identify improvement opportunities.
  • Identify potential opportunities for expansion based on customer needs and usage.
  • Collaborate with the CSD on commercial conversations, renewals and upsell motion.
  • Shadow strategic discussions to develop commercial capability (renewals, account strategy, negotiations).
  • Support delivery of success plans, customer roadmaps, and POD initiatives.
  • Maintain accurate and timely CRM documentation across all customer interactions.
  • Ensure account plans, meeting notes, actions and insights are captured and updated.
  • Follow Client Success frameworks, processes and playbooks consistently.
  • Collaborate closely with Senior CSMs, the CSD, Solution Architect, and Engagement Specialists to deliver a unified customer experience.

Requirements

  • Proven experience in Client Success, Account Management or similar customer-facing roles, ideally in SaaS or technology.
  • Demonstrated experience managing multiple accounts and delivering high-quality customer service.
  • Proven ability to drive adoption, engagement, and satisfaction across a customer portfolio.
  • Strong organisational skills with proven ability to manage multiple priorities simultaneously.
  • Familiarity with CRM systems, reporting tools, and account health monitoring.
  • Demonstrated passion for helping customers succeed and achieve tangible outcomes.
  • Strong relationship-building ability with a focus on trust, responsiveness and clarity.
  • Proven ability to analyse adoption and usage metrics and respond proactively.
  • Organised, process-driven, and disciplined in execution and follow-through.
  • Clear and confident communicator, both written and verbal.
  • Proven at being comfortable to escalate issues while maintaining accountability for customer communication.
  • Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs.
  • Demonstrated growth mindset, open to feedback, and committed to continuous improvement.
Benefits
  • Performance related bonus - OTE of £62,500
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata analysisadoption plansusage metricsCRM systemsreporting toolscustomer health monitoringtactical success meetingsplatform utilisation
Soft Skills
relationship buildingorganisational skillscommunicationresponsivenessclarityprocess-drivendisciplinegrowth mindsetproactive problem solvingcustomer advocacy