Senior Customer Success Manager

The Candidate Ltd; Greater Manchester; On-site; GBP 50,000 - 90,000; Full time

Job description

Senior Customer Success Manager

A dynamic and rapidly expanding SaaS company specialising in loyalty and rewards platforms seeks a highly skilled Senior Customer Success Manager. The successful candidate will play a pivotal role in ensuring the success of client loyalty programmes for a portfolio of well-known brands.

The Role:

The Senior Customer Success Manager will act as the primary point of contact for key client accounts, driving client satisfaction, retention, and growth. They will provide strategic guidance on customer loyalty, engagement, and retention, and lead the onboarding, implementation, and optimisation of loyalty programmes. This role requires a blend of strategic thinking, analytical prowess, and exceptional communication skills.

Key Responsibilities:

1. Manage, nurture and develop a team of 2.
2. Serve as the senior point of contact within the customer success team, providing leadership and guidance.
3. Manage a portfolio of key client accounts, ensuring the delivery of strong results from their loyalty programmes.
4. Act as a strategic advisor, guiding clients on best practices in customer loyalty, engagement, and retention.
5. Lead the onboarding, implementation, and ongoing optimisation of client loyalty programmes.
6. Cultivate and maintain strong client relationships, engaging with key decision-makers at senior levels.
7. Monitor programme performance, analysing data to provide actionable insights and recommendations.
8. Collaborate with internal teams, including marketing, product, and partnerships, to ensure seamless execution of client strategies.
9. Identify opportunities for upselling and expanding client relationships to maximise commercial value.
10. Advocate for clients internally, ensuring their feedback influences future product development.
11. Manage and mentor members of the customer success team.
12. Conduct QBR's and effectively negotiate with clients, setting clear boundaries while maintaining positive relationships.

The Ideal Candidate:

1. Possesses 5+ years of experience in a Customer Success, Account Management, or Client Services role within a marketing agency, loyalty technology, or martech SaaS environment.
2. Demonstrates a deep understanding of customer loyalty, marketing, and engagement strategies.
3. Exhibits strong commercial acumen, with the ability to identify growth opportunities within accounts.
4. Has experience managing and mentoring others.
5. Is adept at conducting QBRs and negotiations, balancing client needs with company objectives.
6. Displays excellent attention to detail and organisational skills, capable of managing multiple client relationships simultaneously.
7. Possesses a strong analytical mindset, comfortable interpreting data and using insights to drive decisions.
8. Is a proactive problem-solver with excellent communication and presentation skills.
9. Has experience working with enterprise-level clients and C-suite stakeholders.
10. Experience at a senior account management level in a marketing agency side with enterprise clients would be highly desirable.

About the Company:

This is a leading SaaS loyalty and rewards platform, empowering brands to drive acquisition, engagement, and retention through innovative reward programmes. The company fosters a fast-paced, high-growth environment with a strong company culture built around trust, flexibility, and collaboration.

This is a fantastic opportunity for a seasoned Customer Success Manager to join a thriving company and make a significant impact on the success of leading brands.

Please note due to high volumes of applications unfortunately we are not always able to respond to all unsuccessful applicants. However we wish everyone who applies the very best with their job search.