Client Success Manager
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Job Description
Client Success Manager owning retention, renewals, and expansion for Appointedd's B2B scheduling platform. Leading implementations, stakeholder relationships, and product adoption across client accounts.
Responsibilities:
- Own a portfolio of client accounts and be accountable for net revenue retention, expansion pipeline, and long-term commercial success
- Act as a trusted advisor to client stakeholders and identify and close growth opportunities
- Coordinate internal resources and position Appointedd as an indispensable part of client operations
- Own net revenue retention across the portfolio and drive upsell and cross-sell opportunities
- Maintain a live, qualified expansion pipeline and co-own deal strategy with Client Partners
- Identify whitespace within client networks and group structures
- Own renewals, maintain early warning indicators, execute mitigation plans, and manage churn risk
- Develop ROI narratives to support renewals
- Convert satisfied clients into advocates, case studies, references, warm introductions, and referrals
- Build and own account plans aligned with client commercial objectives
- Serve as key contact for senior client stakeholders and lead ROI-focused business reviews
- Qualify expansion opportunities, present business cases, handle objections, and report on pipeline metrics
- Lead multi-stakeholder client implementations, managing scope, timelines, and outcomes
- Deliver structured training and user acceptance testing
- Liaise with Product to resolve configuration needs
- Monitor product adoption, usage data, and engagement signals
- Own account health plans and escalate complex support issues to Engineering
- Manage renewal timelines, commercial negotiations, and contract extensions
- Translate client feedback into product insight and communicate roadmap progress
- Champion product releases and drive feature adoption
Requirements:
- Prior experience in a Client Success or Account Management role, ideally within a B2B SaaS environment
- Demonstrable track record of owning retention targets and delivering expansion revenue
- Experience managing multi-stakeholder client accounts
- Strong presentation and facilitation skills
- Ability to lead client QBRs and product demonstrations
- Clear, confident, commercially aware communication
- Ability to build trusted client and colleague relationships
- Strong organisation and accountability for outcomes
- Ability to thrive in a fast-paced environment with shifting priorities
- Ability to make smart decisions quickly
- Strong knowledge of the Appointedd platform, including configuration, integrations, and edge cases
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