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