Senior Client Success Manager at Appointedd

Senior Client Success ManagerDepartment: Customer OperationsReports To: Head of Commercial OperationsROLE OVERVIEWThe 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.COMMERCIAL ACCOUNTABILITYNet Revenue RetentionOwn NRR across your portfolio — target >115%Drive upsell and cross-sell into existing accounts and associated business unitsIdentify and close expansion opportunities without reliance on the sales teamExpansion PipelineMaintain a live, qualified pipeline of expansion opportunities within your account portfolioPartner with Client Partners to progress commercial conversations and co-own deal strategyProactively identify whitespace within client networks and group structuresRenewal & Churn RiskOwn all renewals within your portfolio — no surprises, no reactive firefightingMaintain early warning indicators and execute mitigation plans at the first sign of riskDeliver compelling ROI narratives that make renewal a non-negotiationAdvocacy & ReferralsConvert satisfied clients into active advocates — case studies, references, and warm introductionsDrive referral pipeline from within client networks and industry contactsCollaborate with Marketing on client-led content and social proofCORE RESPONSIBILITIESStrategic Account LeadershipBuild and own a multi-year strategic account plan for each enterprise client, aligned to their commercial objectivesOperate as the senior point of contact for C-suite and VP-level stakeholdersLead executive business reviews that demonstrate measurable ROI and unlock strategic investmentPosition Appointedd as a mission-critical platform — not a nice-to-haveGrowth & ExpansionProactively identify and qualify expansion opportunities across product lines, user groups, and geographic marketsOwn the commercial narrative in upsell conversations — confidently presenting business cases and handling objectionsWork closely with Client Partners to co-design proposals and structure commercial termsTrack and report on expansion activity, pipeline value, and close ratesOnboarding & ImplementationLead the onboarding of complex, multi-stakeholder enterprise implementations end-to-endSet and manage expectations on scope, timeline, and outcomes from day oneDeliver structured training and user acceptance testing to ensure rapid time-to-valueLiaise with the offshore Support team and internal Product team to resolve configuration needs at paceRetention & Risk ManagementMonitor product adoption, usage data, and engagement signals to pre-empt churn riskOwn and execute account health plans — intervening early and decisivelyEscalate complex support issues from the 24/7 offshore Support Team to engineering with clear commercial contextManage renewal timelines, commercial negotiations, and contract extensionsProduct Expertise & FeedbackDevelop expert-level knowledge of the Appointedd platform — configuration, integrations, and edge casesAct as the voice of the customer internally — translating client feedback into structured product insightMaintain a closed feedback loop with the Product team and communicate roadmap progress back to clientsChampion product releases and drive adoption of new features within your accountsWHAT WE'RE LOOKING FORCommercial DriveYou think like a revenue owner — you understand that client success and business growth are the same thingYou are energised by identifying and closing expansion opportunities, not just managing satisfactionYou are comfortable leading commercial conversations with senior stakeholders and negotiating contract termsStrategic MindsetYou see the full picture — understanding each client's business model, competitive context, and strategic prioritiesYou build relationships that span multiple levels of a client organisation, from operational contacts to the C-suiteYou plan ahead — anticipating risk, spotting opportunity, and thinking in quarters, not just ticketsExperience5+ years in a Client Success, Account Management, or commercial role within a B2B SaaS environmentDemonstrable track record of owning NRR targets and delivering expansion revenueExperience managing complex, multi-stakeholder enterprise accountsCommunication & PresenceExceptional presentation and facilitation skills — you can lead a boardroom QBR as comfortably as a product demoYou communicate with clarity, confidence, and commercial awareness at every levelYou are a natural relationship builder — clients trust you, colleagues rely on youExecutionYou are obsessively organised and hold yourself accountable to outcomes, not just activityYou thrive in a fast-paced environment where priorities shift and you need to make smart decisions quicklyYou get things done — and you bring others with you

Senior Client Success Manager

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

Leah Hutcheon

About Appointedd:

www.appointedd.com/

Admin access needed

Payment confirmed

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