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- Tasks: Drive client success and revenue growth for high-value enterprise accounts.
- Company: Join a dynamic SaaS company focused on client relationships and strategic growth.
- Benefits: Remote work, competitive salary, and opportunities for professional development.
- Other info: Fast-paced environment with opportunities to lead and innovate.
- Why this job: Be a key player in shaping client success and driving business expansion.
- Qualifications: 5+ years in Client Success or Account Management in a B2B SaaS environment.
The predicted salary is between 60000 - 80000 £ per year.
The Senior Client Success Manager is a commercially-minded, strategically-driven role at the heart of Appointedd's enterprise growth engine. This is not a reactive support function — it is a proactive revenue role. The Senior CSM owns a portfolio of high-value enterprise 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 strategic advisor to senior client stakeholders, identifying and closing growth opportunities, orchestrating internal resources, and positioning Appointedd as an indispensable part of each client's commercial infrastructure.
COMMERCIAL ACCOUNTABILITY
- Net Revenue Retention
- Own NRR across your portfolio — target >115%
- 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
- Partner 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 non-negotiation
- 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
- Strategic Account Leadership
- Build and own a multi-year strategic account plan for each enterprise client, aligned to their commercial objectives
- Operate as the senior point of contact for C-suite and VP-level stakeholders
- Lead executive business reviews that demonstrate measurable ROI and unlock strategic investment
- Position Appointedd as a mission-critical platform — not a nice-to-have
- Growth & Expansion
- Proactively identify and qualify expansion opportunities across product lines, user groups, and geographic markets
- Own the commercial narrative in upsell conversations — confidently presenting business cases and handling objections
- Work closely with Client Partners to co-design proposals and structure commercial terms
- Track and report on expansion activity, pipeline value, and close rates
- Onboarding & Implementation
- Lead the onboarding of complex, multi-stakeholder enterprise 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 the offshore Support team and 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 from the 24/7 offshore Support Team to engineering with clear commercial context
- Manage renewal timelines, commercial negotiations, and contract extensions
- Product Expertise & Feedback
- Develop expert-level 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
- 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 senior stakeholders and negotiating contract terms
- Strategic Mindset
- You see the full picture — understanding each client's business model, competitive context, and strategic priorities
- You build relationships that span multiple levels of a client organisation, from operational contacts to the C-suite
- You plan ahead — anticipating risk, spotting opportunity, and thinking in quarters, not just tickets
- Experience
- 5+ years in a Client Success, Account Management, or commercial role within a B2B SaaS environment
- Demonstrable track record of owning NRR targets and delivering expansion revenue
- Experience managing complex, multi-stakeholder enterprise accounts
- Communication & Presence
- Exceptional presentation and facilitation skills — you can lead a boardroom 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 obsessively 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
Senior Client Success Manager employer: Different Technologies Pty Ltd.
Contact Detail:
Different Technologies Pty Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn and let them know you're on the hunt for a Senior Client Success Manager role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, culture, and recent news. This will help you position yourself as a strategic partner who can drive growth and retention.
✨Tip Number 3
Practice your pitch! Be ready to discuss how you've successfully managed client relationships and driven revenue in the past. Use specific examples that highlight your commercial mindset and strategic thinking.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of our team at Appointedd.
We think you need these skills to ace Senior Client Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Client Success Manager role. Highlight your experience in managing enterprise accounts and driving revenue growth, as this is what we’re really looking for!
Showcase Your Commercial Mindset: In your application, demonstrate how you think like a revenue owner. Share specific examples of how you've identified and closed expansion opportunities in previous roles — we want to see that commercial drive!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out. We appreciate clarity and want to see your key skills shine through!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Different Technologies Pty Ltd.
✨Know Your Numbers
As a Senior Client Success Manager, you'll need to demonstrate your understanding of net revenue retention and expansion strategies. Be prepared to discuss specific metrics from your previous roles, such as NRR percentages and successful upsell examples. This shows you’re not just about client satisfaction but also about driving revenue.
✨Showcase Your Strategic Mindset
During the interview, highlight your ability to see the bigger picture. Discuss how you've built multi-year strategic account plans in the past and how you align them with clients' commercial objectives. Use examples that illustrate your foresight in identifying risks and opportunities within client networks.
✨Master the Art of Communication
Exceptional communication is key for this role. Practice articulating complex ideas clearly and confidently. Prepare to lead mock QBRs or product demos during the interview to showcase your presentation skills. Remember, you want to convey that you can engage with C-suite stakeholders effortlessly.
✨Be Ready to Discuss Implementation
Since onboarding and implementation are crucial, be ready to talk about your experience managing complex, multi-stakeholder projects. Share specific examples of how you set expectations, delivered training, and ensured rapid time-to-value for clients. This will demonstrate your capability to handle the intricacies of enterprise accounts.