Senior Client Success Manager

<p><strong>Senior Client Success Manager</strong><br></p> <p><strong>Department</strong>: <br>Customer Operations</p> <p><strong>Location</strong>: </p> <p>Remote </p> <p><strong>Reports To: </strong></p> <p>Head of Commercial Operations</p> <p></p> <p></p> <p><strong>ROLE OVERVIEW</strong></p> <p>The Senior Client Success Manager is a commercially-minded, strategically-driven role at the heart of Appointedd's enterprise growth engine. This is not a reactive support function — it is a proactive revenue role. The Senior CSM owns a portfolio of high-value enterprise accounts and is directly accountable for net revenue retention, expansion pipeline, and the long-term commercial success of each relationship. You will operate as a trusted strategic advisor to senior client stakeholders, identifying and closing growth opportunities, orchestrating internal resources, and positioning Appointedd as an indispensable part of each client's commercial infrastructure. </p> <p><strong>COMMERCIAL ACCOUNTABILITY</strong></p> <table><tbody><tr><td><p><strong>Metric</strong></p></td><td><p><strong>Expectation</strong></p></td></tr><tr><td><p><strong>Net Revenue Retention</strong></p></td><td><ul><li>Own NRR across your portfolio — target >115%</li><li>Drive upsell and cross-sell into existing accounts and associated business units</li><li>Identify and close expansion opportunities without reliance on the sales team</li></ul></td></tr><tr><td><p><strong>Expansion Pipeline</strong></p></td><td><ul><li>Maintain a live, qualified pipeline of expansion opportunities within your account portfolio</li><li>Partner with Client Partners to progress commercial conversations and co-own deal strategy</li><li>Proactively identify whitespace within client networks and group structures</li></ul></td></tr><tr><td><p><strong>Renewal & Churn Risk</strong></p></td><td><ul><li>Own all renewals within your portfolio — no surprises, no reactive firefighting</li><li>Maintain early warning indicators and execute mitigation plans at the first sign of risk</li><li>Deliver compelling ROI narratives that make renewal a non-negotiation</li></ul></td></tr><tr><td><p><strong>Advocacy & Referrals</strong></p></td><td><ul><li>Convert satisfied clients into active advocates — case studies, references, and warm introductions</li><li>Drive referral pipeline from within client networks and industry contacts</li><li>Collaborate with Marketing on client-led content and social proof</li></ul></td></tr></tbody></table> <p></p> <p><strong>CORE RESPONSIBILITIES</strong></p> <table><tbody><tr><td><p><strong>Area</strong></p></td><td><p><strong>What You'll Do</strong></p></td></tr><tr><td><p><strong>Strategic Account Leadership</strong></p></td><td><ul><li>Build and own a multi-year strategic account plan for each enterprise client, aligned to their commercial objectives</li><li>Operate as the senior point of contact for C-suite and VP-level stakeholders</li><li>Lead executive business reviews that demonstrate measurable ROI and unlock strategic investment</li><li>Position Appointedd as a mission-critical platform — not a nice-to-have</li></ul></td></tr><tr><td><p><strong>Growth & Expansion</strong></p></td><td><ul><li>Proactively identify and qualify expansion opportunities across product lines, user groups, and geographic markets</li><li>Own the commercial narrative in upsell conversations — confidently presenting business cases and handling objections</li><li>Work closely with Client Partners to co-design proposals and structure commercial terms</li><li>Track and report on expansion activity, pipeline value, and close rates</li></ul></td></tr><tr><td><p><strong>Onboarding & Implementation</strong></p></td><td><ul><li>Lead the onboarding of complex, multi-stakeholder enterprise implementations end-to-end</li><li>Set and manage expectations on scope, timeline, and outcomes from day one</li><li>Deliver structured training and user acceptance testing to ensure rapid time-to-value</li><li>Liaise with the offshore Support team and internal Product team to resolve configuration needs at pace</li></ul></td></tr><tr><td><p><strong>Retention & Risk Management</strong></p></td><td><ul><li>Monitor product adoption, usage data, and engagement signals to pre-empt churn risk</li><li>Own and execute account health plans — intervening early and decisively</li><li>Escalate complex support issues from the 24/7 offshore Support Team to engineering with clear commercial context</li><li>Manage renewal timelines, commercial negotiations, and contract extensions</li></ul></td></tr><tr><td><p><strong>Product Expertise & Feedback</strong></p></td><td><ul><li>Develop expert-level knowledge of the Appointedd platform — configuration, integrations, and edge cases</li><li>Act as the voice of the customer internally — translating client feedback into structured product insight</li><li>Maintain a closed feedback loop with the Product team and communicate roadmap progress back to clients</li><li>Champion product releases and drive adoption of new features within your accounts</li></ul></td></tr></tbody></table> <p></p> <p><strong>WHAT WE'RE LOOKING FOR</strong></p> <table><tbody><tr><td><p><strong>Attribute</strong></p></td><td><p><strong>Detail</strong></p></td></tr><tr><td><p><strong>Commercial Drive</strong></p></td><td><ul><li>You think like a revenue owner — you understand that client success and business growth are the same thing</li><li>You are energised by identifying and closing expansion opportunities, not just managing satisfaction</li><li>You are comfortable leading commercial conversations with senior stakeholders and negotiating contract terms</li></ul></td></tr><tr><td><p><strong>Strategic Mindset</strong></p></td><td><ul><li>You see the full picture — understanding each client's business model, competitive context, and strategic priorities</li><li>You build relationships that span multiple levels of a client organisation, from operational contacts to the C-suite</li><li>You plan ahead — anticipating risk, spotting opportunity, and thinking in quarters, not just tickets</li></ul></td></tr><tr><td><p><strong>Experience</strong></p></td><td><ul><li>5+ years in a Client Success, Account Management, or commercial role within a B2B SaaS environment</li><li>Demonstrable track record of owning NRR targets and delivering expansion revenue</li><li>Experience managing complex, multi-stakeholder enterprise accounts</li></ul></td></tr><tr><td><p><strong>Communication & Presence</strong></p></td><td><ul><li>Exceptional presentation and facilitation skills — you can lead a boardroom QBR as comfortably as a product demo</li><li>You communicate with clarity, confidence, and commercial awareness at every level</li><li>You are a natural relationship builder — clients trust you, colleagues rely on you</li></ul></td></tr><tr><td><p><strong>Execution</strong></p></td><td><ul><li>You are obsessively organised and hold yourself accountable to outcomes, not just activity</li><li>You thrive in a fast-paced environment where priorities shift and you need to make smart decisions quickly</li><li>You get things done — and you bring others with you</li></ul></td></tr></tbody></table>

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Common Interview Questions And Answers

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