Senior Customer Success Manager – Enterprise Accounts

Job not on LinkedIn

🔥 2 minutes ago

🇬🇧 United Kingdom – Remote

💵 £45k - £55k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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PropelloCloud

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

🛡️ Insurance

📦 Logistics

💰 Seed Round on 2022-12

Marketing • Insurance • Logistics

PropelloCloud is a company that offers comprehensive customer loyalty and reward programs. Their platform enables businesses to attract and retain customers by providing a wide range of rewards and incentives without requiring extensive internal resources. The company provides a white-label loyalty platform and an API-based reward engine, allowing businesses to launch customized reward portals and manage loyalty programs with ease. PropelloCloud's solutions include tiered rewards, referral enablement software, partner marketing platforms, and a robust network of global brand partners to deliver value to customers across various industries like retail, insurance, financial services, and more. Their technology supports B2C and B2B brands aiming to improve customer retention and grow their revenue through personalized and automated reward experiences.

📋 Description

• 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

• 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

• 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.