Client Success Manager

Client Success Manager

Department:

Customer Operations

Location:

Remote Reports To: Head of Commercial Operations ROLE OVERVIEW

The Client Success Manager is a commercially-minded, growth-focused role at the heart of 's customer success engine. This is not a reactive support function - it is a proactive revenue role. The CSM owns a portfolio of client accounts and is directly accountable for net revenue retention, expansion pipeline, and the long-term commercial success of each relationship. You will operate as a trusted advisor to client stakeholders, identifying and closing growth opportunities, coordinating internal resources, and positioning as an indispensable part of each client's operations.

COMMERCIAL ACCOUNTABILITY Metric

Expectation

Net Revenue Retention

• Own NRR across your portfolio
• Drive upsell and cross-sell into existing accounts and associated business units
• Identify and close expansion opportunities without reliance on the sales team

Expansion Pipeline

• Maintain a live, qualified pipeline of expansion opportunities within your account portfolio
• Collaborate with Client Partners to progress commercial conversations and co-own deal strategy
• Proactively identify whitespace within client networks and group structures

Renewal & Churn Risk

• Own all renewals within your portfolio - no surprises, no reactive firefighting
• Maintain early warning indicators and execute mitigation plans at the first sign of risk
• Deliver compelling ROI narratives that make renewal a straightforward conversation

Advocacy & Referrals

• Convert satisfied clients into active advocates - case studies, references, and warm introductions
• Drive referral pipeline from within client networks and industry contacts
• Collaborate with Marketing on client-led content and social proof

CORE RESPONSIBILITIES Area What You'll Do Account Leadership

• Build and own an account plan for each client, aligned to their commercial objectives
• Operate as the key point of contact for senior client stakeholders
• Lead business reviews that demonstrate measurable ROI and unlock further investment

Growth & Expansion

• Proactively identify and qualify expansion opportunities across product lines and user groups
• Own the commercial narrative in upsell conversations, confidently presenting business cases and handling objections
• Track and report on expansion activity, pipeline value, and close rates

Onboarding & Implementation

• Lead the onboarding of multi-stakeholder client implementations end-to-end
• Set and manage expectations on scope, timeline, and outcomes from day one
• Deliver structured training and user acceptance testing to ensure rapid time-to-value
• Liaise with internal Product team to resolve configuration needs at pace

Retention & Risk Management

• Monitor product adoption, usage data, and engagement signals to pre-empt churn risk
• Own and execute account health plans, intervening early and decisively
• Escalate complex support issues to engineering with clear commercial context
• Manage renewal timelines, commercial negotiations, and contract extensions

Product Expertise & Feedback

• Develop strong working knowledge of the platform - configuration, integrations, and edge cases
• Act as the voice of the customer internally, translating client feedback into structured product insight
• Maintain a closed feedback loop with the Product team and communicate roadmap progress back to clients
• Champion product releases and drive adoption of new features within your accounts

WHAT WE'RE LOOKING FOR Attribute

Detail

Commercial Drive

• You think like a revenue owner - you understand that client success and business growth are the same thing
• You are energised by identifying and closing expansion opportunities, not just managing satisfaction
• You are comfortable leading commercial conversations with client stakeholders and discussing contract terms

Commercial Mindset

• You see the full picture, understanding each client's business model and priorities
• You build relationships that span multiple levels of a client organisation
• You plan ahead, anticipating risk and spotting opportunity

Experience

• Prior experience in a Client Success or Account Management role, ideally within a B2B SaaS environment
• Demonstrable track record of owning retention targets and delivering expansion revenue
• Experience managing multi-stakeholder client accounts

Communication & Presence

• Strong presentation and facilitation skills - you can lead a client QBR as comfortably as a product demo
• You communicate with clarity, confidence, and commercial awareness at every level
• You are a natural relationship builder - clients trust you, colleagues rely on you

Execution

• You are organised and hold yourself accountable to outcomes, not just activity
• You thrive in a fast-paced environment where priorities shift and you need to make smart decisions quickly
• You get things done and you bring others with you