Senior Client Success Manager

Job description

Senior Client Success Manager Department : Customer Operations Location : Remote Reports To: Head of Commercial Operations ROLE OVERVIEW: The Senior Client Success Manager is a commercially-minded, strategically-driven role at the heart of Appointedd's enterprise growth engine. This is not a reactive support function — it is a proactive revenue role. The Senior CSM owns a portfolio of high-value enterprise 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 strategic advisor to senior client stakeholders, identifying and closing growth opportunities, orchestrating internal resources, and positioning Appointedd as an indispensable part of each client's commercial infrastructure. COMMERCIAL ACCOUNTABILITY: Metric: Expectation: Net Revenue Retention: - Own NRR across your portfolio — target >115% - 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 portfo...