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 own

• Client relationships and strategy. Become a trusted partner to enterprise clients, understanding their business priorities and building success plans with clear objectives, KPIs and actions.
• Programme performance. Help clients improve registration, activation, engagement and reward usage through effective onboarding, communications and ongoing programme optimisation.
• Retention and renewal readiness. Identify risks early, address underperformance and ensure clients can clearly see the value of their investment.
• Account growth. Spot opportunities to expand programmes into new markets, introduce additional capabilities and increase adoption, working with our commercial team to turn these into business.
• Client reviews and recommendations. Lead QBRs and senior stakeholder meetings that connect performance data to business outcomes and agree clear next steps.
• Successful delivery. Coordinate with implementation, product, technical and partnerships colleagues to support launches, resolve issues and keep client priorities moving.
• The voice of the customer. Translate client feedback into clear insights that help shape our product and service.
• A 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 effective.

Requirements

• You have a proven track record in enterprise customer success, strategic account management or client services, ideally within SaaS, loyalty, CRM or marketing technology.
• You can demonstrate how you have improved client outcomes, retained important accounts and identified opportunities for growth.
• You understand customer lifecycle marketing and how onboarding, communications and ongoing engagement influence programme success.
• You are confident working with data and performance reporting, identifying what needs to change and explaining your recommendations clearly.
• You build relationships across an organisation, from day-to-day programme owners to senior decision-makers, and are comfortable leading challenging conversations.
• You have enough technical confidence to discuss platform capabilities, integrations and data requirements, working with specialists where needed.
• You combine strategic thinking with a hands-on approach: you take ownership, follow through and keep several priorities moving.
• You enjoy improving how things work and are curious about using AI and automation to support better customer service and more efficient account management.

Direct 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.

Benefits

• Remote-first with optional hybrid working from our workspace in Manchester.
• Commission structure for expansion & upsell, as well as discretionary bonuses.
• Pension scheme.
• Regular social events.
• Generous holiday entitlement.
• Access to our entire suite of rewards.
• Health cash plan with tenure
• Meaningful responsibility. Own relationships with enterprise clients and influence programmes used by large customer audiences.
• Recognisable brands. Join a growing SaaS business working with brands including JD Sports, Lebara & HelloFresh.
• Influence over how we grow. Help shape our customer success approach, contribute to product decisions and improve the way we support clients.
• Career development. The opportunity to develop your responsibilities as our clients, platform and team grow.

About Propello Cloud

Propello 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.