Client Success Manager - #1772633

At Appointedd, we're on a mission to power the best customer journeys that lead to the best customer experiences. As a B Corp-certified, ISO 27001-accredited SaaS company trusted by global brands like Charlotte Tilbury and Mamas & Papas, we pride ourselves on creating lasting partnerships with our enterprise customers. We are now looking for a Client Success Manager with experience in the retail sector to join our team.

Our Client Success Managers (CSMs) are passionate about delivering world-class service, building meaningful client relationships, and ensuring our enterprise retail customers are set up for success with our award-winning booking and scheduling software.

Responsibilities:

• Enterprise Client Onboarding and Success


• Own the implementation process for new retail enterprise accounts.


• Collaborate closely with our offshore Support team to ensure seamless account setups and UAT testing.


• Deliver tailored training sessions and ensure onboarding exceeds client expectations.


• Ongoing Client Management


• Act as a strategic partner to our retail clients, supporting them through every stage of the customer lifecycle.


• Assist Client Partners with demos and operational support during pre-sales.


• Conduct quarterly business reviews, analysing booking performance and identifying optimisation opportunities.


• Proactively identify account improvements and growth opportunities, promoting client retention and expansion.


• Product Expertise and Support


• Develop deep expertise in the Appointedd platform to deliver high-quality client training and support.


• Liaise with the product and engineering teams to ensure client feedback is heard and acted on.


• Manage support escalations and coordinate complex issues resolution.


• Internal Collaboration


• Work cross-functionally with Sales, Product, Engineering, and Marketing to ensure client needs are at the centre of what we do.


• Contribute to service excellence initiatives to drive referrals and grow client advocacy.

• You have experience in client success or customer-facing roles within the retail tech sector, ideally with SaaS products.


• You thrive on building and nurturing strong relationships with clients.


• You’re motivated by problem-solving, delivering excellence, and ticking off your to-do list.


• You have outstanding presentation and training skills, with a consultative approach.


• You’re passionate about getting it right the first time, knowing how much it matters to our clients.


• You have a working knowledge of SaaS technologies and best practices for client success.


• You’re driven by metrics and have a proactive mindset for achieving targets.

• 
  Purpose-driven — We’re a certified B Corp, committed to making a positive impact on people, communities, and the planet.


• 
  Sustainability — Proudly part of the SME Climate Commitment to reach Net Zero by 2040.


• 
  Industry Trust — We serve globally recognised retail brands and maintain the highest standards in information security with ISO 27001 certification.


• 
  Supportive Culture — We care deeply about our team’s wellbeing and professional growth.



If you're excited about creating exceptional experiences for retail brands and want to work at the intersection of tech and retail innovation, we’d love to hear from you