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
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Metric
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Expectation
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Net Revenue Retention
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- 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
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Expansion Pipeline
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- 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
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Renewal & Churn Risk
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- 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
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Advocacy & Referrals
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- 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
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CORE RESPONSIBILITIES
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Area
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What You'll Do
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Account Leadership
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- 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
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Growth & Expansion
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- 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
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Onboarding & Implementation
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- 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
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Retention & Risk Management
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- 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
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Product Expertise & Feedback
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- 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
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WHAT WE'RE LOOKING FOR
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Attribute
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Detail
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Commercial Drive
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- 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
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Commercial Mindset
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- 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
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Experience
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- 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
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Communication & Presence
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- 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
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Execution
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- 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
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Client Success Manager in Edinburgh employer: Appointedd
At Appointedd, we are redefining the retail landscape by transforming stores into immersive customer experiences. As an employer, we offer a dynamic work culture that fosters innovation and collaboration, providing our employees with unique opportunities for growth and development in the fast-evolving intersection of retail and technology. Join us to be part of a passionate team that is shaping the future of customer engagement while working with some of the most exciting brands in the industry.
