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 Appointedd'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 Appointedd 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 Appointedd 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