Senior Customer Success Manager (Enterprise Accounts)

New

Workable workplace: remote; Workable locations: Manchester, England, United KingdomFull-TimeSenior

SalaryCommission structure for expansion & upsell, as well as discretionary bonuses.

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Job Details

Have a proven track record in enterprise customer success, strategic account management or client services.
Bring experience ideally from SaaS, loyalty, CRM or marketing technology.
Demonstrate how you have improved client outcomes, retained important accounts and identified growth opportunities.
Understand customer lifecycle marketing, including how onboarding, communications and ongoing engagement influence programme success.
Work confidently with data and performance reporting, identify what needs to change and explain recommendations clearly.
Build relationships from day-to-day programme owners to senior decision-makers and lead challenging conversations.
Discuss platform capabilities, integrations and data requirements, working with specialists where needed.
Combine strategic thinking with a hands-on approach, taking ownership and managing multiple priorities.
Show curiosity about using AI and automation to improve customer service and account management.
Experience managing loyalty or rewards programmes, marketing agency accounts or international clients would be valuable.

Build success plans with enterprise clients, defining objectives, KPIs and actions.
Help clients improve registration, activation, engagement and reward usage through onboarding, communications and programme optimisation.
Identify retention risks, address underperformance and help clients see the value of their investment.
Identify opportunities to expand programmes into new markets, introduce capabilities and increase adoption with the commercial team.
Lead QBRs and senior stakeholder meetings, connecting performance data to business outcomes and agreeing next steps.
Coordinate with implementation, product, technical and partnerships colleagues to support launches and resolve issues.
Translate client feedback into insights that help shape the product and service.
Improve playbooks, reporting and ways of working, and use AI and automation to make the team more effective.

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