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Company Description
Sientia is a first of its kind fintech operating a card-linked offer (CLO) and Open Banking loyalty platform, connecting brand advertisers with major publisher partners (including Revolut, Cardlytics/Lloyds, Monzo, Tide, Santander and British Airways) to deliver automated cashback rewards. We work with some of the best brands in the space, across three revenue lines: CLO commission, SaaS platform fees, and Analytics/Intelligence.
Brands typically engage with us on 3–6 month or budget-defined campaigns, which makes retention, renewal and expansion the central commercial challenge of the client relationship this role exists to own that challenge.
Role Description
The Account Director is responsible for retaining and growing Sientia's brand client base post-sale. You will own the relationship once a brand has signed, ensuring they understand how to get the most out of CLO, are set up for measurable success, and see enough value to renew and expand their spend with us.
You will act as the commercial and strategic thread between the client, the Sales team (who bring the client in), and the Analytics/Intelligence team (who prove the value delivered) - translating brand goals into campaign structure, and campaign performance back into brand language. This is a senior, client-facing, revenue-accountable role. Given campaigns are budgeted in 3–6 month cycles, you are effectively re-selling the value of Sientia every quarter - success is measured in renewals, upsells and reduced churn, not just satisfaction.
Relationship skills matter enormously here, but so does honesty. This person needs to build trust with clients by being straightforward - including telling a client something they don't want to hear (a campaign underperforming, a target that isn't realistic, a mechanic that isn't working) before it becomes a bigger problem. The same applies internally: flagging churn risk or a failing account honestly and early, rather than managing it quietly and hoping it resolves itself.
Key Responsibilities:
Client retention & growth
- Own the end-to-end relationship for a portfolio of brand clients post-signature, with full accountability for renewal rates and net revenue retention/expansion.
- Build multi-threaded relationships across each client account - from day-to-day marketing/loyalty contacts through to budget-holders and senior stakeholders - so the relationship survives individual changes of contact.
- Identify and execute upsell and cross-sell opportunities (additional publishers, campaign scale, Analytics/Intelligence product) ahead of renewal points, not at the point of expiry.
- Proactively manage renewal timelines and budget cycles, ensuring no client relationship is left to lapse through inattention.
- Expand existing enterprise accounts beyond their original scope - bringing in additional brands, divisions, business units or markets within the same client organisation, not just renewing what was originally signed.
Analytics/Intelligence embedding
- Treat Analytics/Intelligence as a core part of every client relationship from day one, not a later-stage upsell - client conversations, QBRs and renewal cases should routinely reinforce the value of the Intelligence product, whether or not the client has purchased it yet.
- Drive adoption of Analytics/Intelligence across the portfolio, using it as a tool to demonstrate ongoing value and deepen the relationship, as well as a revenue line in its own right.
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Client success & CLO expertise
- Develop genuine expertise in the CLO and Open Banking space - mechanics, publisher landscape, incrementality, and how brands should think about measurement - to act as a credible advisor, not just an account handler.
- Actively educate clients on the CLO/Open Banking landscape - how the mechanics work, how the publisher ecosystem is evolving, and what "good" looks like - so Sientia is seen as a trusted adviser and educator, not just a supplier delivering a service.
- Help clients set the right goals and KPIs at the outset of a campaign, and ensure those are realistic against publisher reach and mechanics.
- Translate campaign and transaction data into clear, commercially meaningful insight for brand stakeholders - comfortable enough with the underlying data to challenge or sense-check numbers, not just relay them.
- Run regular business reviews (e.g. monthly/quarterly) with clients, presenting performance against goals and a forward plan.
Cross-functional coordination
- Work closely with Sales during and immediately after the deal-closing process to fully understand the client's goals, success metrics, and the commercial terms agreed - ensuring a clean handover with no loss of context.
- Brief and work with the Analytics/Intelligence function to ensure client reporting answers the questions that actually matter to that brand.
- Feed client and market intelligence back into Sales and product/publisher teams - renewal risk, feature gaps, competitor mentions, publisher performance issues.
- Coordinate with publisher partners where needed to resolve client-facing issues (e.g. targeting, data scope, campaign mechanics).
Metrics & accountability
- Own and report against a clear set of account health metrics: renewal rate, net revenue retention, churn risk, upsell pipeline, client NPS/satisfaction.
- Maintain accurate, current forecasting of renewal and growth revenue across the portfolio.
- Bring the same target-driven mentality to internal reporting and pipeline hygiene as is expected of a Sales function — this role is revenue-accountable, not just relationship-accountable.
Core KPIs
- Net Revenue Retention (NRR) across the portfolio.
- Expansion revenue - value generated from upsell, cross-sell and account growth (new brands/divisions/markets within existing clients), tracked separately from pure renewal.
- Forecast accuracy - how closely predicted renewal/expansion revenue matches actual outcomes, quarter on quarter.
- Client health score - coverage and accuracy of the account monitoring system, and how well health scores predict actual renewal/churn outcomes.
- Analytics/Intelligence adoption - proportion of the portfolio actively using the Intelligence product, and trend over time.
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Client monitoring system (build & own)
- Design and implement a system (dashboard, scorecard or similar - tooling to be proposed by the candidate) for continuously monitoring brand accounts, so that churn risk and upsell/growth opportunities are surfaced proactively rather than discovered at renewal.
- Define the leading indicators that matter for this book of business - e.g. campaign spend pacing vs. budget, engagement/redemption trends, contact responsiveness, renewal date proximity, stakeholder turnover, sentiment from QBRs - and turn them into a simple health score or red/amber/green view per account.
- Ensure the system is actionable, not just observational: every "at risk" or "ready to grow" flag should trigger a defined next step (e.g. escalation, intervention plan, upsell conversation).
- Keep the system current and use it as the basis for internal reporting to leadership on portfolio health, rather than relying on memory or anecdote.
Qualifications
Essential
- Proven track record in an Account Management, Account Director, Client Success or Customer Success role, ideally within fintech, adtech, loyalty, martech or a similarly data-driven B2B environment.
- Demonstrable experience retaining and growing revenue from a portfolio of clients on renewal/subscription-style or budget-cycle commercial terms.
- Strong stakeholder management skills - comfortable operating from day-to-day marketing contacts up to senior/budget-holder level within a brand.
- Genuinely comfortable with data: able to read campaign/transaction performance data, spot what matters, and build a narrative from it (not reliant on someone else pre-packaging every insight).
- Commercially numerate and target-driven - treats renewal/retention/upsell numbers as personal KPIs, and is comfortable being held accountable to them internally.
- Excellent written and verbal communication; confident presenting performance and strategic recommendations to senior brand stakeholders.
- Demonstrated honesty and directness in client relationships - comfortable having a difficult conversation (underperformance, unrealistic expectations, a mechanic that isn't working) rather than avoiding it or over-promising. Track record of building trust through candour, not just charm.
- Highly organised, able to manage a multi-account portfolio with competing renewal timelines without things slipping.
Desirable
- Existing understanding of card-linked offers (CLO), Open Banking, cashback/loyalty mechanics, or payments/fintech more broadly.
- Experience working with or alongside publisher/platform partners (e.g. banking apps, card issuers).
- Familiarity with incrementality/attribution measurement in a marketing or loyalty context.
- Experience in an early-stage or scale-up environment, comfortable with ambiguity and building process rather than inheriting it.
- Experience designing or implementing an account health/customer success monitoring system (dashboard, health score, or similar) from scratch, rather than just using one already built by someone else.
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