Appointedd
Client Success Manager
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Client Success Manager
Department:
Customer Operations
Location:
Remote
Reports To:
Head of Commercial Operations
ROLE OVERVIEW
The Client Success Manager is a commercially-minded, growth-focused role at the heart of Appointedd's customer success engine. This is not a reactive support function - it is a proactive revenue role. The CSM owns a portfolio of client accounts and is directly accountable for net revenue retention, expansion pipeline, and the long-term commercial success of each relationship. You will operate as a trusted advisor to client stakeholders, identifying and closing growth opportunities, coordinating internal resources, and positioning Appointedd as an indispensable part of each client's operations.
COMMERCIAL ACCOUNTABILITY
Metric
Expectation
Net Revenue Retention
Own NRR across your portfolio
Drive upsell and cross-sell into existing accounts and associated business units
Identify and close expansion opportunities without reliance on the sales team
Expansion Pipeline
Maintain a live, qualified pipeline of expansion opportunities within your account portfolio
Collaborate with Client Partners to progress commercial conversations and co-own deal strategy
Proactively identify whitespace within client networks and group structures
Renewal & Churn Risk
Own all renewals within your portfolio - no surprises, no reactive firefighting
Maintain early warning indicators and execute mitigation plans at the first sign of risk
Deliver compelling ROI narratives that make renewal a straightforward conversation
Advocacy & Referrals
Convert satisfied clients into active advocates - case studies, references, and warm introductions
Drive referral pipeline from within client networks and industry contacts
Collaborate with Marketing on client-led content and social proof
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CORE RESPONSIBILITIES
Area
What You'll Do
Account Leadership
Build and own an account plan for each client, aligned to their commercial objectives
Operate as the key point of contact for senior client stakeholders
Lead business reviews that demonstrate measurable ROI and unlock further investment
Growth & Expansion
Proactively identify and qualify expansion opportunities across product lines and user groups
Own the commercial narrative in upsell conversations, confidently presenting business cases and handling objections
Track and report on expansion activity, pipeline value, and close rates
Onboarding & Implementation
Lead the onboarding of multi-stakeholder client implementations end-to-end
Set and manage expectations on scope, timeline, and outcomes from day one
Deliver structured training and user acceptance testing to ensure rapid time-to-value
Liaise with internal Product team to resolve configuration needs at pace
Retention & Risk Management
Monitor product adoption, usage data, and engagement signals to pre-empt churn risk
Own and execute account health plans, intervening early and decisively
Escalate complex support issues to engineering with clear commercial context
Manage renewal timelines, commercial negotiations, and contract extensions
Product Expertise & Feedback
Develop strong working knowledge of the Appointedd platform - configuration, integrations, and edge cases
Act as the voice of the customer internally, translating client feedback into structured product insight
Maintain a closed feedback loop with the Product team and communicate roadmap progress back to clients
Champion product releases and drive adoption of new features within your accounts
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WHAT WE'RE LOOKING FOR
Attribute
Detail
Commercial Drive
You think like a revenue owner - you understand that client success and business growth are the same thing
You are energized by identifying and closing expansion opportunities, not just managing satisfaction
You are comfortable leading commercial conversations with client stakeholders and discussing contract terms
Commercial Mindset
You see the full picture, understanding each client's business model and priorities
You build relationships that span multiple levels of a client organization
You plan ahead, anticipating risk and spotting opportunity
Experience
Prior experience in a Client Success or Account Management role, ideally within a B2B SaaS environment
Demonstrable track record of owning retention targets and delivering expansion revenue
Experience managing multi-stakeholder client accounts
Communication & Presence
Strong presentation and facilitation skills - you can lead a client QBR as comfortably as a product demo
You communicate with clarity, confidence, and commercial awareness at every level
You are a natural relationship builder - clients trust you, colleagues rely on you
Execution
You are organized and hold yourself accountable to outcomes, not just activity
You thrive in a fast-paced environment where priorities shift and you need to make smart decisions quickly
You get things done and you bring others with you
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