Senior Client Success Manager

Head of Commercial Operations

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• You see the full picture — understanding each client's 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

• 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
• Experience managing complex, multi-stakeholder enterprise accounts

• 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

• 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