Client Success Manager

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 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 cl