Senior CSM / Account Manager

GocertifyRetail e-commerce

Fully remote, UK-based, with monthly in-person meetings in London., Core working hours: 10am-4pm UK time.Full-TimeSenior

Salary£55,000-£60,000 base; OTE up to £80,000

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Job Details

Have established experience in a commercially accountable Client Success, Account Management or equivalent role, ideally in SaaS or subscription.
Have experience in, or a strong working understanding of, retail, e-commerce or affiliate and partnerships.
Show a track record of carrying a commercial target and hitting it.
Have experience owning renewals and commercial conversations about pricing, contract terms and defending value.
Have managed a broad, mixed book of commercially valuable accounts.
Use data to identify client risks and opportunities.
Be able to prioritise a large account list and focus on where the value is.
Be confident with CRM data and disciplined pipeline tracking.
Demonstrate strong client discovery and an ability to understand business goals and stakeholder needs.
Turn client objectives into recommendations using data, ROI forecasts and commercial reasoning.
Be comfortable working in a fast-moving, lightly structured environment and building processes where needed.
Be curious and keen to use data, automation and AI-enabled workflows.

Prioritise a broad portfolio based on account value, risk and opportunity.
Build account plans that connect client goals to practical revenue opportunities.
Run commercially focused QBRs and progress expansion, upsell and cross-sell opportunities.
Own growth, retention and renewal targets, and report against them.
Keep CRM records, next steps and opportunities accurate and up to date.
Identify renewal risks early and hold commercial conversations about value, performance and contract terms.
Recommend practical campaigns and help clients launch, improve or expand targeted discount campaigns.
Identify low adoption, run early post-launch check-ins and address friction in the client experience.
Share client feedback and growth blockers with Sales, Product and Partnerships.
Contribute to processes and playbooks that improve Client Success.

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