Reward Gateway

Client Success Director – Enterprise

Reward Gateway

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £70,000 - £80,000 per year

Job Level

Lead

About the role

  • Own and execute the strategic plan for your POD, including retention, expansion, value realisation, and long-term growth.
  • Lead all commercial discussions across your portfolio, including renewals, expansions, upsell motions, and contract negotiations.
  • Maintain accurate forecasting across renewal and expansion pipelines.
  • Identify and pursue growth opportunities, partnering closely with CSMs to execute account strategies.
  • Build and maintain senior stakeholder relationships to strengthen long-term partnership success.
  • Lead, coach, and develop Senior CSMs and CSMs within your POD.
  • Provide day-to-day guidance on customer strategy, planning, risk assessment, and commercial execution.
  • Ensure consistent execution of adoption, onboarding, value realisation, QBRs, and customer engagement motions across the POD.
  • Champion customer feedback internally and partner cross-functionally to resolve issues and improve customer experience.
  • Use data and insights to inform priorities, identify risks, highlight opportunities, and improve POD performance.

Requirements

  • Proven experience in Client Success, Account Management, or customer-facing roles within SaaS or technology.
  • Demonstrated ownership of renewals, expansions, pricing conversations, and commercial negotiations.
  • Proven ability to motivate, coach, and develop a high-performing team.
  • Strong negotiation skills and demonstrated confidence owning commercial outcomes at senior levels.
  • Proven experience navigating complex customer environments with multiple stakeholders.
  • Demonstrated ability to diagnose risks, identify gaps, and implement improvements across customer portfolios.
  • Excellent communication and executive engagement skills, written and verbal.
Benefits
  • OTE of £100k - £120k
  • 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
Client SuccessAccount Managementcommercial negotiationsrenewalsexpansionspricing conversationsrisk assessmentcustomer strategydata analysisSaaS
Soft Skills
leadershipcoachingnegotiationcommunicationstakeholder managementteam developmentstrategic planningproblem-solvingrelationship buildingexecutive engagement