Customer Success Manager (London)

Account Manager (SaaS / Client Success) Overview We’re looking for a strong Account Manager to support the day-to-day management and growth of our client portfolio. This role is critical in ensuring programs are executed seamlessly while also driving long-term value, expansion, and overall client health. You’ll work closely with cross-functional teams across delivery, product, and strategy, as well as directly with client stakeholders. While not directly responsible for delivery execution, you will play a key role in ensuring alignment, visibility, and coordination across all workstreams. In addition, this role carries clear commercial ownership—including supporting renewals, identifying upsell opportunities, and helping drive expansion across your accounts. Success in this role comes down to being organized, proactive, commercially minded, and able to connect the dots between client needs, internal execution, and business outcomes Key Responsibilities Client Management & Communication - Serve as a primary point of contact for assigned clients, building strong, trusted relationships across stakeholders - Deliver ongoing guidance and insights based on program performance, trends, and opportunities - Communicate clearly and proactively on priorities, risks, dependencies, and overall status - Lead structured weekly status calls, ensuring alignment on active work, open items, and next steps - Own meeting management, including agenda setting, facilitation, and explicit documentation of actions Program Coordination & Support - Partner closely with delivery and technical teams to support execution of client programs and initiatives - Ensure alignment across all workstreams, connecting client needs with internal execution plans - Surface risks, blockers, and dependencies early and drive them to resolution - Work with internal teams to prioritize requests and align on timelines and approach - Support overall program administration and day-to-day servicing needs Commercial Ownership & Growth - Own and support the commercial health of assigned accounts, including renewals, contract alignment, and overall account performance - Identify and drive upsell and expansion opportunities across products, services, and new use cases - Partner with Account Leadership to develop and execute account growth plans - Maintain a strong understanding of contractual commitments, scope, and commercial terms, ensuring alignment between delivery and contract - Proactively identify risks to renewal and take action to mitigate churn - Contribute to pipeline development and revenue forecasting for your accounts Planning & Strategic Support - Develop a deep understanding of each client’s business, challenges, and objectives - Help clients prioritize initiatives and plan future work based on impact and feasibility - Translate client needs into clear internal action plans and ensure alignment across teams - Identify opportunities for optimization, innovation, and long-term program evolution Required Skills & Abilities - Strong communicator and storyteller—you can tailor messaging and clearly articulate value - Commercially minded with the ability to identify and progress growth opportunities - High level of ownership, persistence, and follow-through - Excellent interpersonal and relationship management skills - Highly organized with strong attention to detail and ability to manage multiple priorities - Strong time management skills with a proven ability to meet deadlines - Comfortable navigating complex environments and coordinating across multiple stakeholders Education, Experience & Qualifications - 5+ years of experience in loyalty, CRM, marketing technology, or SaaS account management/client success roles - Experience owning or supporting commercial responsibilities (renewals, upsell, expansion) - Experience working within or alongside agile development methodologies - Proven track record of driving both client outcomes and revenue growth - Comfortable operating in a fast-paced, dynamic, and ambiguous environment - Ability to engage effectively across all levels, including C-suite stakeholders - Bachelor’s degree required - Willingness to support operational rigor, including time tracking and reporting requirements Apply on Kit Job: kitjob.ca/job/2oszqs