Client Success Director: SME in London

Your Role in our Mission: The Client Success Director (CSD) leads a Client Success POD and is accountable for driving customer value, commercial performance, and team excellence across their assigned portfolio. The CSD manages Senior Client Success Managers (SCSMs) and Client Success Managers (CSMs), setting strategic direction for the POD and ensuring exceptional delivery across adoption, retention, renewal, and expansion.

Reporting to the Head of Client Success, the CSD owns the commercial strategy for their POD—including renewals, expansion, account planning, risk management, and senior stakeholder engagement—while ensuring CSMs execute consistently against value realisation and adoption plans. As a CSD, you are responsible for ensuring customers achieve measurable value and long-term outcomes from our platform. You lead commercial engagements, guide CSMs in delivering high-quality customer experiences, and build strategic relationships that reinforce trust and partnership. Through strong commercial discipline, customer advocacy, and team leadership, you directly drive retention, expansion, and customer health, contributing to the company’s growth and long-term market differentiation.

As CSD you will own the strategy, commercials and leadership within a tiered POD Model. The SME model is as follows: SME Accounts with a value of less than c.£25k in subscription revenue &/or subscription revenue + transactional revenue.

What’s In It For Me? A chance to be part of an extremely well established, stable and high growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package, including:

• OTE Commission of 50%
• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Allowance for professional development books, E-books, and podcasts
• Contributory pension scheme
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Flexible, Hybrid Working: Collaboration, connection as a team, and strong internal relationships are part of the “RG Magic” that makes our culture thrive. Our teams work from our Dean Street office two days per week.

What You’ll be Doing:

• Commercial Ownership & Strategic Direction
  • Own and execute the strategic plan for your POD, including retention, expansion, value realisation, and long-term growth.
  • Lead all commercial discussions across your portfolio, including renewals, expansions, upsell motions, and contract negotiations.
  • Maintain accurate forecasting across renewal and expansion pipelines.
  • Identify and pursue growth opportunities, partnering closely with CSMs to execute account strategies.
  • Build and maintain senior stakeholder relationships to strengthen long-term partnership success.
• Leadership & People Development
  • Lead, coach, and develop Senior CSMs and CSMs within your POD.
  • Provide day-to-day guidance on customer strategy, planning, risk assessment, and commercial execution.
  • Build capability within the POD by enabling CSMs to learn commercial skills (e.g., negotiations, senior stakeholder management, account planning).
  • Foster a culture of ownership, accountability, and customer-centricity across the POD.
• Operational Excellence & Customer Outcomes
  • Ensure consistent execution of adoption, onboarding, value realisation, QBRs, and customer engagement motions across the POD.
  • Oversee the development of high-quality success plans, strategic account reviews, and customer roadmaps.
  • Monitor customer health, identify risk early, and intervene proactively to protect revenue.
  • Champion customer feedback internally and partner cross-functionally to resolve issues and improve customer experience.
  • Maintain high standards of CRM hygiene, documentation, forecasting accuracy, and process compliance.
  • Collaborate with your Head of Customer Success to align POD priorities, resources, and performance expectations.
• Data-Driven Insight & Continuous Improvement
  • Use data and insights to inform priorities, identify risks, highlight opportunities, and improve POD performance.
  • Analyse customer behaviour, adoption trends, and engagement metrics to guide customer strategies.
  • Contribute to the enhancement of processes, playbooks, and best practices to improve efficiency and customer outcomes.

Experience and Skills You Need in this Role:

• Proven experience in Client Success, Account Management, or customer-facing roles within SaaS or technology.
• Demonstrated ownership of renewals, expansions, pricing conversations, and commercial negotiations.
• Proven ability to motivate, coach, and develop a high-performing team.
• Strong negotiation skills and demonstrated confidence owning commercial outcomes at senior levels.
• Proven experience navigating complex customer environments with multiple stakeholders.
• Demonstrated ability to diagnose risks, identify gaps, and implement improvements across customer portfolios.
• Excellent communication and executive engagement skills, written and verbal.

The Interview Process:

• Screening call with a member of the Talent Acquisition Team
• First stage interview with Head of Client Success: SME and Client Success Director: SME
• Take-home assessment
• Final interview with Head of Client Success

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you. We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!