Senior CSM / Account Manager

Role Overview

As a Senior CSM / Account Manager, you will own a portfolio of brand accounts and be accountable for driving retention, adoption and revenue growth across them. You will work closely with the Head of Client Success to identify the accounts with the most potential, build structured account plans, run commercial client conversations, and make sure that growth opportunities are identified and progressed.

What You Will Do

You will prioritize your time across a broad portfolio based on value, risk and opportunity, build account plans that connect client goals to practical revenue opportunities, run structured QBRs that are commercially focused, and identify and progress expansion, upsell and cross-sell opportunities across both established and high-potential accounts.

Why It Might Be a Fit

This role is a strong fit for someone who can combine deep client understanding, strong commercial execution and a modern way of working. You should be excellent at understanding what a retailer is trying to achieve, both at a business and individual stakeholder level, and be able to turn client objectives into a clear recommendation.

Requirements

• Strong relationship-building skills, with excellent written and verbal communication
• Experience managing a portfolio of client relationships where commercial outcomes – growth, renewal, expansion – were part of your remit
• A track record of identifying and progressing commercial opportunities, not just maintaining relationships
• A data-informed approach to identifying client risks, problems and opportunities
• Excel in commercial conversations – talking about value, performance, contract terms and next steps
• Strong prioritisation skills – you know how to triage a large account list and focus on where the value is
• Confidence with CRM data and a disciplined approach to tracking activity and pipeline
• Clear written and verbal communication with clients and internal teams
• A bias towards action and ownership – you follow up, you move things forward, you do not wait to be chased
• Comfort working in a fast-moving, lightly structured environment where not every process exists yet

Benefits

• £55,000 – £60,000 base salary
• OTE up to £80,000
• Meaningful EMI share options
• 25 days annual leave + UK bank holidays
• Private health insurance with AVIVA
• Enhanced sick pay
• Work-from-home budget
• Macbook or equivalent laptop
• Flexible remote work in many countries around our core hours, 10am-4pm UK
• Unlimited access to coworking spaces in 48+ countries through Hubble
• Access to incredible Gocertify offers