Customer Success / Client Relationship Manager - London

We are seeking an ambitious Customer Success or Client Relationship Manager who wants to take their skills to the next level in a fast-growing tech company. This is an existing business-focused role, where you will take ownership of an established portfolio of clients, acting as their main point of contact and building long-term, trusted relationships.

You will be responsible for managing and growing your own book of accounts, ensuring client satisfaction, driving retention, identifying upsell and cross-sell opportunities, and maximising the value of our existing customer relationships. We are looking for someone who is commercially driven, proactive, and passionate about delivering an exceptional client experience while growing revenue within their portfolio.

Please note:

• We are unable to offer visa sponsorship for this role. Candidates who need visa sponsorship now, or will need visa sponsorship in the future, will not be considered.
• This is a London-based role, with an expectation to work from our London office 4 days per week. Some travel may be required.

Suade is an equal opportunity employer. We are building a world-class team and know we need a diverse mix of talented people doing their best work.

Requirements

• Proven experience in Account Management, Customer Success or a similar client-facing commercial role, ideally within a B2B SaaS or technology environment.

• Experience managing an existing portfolio of clients, with responsibility for account growth, retention and relationship management.
• Strong commercial awareness, with the ability to identify and convert upsell and cross-sell opportunities.
• Excellent relationship-building and communication skills, with confidence engaging senior stakeholders.
• A proactive, organised approach to managing multiple accounts and competing priorities.
• Experience developing account plans, managing renewals and working towards revenue targets.
• Ability to understand client needs and translate them into commercial opportunities and long-term partnerships.

Responsibilities

• Own and manage an established portfolio of existing clients, acting as their primary point of contact and taking full responsibility for the health, retention and growth of your accounts.
• Build and maintain strong, long-term relationships with key stakeholders, developing a deep understanding of their business needs, priorities and objectives.
• Proactively manage the health of your accounts, monitoring client engagement, satisfaction and potential risks to ensure high levels of customer retention.
• Identify and drive upsell, cross-sell and account expansion opportunities within your existing client portfolio to maximise revenue growth.
• Develop and execute strategic account plans for key clients, identifying opportunities to strengthen relationships and increase account value.
• Lead regular client meetings, business reviews and check-ins to ensure clients are receiving value from Suade's products and services.
• Take ownership of the commercial relationship with clients, including contract renewals, commercial discussions and opportunities for account growth.
• Act as a trusted advisor to clients, understanding their evolving requirements and recommending relevant products, services and solutions.
• Work closely with internal teams, including Product, Customer Success and Support, to ensure client needs are met and issues are resolved efficiently.
• Monitor and report on account performance, including revenue, renewals, pipeline opportunities, account health and client engagement.
• Maintain accurate and up-to-date records of all client interactions, commercial activities and opportunities within the CRM.
• Proactively identify at-risk accounts and develop strategies to improve engagement, address concerns and protect existing revenue.
• Collaborate with internal stakeholders to share client feedback, influence product improvements and deliver an excellent overall customer experience

Benefits

• 25 days' holiday + public holidays

• Flexible holiday: choose when you take your holidays by swapping bank holidays if you would like

• Additional tenure-based holiday: an extra day of annual leave for every year of service after 2 years
• Monthly social events

• Annual ski trip and residential offsites

• £500 ‘work from home’ set up budget when you join

• £500 personal training & development budget per year

• Enhanced maternity and paternity leave (subject to conditions)

• Company pension (Nest)

• Perkbox benefits plan