Reward Gateway

Senior Client Success Manager – SME, Fixed-Term Contract

Reward Gateway

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £50,000 - £55,000 per year

Job Level

Senior

About the role

  • Own and manage a portfolio of complex and strategically important accounts (including those with bespoke solutions or multi-product usage).
  • Build deep, long-term relationships with senior collaborators across customer organisations.
  • Act as the primary point of contact for your accounts, ensuring a seamless and proactive customer experience.
  • Conduct regular QBRs and strategic business reviews aligned to customer goals and measurable outcomes.
  • Monitor account health, usage, adoption, and engagement metrics; build action plans to address gaps or accelerate value.
  • Lead onboarding or introduction of new products, ensuring customers receive a smooth experience and achieve early success.
  • Deliver training, enablement sessions, and engagement activities to drive usage and encourage advocacy.
  • Analyse programme data and present insights that demonstrate impact and align to customer objectives.
  • Identify early signs of risk and proactively intervene to protect customer outcomes and revenue.
  • Coordinate cross-functional resources (Product, Engineering, Support, Operations) to resolve customer challenges.
  • Escalate issues appropriately to the CSD while maintaining ownership of customer communication and expectations.
  • Find opportunities for deeper product adoption or expansion based on customer needs and platform usage.
  • Partner closely with the CSD to support commercial discussions, renewals, and upsell motions.
  • Shadow and contribute to commercial negotiations to develop skills in commercial management and strategy.
  • Support the creation of renewal strategies, account plans, and multi-year value roadmaps.
  • Maintain accurate and timely records in Salesforce and all relevant systems.
  • Deliver all administrative tasks, project updates, and documentation to a high standard.
  • Ensure all customer engagements, plans, and actions follow agreed Client Success playbooks and standards.
  • Work closely with the CSD, CSMs, Solution Architect, and Engagement Specialists to deliver a coordinated customer experience.
  • Provide coaching and guidance to CSMs within the POD when required, supporting team capability and consistency.

Requirements

  • Proven experience in Client Success, Account Management, or similar roles within SaaS or technology.
  • Strong experience managing complex, multi-stakeholder customer portfolios.
  • Proven track record of high retention, customer satisfaction, and value delivery.
  • Demonstrated experience creating and delivering QBRs, strategic account plans, and executive presentations.
  • Strong understanding of Client Success metrics, adoption levers, and value realisation frameworks.
  • Customer-first mindset with a passion for helping customers achieve measurable outcomes.
  • Skilled at navigating complex organisational structures and managing multiple stakeholder relationships.
  • Strong project management capability; proven ability to manage multiple initiatives simultaneously.
  • Analytical mindset with proven ability to interpret data, identify insights, and translate them into actions.
  • Confident communicator and presenter, including with senior audiences.
  • Demonstrated growth mindset with openness to coaching, learning, and personal development.
  • Collaborative team player who works effectively with the CSD, CSMs, and cross-functional teams.
Benefits
  • 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 ManagementSaaSQBRsstrategic account plansexecutive presentationsClient Success metricsadoption leversvalue realisation frameworksproject management
Soft Skills
customer-first mindsetanalytical mindsetconfident communicatorcollaborative team playergrowth mindsetcoachingrelationship managementproblem-solvingorganizational skillsproactive communication