Client Success Manager - Enterprise
Full Time £47,000 - £50,000 / yearJob Overview
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:
The Client Success Manager (CSM) is responsible for managing a portfolio of smaller or less complex customer accounts within a Client Success POD. Reporting to a Client Success Director (CSD), the CSM ensures customers achieve measurable value from our platform by driving adoption, engagement, and ongoing usage.
The CSM focuses on delivering consistent day-to-day support for smaller accounts, ensuring they achieve business outcomes, maintain strong satisfaction, and have a positive experience throughout their lifecycle. The CSM also gains exposure to strategic and commercial conversations by shadowing the CSD and Senior CSM to support their development.
As a CSM, you play a crucial role in helping customers succeed. You are the trusted day-to-day partner for your accounts, ensuring they understand, adopt, and benefit from our platform. Through proactive engagement, education, problem-solving, and insight sharing, you drive outcomes that strengthen retention and advocacy. You are a key voice of the customer internally and help shape both customer strategy and product evolution.
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:
The Client Success Manager (CSM) is responsible for managing a portfolio of smaller or less complex customer accounts within a Client Success POD. Reporting to a Client Success Director (CSD), the CSM ensures customers achieve measurable value from our platform by driving adoption, engagement, and ongoing usage.
The CSM focuses on delivering consistent day-to-day support for smaller accounts, ensuring they achieve business outcomes, maintain strong satisfaction, and have a positive experience throughout their lifecycle. The CSM also gains exposure to strategic and commercial conversations by shadowing the CSD and Senior CSM to support their development.
As a CSM, you play a crucial role in helping customers succeed. You are the trusted day-to-day partner for your accounts, ensuring they understand, adopt, and benefit from our platform. Through proactive engagement, education, problem-solving, and insight sharing, you drive outcomes that strengthen retention and advocacy. You are a key voice of the customer internally and help shape both customer strategy and product evolution.
As CSM you will work in collaboration with the CSD on operational delivery & renewals. You will work on high commercial impact Enterprise Accounts with a value of c.£50-99k 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 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:
- Performance related bonus - OTE of £62,500
- 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 work from our Dean Street office two days per week.
Collaboration, connection as a team, and strong internal relationships are part of the “RG Magic” that makes our culture thrive. Our teams work from our Dean Street office two days per week.
What You’ll be Doing:
Customer Management & Relationship Building
- Own and manage a portfolio of smaller or less complex customer accounts.
- Serve as the primary day-to-day contact for customers, resolving issues promptly and professionally.
- Build strong working relationships with key customer stakeholders.
- Conduct regular check-ins, usage reviews, and tactical success meetings.
Adoption, Engagement & Value Realisation
- Monitor customer health, adoption, usage and engagement metrics; take action to address gaps.
- Develop and execute adoption plans aligned to customer goals.
- Provide training, enablement, and best-practice guidance to drive platform utilisation.
- Ensure customers achieve measurable outcomes that support renewal and advocacy.
Insight, Analysis & Issue Management
- Identify early risks, usage decline, or customer challenges and escalate appropriately.
- Analyse data and provide insights that demonstrate platform value.
- Gather customer feedback to influence internal teams and identify improvement opportunities.
Commercial Support & Collaboration
- Identify potential opportunities for expansion based on customer needs and usage.
- Collaborate with the CSD on commercial conversations, renewals and upsell motion.
- Shadow strategic discussions to develop commercial capability (renewals, account strategy, negotiations).
- Support delivery of success plans, customer roadmaps, and POD initiatives.
Operational Excellence
- Maintain accurate and timely CRM documentation across all customer interactions.
- Ensure account plans, meeting notes, actions and insights are captured and updated.
- Follow Client Success frameworks, processes and playbooks consistently.
- Collaborate closely with Senior CSMs, the CSD, Solution Architect, and Engagement Specialists to deliver a unified customer experience.
Experience and Skills You Need in this Role:
- Proven experience in Client Success, Account Management or similar customer-facing roles, ideally in SaaS or technology.
- Demonstrated experience managing multiple accounts and delivering high-quality customer service.
- Proven ability to drive adoption, engagement, and satisfaction across a customer portfolio.
- Strong organisational skills with proven ability to manage multiple priorities simultaneously.
- Familiarity with CRM systems, reporting tools, and account health monitoring.
- Demonstrated passion for helping customers succeed and achieve tangible outcomes.
- Strong relationship-building ability with a focus on trust, responsiveness and clarity.
- Proven ability to analyse adoption and usage metrics and respond proactively.
- Organised, process-driven, and disciplined in execution and follow-through.
- Clear and confident communicator, both written and verbal.
- Proven at being comfortable to escalate issues while maintaining accountability for customer communication.
- Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs.
- Demonstrated growth mindset, open to feedback, and committed to continuous improvement.