Senior CSM / Account Manager

Role overview

This position sits within the Client Success function and reports to the Head of Client Success. The person in this role will manage a portfolio of brand accounts, with responsibility for retention, adoption, account expansion, and revenue growth.

The opportunity is with a UK-based, bootstrapped tech start-up that helps brands run more precise reward and discount campaigns by verifying eligible audiences such as students, key workers, and seniors. The business is trusted by 500+ brands, including Samsung, Sainsbury's, and FARFETCH, supports more than 2 million shoppers each year, and has driven £125 million+ in retail sales since 2020 while remaining profitable.

The team is roughly 20 people strong and works remotely, with monthly meetups in London. The culture is customer-focused, commercially minded, and built around helping brands deliver value through targeted campaigns rather than broad discounting.

Why this position exists

The Client Success team already supports a strong set of major e-commerce brands, many of which are satisfied with the product and the service they receive. This hire is intended to unlock further value across a selected portfolio of high-value and high-potential accounts.

You will take ownership of a focused book of business, protect existing performance, identify the biggest growth opportunities, and create momentum across renewals, expansion, and account development. The role blends account management and client success, so you will own the relationship end to end while also shaping the commercial strategy for growth.

What you'll do

Your main focus will be to manage and grow your own portfolio of client accounts, working closely with the Head of Client Success to prioritise where the greatest commercial upside exists.

• Own and develop a portfolio of brand accounts, balancing value, risk, and opportunity.
• Create account plans that link client objectives to revenue-driving opportunities.
• Run structured, commercially focused quarterly business reviews.
• Spot and advance upsell, cross-sell, and expansion opportunities across both mature and emerging accounts.
• Keep CRM information, pipeline status, and next steps accurate and current.
• Manage renewals across the portfolio and flag risk early.
• Use feedback, usage trends, and commercial judgement to assess account health.
• Lead value-based conversations covering performance, contract terms, and future priorities.
• Coordinate with internal teams to remove issues that could affect retention.
• Build actions that reduce churn and improve client outcomes.
• Help clients launch, improve, or broaden targeted discount campaigns.
• Advise clients on practical recommendations that align with their business goals.
• Identify low adoption and put improvement plans in place.
• Carry out early post-launch check-ins to support successful rollouts.
• Spot friction in the client journey and help resolve it.
• Bring client insight back into Sales, Product, and Partnerships.
• Surface recurring requests, blockers, and market patterns.
• Contribute ideas that strengthen the product, positioning, and account management process.
• Help shape the playbooks and workflows that make Client Success more consistent as the company scales.

About the working environment

This is a fully remote role for someone based in the UK, with monthly in-person meetups in London. Core working hours are 10am to 4pm UK time, with flexibility around remote work.

You will collaborate closely with Customer Success, Sales, Product, and Partnerships. The team uses Airtable, Apollo.io, Front, Metabase for client performance analysis, and a custom Client Hub app for account management.

What success looks like

The right person will bring strong relationship management, commercial judgement, and a proactive operating style. Success in the role means understanding client goals deeply, identifying the most meaningful growth opportunities, and turning those into clear commercial progress.

Ideal candidates will be able to uncover needs through strong discovery, translate objectives into recommendations, and use data and ROI thinking to build convincing cases for action. They should also be comfortable working in a fast-moving environment where processes are still evolving.

Requirements

• Excellent relationship-building ability, supported by strong written and verbal communication.
• Experience managing a portfolio of client relationships where growth, renewals, and expansion were part of the role.
• A history of spotting commercial opportunities and moving them forward, not only maintaining accounts.
• A data-led approach to identifying risks, issues, and opportunities within accounts.
• Confidence handling commercial discussions about value, performance, contract terms, and next steps.
• Strong prioritisation skills and the ability to decide where to focus across a large account list.
• Comfort working with CRM systems and maintaining disciplined activity and pipeline tracking.
• Clear communication with both external clients and internal stakeholders.
• A proactive, ownership-driven approach with consistent follow-through.
• Comfort operating in a fast-paced, lightly structured environment where not everything is already defined.
• Knowledge of retail, e-commerce, affiliate, or marketing environments is advantageous.

Who will thrive here

• People who are strong at discovery and can quickly understand what a retailer or brand is trying to achieve at both business and stakeholder level.
• People who can connect client goals to a practical solution and explain the commercial case clearly.
• People who are comfortable using data, ROI thinking, and persuasive storytelling to influence decisions.
• People who enjoy smarter, more modern ways of working, including the use of systems, automation, and AI-enabled workflows.

Benefits and perks

• Base salary of £55,000 to £60,000, with on-target earnings of up to £80,000.
• Meaningful EMI share options.
• 25 days of annual leave plus UK bank holidays.
• Private health insurance through AVIVA, including optical and dental cashback, with the option to cover partners and dependents at your own cost.
• Enhanced sick pay.
• Work-from-home budget.
• MacBook or equivalent laptop.
• Flexible remote working in many countries around core hours of 10am to 4pm UK time.
• Unlimited coworking space access in 48+ countries via Hubble.
• Access to Gocertify offers.

Additional information

Department: Client Success. Reports to: Head of Client Success. Employment type: Full-time. Location: Remote, UK-based, with monthly London meetups. Core tools include Airtable, Apollo.io, Front, Metabase, and the Client Hub app.