Senior Customer Success Manager (Enterprise Accounts)

At Propello Cloud, we help brands build stronger customer relationships through loyalty and rewards programmes that deliver measurable results.We're looking for a Senior Customer Success Manager to take ownership of key enterprise relationships, help clients market their programmes and play an active role in growing our customer success function.You'll combine strategic account management with practical marketing expertise and commercial judgement. You'll be comfortable discussing business objectives with senior stakeholders, interpreting programme data and turning your recommendations into action.What you'll ownClient relationships and strategy. Become a trusted partner to enterprise clients, understanding their business priorities and building success plans with clear objectives, KPIs and actionsProgramme performance. Help clients improve registration, activation, engagement and reward usage through effective onboarding, communications and ongoing programme optimisationRetention and renewal readiness. Identify risks early, address underperformance and ensure clients can clearly see the value of their investmentAccount growth. Spot opportunities to expand programmes into new markets, introduce additional capabilities and increase adoption, working with our commercial team to turn these into businessClient reviews and recommendations. Lead QBRs and senior stakeholder meetings that connect performance data to business outcomes and agree clear next stepsSuccessful delivery. Coordinate with implementation, product, technical and partnerships colleagues to support launches, resolve issues and keep client priorities movingThe voice of the customer. Translate client feedback into clear insights that help shape our product and serviceA stronger customer success function. Improve playbooks, reporting and ways of working, share your expertise with colleagues and use AI and automation thoughtfully to make the team more effectiveRequirementsYou have a proven track record in enterprise customer success, strategic account management or client services, ideally within SaaS, loyalty, CRM or marketing technologyYou can demonstrate how you have improved client outcomes, retained important accounts and identified opportunities for growthYou understand customer lifecycle marketing and how onboarding, communications and ongoing engagement influence programme successYou are confident working with data and performance reporting, identifying what needs to change and explaining your recommendations clearlyYou build relationships across an organisation, from day-to-day programme owners to senior decision-makers, and are comfortable leading challenging conversationsYou have enough technical confidence to discuss platform capabilities, integrations and data requirements, working with specialists where neededYou combine strategic thinking with a hands-on approach: you take ownership, follow through and keep several priorities movingYou enjoy improving how things work and are curious about using AI and automation to support better customer service and more efficient account managementDirect experience managing loyalty or rewards programmes would be valuable, as would marketing agency account management or experience supporting international clients. We're equally interested in strong candidates from adjacent sectors who can demonstrate relevant results.BenefitsRemote-first with optional hybrid working from our workspace in ManchesterCommission structure for expansion & upsell, as well as discretionary bonusesPension schemeRegular social eventsGenerous holiday entitlementAccess to our entire suite of rewardsHealth cash plan with tenureMeaningful responsibility. Own relationships with enterprise clients and influence programmes used by large customer audiencesRecognisable brands. Join a growing SaaS business working with brands including JD Sports, Lebara & HelloFreshInfluence over how we grow. Help shape our customer success approach, contribute to product decisions and improve the way we support clientsCareer development. The opportunity to develop your responsibilities as our clients, platform and team growAbout Propello CloudPropello Cloud is a white-label loyalty and rewards SaaS platform helping brands drive customer acquisition, retention and engagement.We power configurable programmes across retail, travel, telecoms, energy, financial services and other sectors, combining technology, rewards and programme expertise to help clients deliver value to their customers.We're looking for someone who wants to help our clients succeed, contribute ideas and take an active part in our next stage of growth.Our culture is friendly, supportive, and dynamic - we believe in working smart, having fun, and celebrating each other's successes. We're family-first and understand the importance of flexibility, creating a supportive environment where people can do their best work while balancing work and life.