At a Glance
- Tasks: Manage and grow client accounts, driving retention and revenue through strategic relationships.
- Company: Join a dynamic UK tech start-up revolutionising reward campaigns for major brands.
- Benefits: Competitive salary, EMI share options, private health insurance, and flexible remote work.
- Other info: Fully remote role with monthly London meetups and excellent career growth opportunities.
- Why this job: Be at the forefront of client success, making a real impact with top brands.
- Qualifications: Strong relationship management and commercial strategy skills required.
The predicted salary is between 55000 - 60000 £ per year.
Department: Client Success
Reports to: Head of Client Success
Salary: £55,000-£60,000 base; OTE up to £80,000
Employment Type: Full-time
Location: Remote, UK-based, with monthly London meetups
About Gocertify
Gocertify is a bootstrapped UK tech start-up helping brands run smarter, more targeted reward campaigns. We verify eligible audiences such as students, key workers and seniors, so brands can move away from broad discounting, protect brand value and offer the right rewards to the right customers. We are trusted by 500+ brands, including Samsung, Sainsbury’s and FARFETCH. We work with 2m+ shoppers a year, drive £125m+ in retail sales, and have grown profitably and bootstrapped since 2020. We are a team of around 20 people, working remotely with monthly meetups in London. We care about staying close to our customers, understanding their goals, and helping brands run targeted discounts that deliver real value.
Why this role exists
Our Client Success team works with a strong portfolio of major e-commerce brands, many of which already see real value in Gocertify. Clients regularly give positive feedback about both our product and the support they receive from our team. We are hiring a Senior CSM / Account Manager to help unlock that growth. You will inherit a focused book of high-value and high-potential brand accounts. Some are already commercially significant today, while others have much more value to unlock. Your role will be to protect what is already working, spot the biggest growth opportunities, and build the momentum needed to grow these partnerships over time. That means helping clients adopt new features/markets, launch stronger discount campaigns, build relationships with additional stakeholders, and create clear commercial progress. We do not currently separate Account Management from Client Success, so this role sits at the intersection of both. You will fully own the client relationship while driving the commercial strategy needed to turn this book of business into meaningful growth.
Role and scope
As a Senior CSM / Account Manager, you will own a portfolio of brand accounts and be accountable for driving retention, adoption and revenue growth across them. You will work closely with the Head of Client Success to identify the accounts with the most potential, build structured account plans, run commercial client conversations, and make sure that growth opportunities are identified and progressed. You will need to combine strong relationship management with strategic thinking. That means understanding what marketing, e-commerce, CRM, loyalty and partnership teams are trying to achieve, then shaping practical campaign recommendations and commercial opportunities around those goals. You will be expected to hit the ground running, quickly understand where the biggest opportunities are, and build momentum with clients who have the potential to grow with Gocertify.
What you will focus on
- Own and grow your portfolio
You will work on:
- Prioritising your time across a broad portfolio based on value, risk and opportunity.
- Building account plans that connect client goals to practical revenue opportunities.
- Running structured QBRs that are commercially focused.
- Identifying and progressing expansion, upsell and cross-sell opportunities across both established and high-potential accounts.
- Keeping CRM records, next steps and opportunities accurate and up to date.
- Own renewals and reduce churn
You will work on:
- Managing renewals across your portfolio and identifying risks early.
- Using client feedback, usage data and commercial judgement to understand account health.
- Help clients get more from Gocertify
You will work on:
- Helping clients connect their goals to practical campaign recommendations.
- Supporting clients to launch, improve or expand targeted discount campaigns.
- Identifying where adoption is low and building practical plans to address it.
- Running early check-ins after launch to make sure clients are set up for success.
- Spotting friction in the client experience and helping remove it.
- Bring insight back into the business
You will work on:
- Sharing client feedback with Sales, Product and Partnerships.
- Flagging common challenges, requests and growth blockers.
- Helping the team understand which client segments, use cases or campaigns are creating the most value.
- Contributing ideas that improve our product, positioning and account management approach.
- Helping build the processes and playbooks that make Client Success more consistent as we grow.
Strong relationship-building skills, with excellent written and verbal communication.
Experience managing a portfolio of client relationships where commercial outcomes - growth, renewal, expansion - were part of your remit.
A track record of identifying and progressing commercial opportunities, not just maintaining relationships.
A data-informed approach to identifying client risks, problems and opportunities.
Excel in commercial conversations - talking about value, performance, contract terms and next steps.
Strong prioritisation skills - you know how to triage a large account list and focus on where the value is.
Confidence with CRM data and a disciplined approach to tracking activity and pipeline.
Clear written and verbal communication with clients and internal teams.
A bias towards action and ownership - you follow up, you move things forward, you do not wait to be chased.
Comfort working in a fast-moving, lightly structured environment where not every process exists yet.
Knowledge of retail, e-commerce, affiliate or marketing landscapes is a bonus.
We hope you’re feeling excited about the role. Even if you do not meet every single requirement, we still encourage you to apply.
Who will thrive in this role
This role is a strong fit for someone who can combine deep client understanding, strong commercial execution and a modern way of working.
Strong discovery and client understanding: You’re excellent at understanding what a retailer is trying to achieve, both at a business and individual stakeholder level. You ask good questions, get beneath surface-level requests and identify where Gocertify can create the most value.
Strategic solution-selling: You can turn client objectives into a clear recommendation. That means connecting Gocertify’s features to the client’s goals, then telling a compelling story about why that solution makes sense. You’re comfortable using data, ROI forecasts and persuasive commercial thinking to convince clients why they should care.
A modern, forward-thinking operator: You are excited by smarter ways of working. We use data, internal systems, automation and increasingly AI-enabled workflows to understand clients, spot opportunities and manage accounts more effectively. You do not need to be technical, but you should be curious, adaptable and proactive in using better workflows to work better and more efficiently.
Work environment and tools
Fully remote, UK-based, with monthly in-person meetings in London.
Core working hours: 10am-4pm UK time, with flexible remote work.
You’ll work closely with Customer Success, Sales, Product and Partnerships.
Tools include: Airtable, Apollo.io, Front, Metabase (Analysing client performance) as well as our Client Hub (our custom-built app to manage clients).
Salary: £55,000 - £60,000; OTE up to £80,000
Meaningful EMI share options - we’re profitable already!
25 days annual leave + UK bank holidays
Private health insurance with AVIVA, including optical and dental cashback and the option to self-fund partners/dependents
Enhanced sick pay
Work-from-home budget
Macbook or equivalent laptop
Flexible remote work in many countries around our core hours, 10am-4pm UK
Unlimited access to coworking spaces in 48+ countries through Hubble
Access to incredible Gocertify offers
Senior CSM / Account Manager in London employer: GoCertify Ltd
Gocertify is an exceptional employer that fosters a dynamic and supportive work culture, allowing employees to thrive in a fully remote environment while enjoying monthly meetups in London. With a strong focus on employee growth, Gocertify offers meaningful EMI share options, comprehensive health benefits, and a flexible work-from-home budget, ensuring that team members are well-equipped to succeed and innovate in their roles. Join us to be part of a passionate team dedicated to helping brands deliver targeted rewards, all while enjoying the perks of a start-up atmosphere and the stability of a profitable business.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CSM / Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GoCertify Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GoCertify Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior CSM / Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GoCertify Ltd:Your cover letter is your chance to shine! Tell us why you want to work at GoCertify Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GoCertify Ltd!
How to prepare for a job interview at GoCertify Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
