Senior Client Success Manager

Metric

Expectation

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

Area

What Youll Do

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

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 senior stakeholders and negotiating contract terms

Strategic Mindset

• You see the full picture understanding each clients 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