Senior Customer Success Manager

Role Overview

As Senior Customer Success Manager, you will take ownership of relationships with some of our most important national clients, strengthening executive partnerships, protecting client retention, and identifying growth opportunities.

What You Will Do

You will lead account plans, client reviews, contract renewals, and relationship mapping to strengthen retention and identify sustainable growth opportunities, and use client insights to demonstrate value and shape decisions.

Why It Might Be a Fit

You will have the scope to shape how we manage our most important client relationships and build a consistent, best-in-class client experience, and work alongside experienced clinicians, consultants, and operational leaders.

Requirements

• Substantial experience managing complex, high-value business-to-business accounts
• A strong record of retaining and growing strategic client relationships
• Confidence advising and influencing senior executives, procurement teams, and operational leaders
• Experience leading account plans, contract renewals, executive reviews, and service improvement
• Commercial judgement, including an understanding of revenue, margin, risk, and growth opportunities
• The ability to resolve complex client issues and mobilise internal teams around clear solutions
• Strong reporting, presentation, negotiation, and organisational capability
• Confidence using Microsoft Office and customer relationship management systems; experience with Accelo, WPM, or Dynamics is advantageous
• Experience in professional services, health, insurance, or workplace services is advantageous

Benefits

• Dental insurance
• Vision insurance
• Flexible, collaborative, and purpose-driven team
• Opportunity to shape best-practice strategic account management across the business
• Work alongside experienced clinicians, consultants, and operational leaders