Senior Customer Success Manager – Enterprise Accounts

PropelloCloud

. Own strategic relationships with enterprise clients.

Posted 9/29/2026full-timeRemote • United KingdomSenior💰 £45,000 - £55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in enterprise customer success and strategic account management, with a strong focus on improving client outcomes and retention. Proficient in leveraging data and performance reporting to drive business growth and optimize customer engagement strategies.

Highest-signal resume keywords

Enterprise Customer SuccessStrategic Account ManagementCustomer Lifecycle MarketingData Performance ReportingAI and Automation Utilization

ATS Keywords

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Hard Skills

Client Success PlanningKPI DevelopmentOnboarding ManagementEngagement StrategyRisk IdentificationAccount ExpansionPerformance Data AnalysisTechnical Platform DiscussionProgram ManagementGrowth Opportunity Identification

Soft Skills

Relationship BuildingClear CommunicationStrategic ThinkingOwnership and Follow-ThroughLeadership in Conversations

Tools & Technologies

SaaSCRMMarketing TechnologyLoyalty ProgramsPerformance Reporting Tools

Industry Keywords

Client ServicesAccount ManagementCustomer EngagementRetention StrategiesInternational Client Support

About the role

Key responsibilities & impact

Own strategic relationships with enterprise clients.
Understand client priorities and build success plans with objectives, KPIs and actions.
Help clients improve registration, activation, engagement and reward usage.
Support onboarding, communications and ongoing programme optimisation.
Identify risks, address underperformance and support retention and renewals.
Identify account expansion opportunities, new markets and additional capabilities.
Work with the commercial team to convert growth opportunities into business.
Lead QBRs and senior stakeholder meetings.
Connect performance data to business outcomes and agree next steps.
Coordinate with implementation, product, technical and partnerships teams on launches and issue resolution.
Translate client feedback into product and service insights.
Improve customer success playbooks, reporting and ways of working.
Share expertise with colleagues and use AI and automation to improve team effectiveness.

Requirements

What you’ll need

Proven track record in enterprise customer success, strategic account management or client services.
Experience ideally within SaaS, loyalty, CRM or marketing technology.
Demonstrated success improving client outcomes, retaining important accounts and identifying growth opportunities.
Understanding of customer lifecycle marketing, onboarding, communications and ongoing engagement.
Confidence working with data and performance reporting.
Ability to explain recommendations clearly.
Ability to build relationships from programme owners to senior decision-makers.
Comfortable leading challenging conversations.
Technical confidence discussing platform capabilities, integrations and data requirements.
Strategic thinking combined with a hands-on approach.
Ability to take ownership, follow through and manage several priorities.
Interest in using AI and automation to improve customer service and account management.
Direct loyalty or rewards programme management experience, marketing agency account management or international client support would be valuable, but adjacent-sector candidates with relevant results are considered.

Benefits

Comp & perks

Remote-first with optional hybrid working from our workspace in Manchester.
Commission structure for expansion & upsell, as well as discretionary bonuses.
Pension scheme.
Regular social events.
Generous holiday entitlement.
Access to our entire suite of rewards.
Health cash plan with tenure.
Meaningful responsibility and influence over enterprise client programmes.
Opportunity to work with recognisable brands including JD Sports, Lebara & HelloFresh.
Influence over customer success approach and product decisions.
Career development opportunities.
Flexible, family-first and supportive working environment.