Senior Client Success Manager: SME (Fixed-Term Contract)

Department: Client Success

Employment Type: Fixed Term Contract

Location: London

Reporting To: Client Success Director - SME

Compensation: £50,000 - £55,000 / year

Description

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions. 

Guided by our shared missions—‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’—we’re committed to transforming workplaces and improving people’s daily lives. 

Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.  
Your Role in our Mission: 

This position is offered as a fixed-term maternity cover contract for 12 months; the duration of this appointment may be subject to change with notice.   The Senior Client Success Manager (Senior CSM) SME is responsible for managing a portfolio of high-value, complex customer accounts within the SME Client Success POD. Reporting into a Client Success Director (CSD), the Senior CSM ensures customers realise measurable value from our platform by driving adoption, engagement, satisfaction, and long-term success.   
The Senior CSM manages accounts that require deeper strategic planning, multi-stakeholder engagement, bespoke configurations, or more complex delivery requirements. While CSMs manage smaller or more operational accounts, the Senior CSM is accountable for the most strategically important accounts within the POD.

They work closely with the CSD to support and learn from commercial conversations—strengthening skills across renewal strategy, expansion, senior stakeholder engagement and commercial planning.

As a Senior CSM, you are a trusted advisor to your customers and a strategic partner within your POD. You ensure customers achieve tangible business outcomes through our platform and represent their voice across the organisation. Through your expertise, insight, and proactive account leadership, you influence adoption, drive value realisation, and strengthen long-term partnership loyalty. Your work directly contributes to retention, advocacy, and the commercial growth of your POD.

As Senior CSM you will work in collaboration with the CSD on strategic delivery & high value renewals: SME Accounts with a value of less than c.£25k in subscription revenue &/or subscription revenue + transactional revenue. 
What’s In It For Me?   A chance to be part of an extremely well established, stable and high growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package, including:   

• A flexible holiday plan of up to 40 days per year  
• £400 a year Wellbeing Allowance  
• Private Medical Insurance  
• Allowance for professional development books, E-books, and podcasts  
• Contributory pension scheme 
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands  

Click here to see our full suite of benefits and perks dedicated to supporting all aspects of employee wellbeing! 

Flexible, Hybrid Working:  
Collaboration, connection as a team, and strong internal relationships are part of the “RG Magic” that makes our culture thrive. Our teams works from our Dean Street office two days per week. 

What You’ll be Doing:

Customer Relationship & Portfolio Leadership 

• Own and manage a portfolio of complex and strategically important accounts (including those with bespoke solutions or multi-product usage). 
• Build deep, long-term relationships with senior collaborators across customer organisations. 
• Act as the primary point of contact for your accounts, ensuring a seamless and proactive customer experience. 
• Conduct regular QBRs and strategic business reviews aligned to customer goals and measurable outcomes. 

Customer Health, Adoption & Value Realisation 

• Monitor account health, usage, adoption, and engagement metrics; build action plans to address gaps or accelerate value. 
• Lead onboarding or introduction of new products, ensuring customers receive a smooth experience and achieve early success. 
• Deliver training, enablement sessions, and engagement activities to drive usage and encourage advocacy. 
• Analyse programme data and present insights that demonstrate impact and align to customer objectives. 

Risk Management & Issue Resolution 

• Identify early signs of risk and proactively intervene to protect customer outcomes and revenue. 
• Coordinate cross-functional resources (Product, Engineering, Support, Operations) to resolve customer challenges. 
• Escalate issues appropriately to the CSD while maintaining ownership of customer communication and expectations. 

Commercial Partnership & Growth 

• Find opportunities for deeper product adoption or expansion based on customer needs and platform usage. 
• Partner closely with the CSD to support commercial discussions, renewals, and upsell motions. 
• Shadow and contribute to commercial negotiations to develop skills in commercial management and strategy. 
• Support the creation of renewal strategies, account plans, and multi-year value roadmaps. 

Operational Excellence 

• Maintain accurate and timely records in Salesforce and all relevant systems. 
• Deliver all administrative tasks, project updates, and documentation to a high standard. 
• Ensure all customer engagements, plans, and actions follow agreed Client Success playbooks and standards. 
• Contribute to continuous improvement by sharing client feedback, insights, and opportunities with product and operational teams. 

POD Collaboration 

• Work closely with the CSD, CSMs, Solution Architect, and Engagement Specialists to deliver a coordinated customer experience. 
• Provide coaching and guidance to CSMs within the POD when required, supporting team capability and consistency. 

Experience and Skills You Need in this Role:

• Proven experience in Client Success, Account Management, or similar roles within SaaS or technology. 
• Strong experience managing complex, multi-stakeholder customer portfolios. 
• Proven track record of high retention, customer satisfaction, and value delivery. 
• Demonstrated experience creating and delivering QBRs, strategic account plans, and executive presentations. 
• Strong understanding of Client Success metrics, adoption levers, and value realisation frameworks. 
• Customer-first mindset with a passion for helping customers achieve measurable outcomes. 
• Skilled at navigating complex organisational structures and managing multiple stakeholder relationships. 
• Strong project management capability; proven ability to manage multiple initiatives simultaneously. 
• Analytical mindset with proven ability to interpret data, identify insights, and translate them into actions. 
• Confident communicator and presenter, including with senior audiences. 
• Demonstrated growth mindset with openness to coaching, learning, and personal development. 
• Collaborative team player who works effectively with the CSD, CSMs, and cross-functional teams. 

The Interview Process:

• Screening call with member of the Talent Acquisition Team 
• First stage interview with Client Success Director
• Final interview with Head of Client Success & member of the SME team

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
 
Be comfortable. Be you.
We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!