Senior CSM / Account Manager

About this role

Department: Client Success
Reports to: Head of Client Success
Job title: Senior CSM / Account Manager
Salary: £55,000-£60,000 base; OTE up to £80,000
Employment Type: Full-time
Location: Remote, UK-based, with monthly London meetups

About Gocertify
Gocertify is a bootstrapped UK tech start-up helping brands run smarter, more targeted reward campaigns.
We verify eligible audiences such as students, key workers and seniors, so brands can move away from broad discounting, protect brand value and offer the right rewards to the right customers.
We are trusted by 500+ brands, including Samsung, Sainsbury’s and FARFETCH. We work with 2m+ shoppers a year, drive £125m+ in retail sales, and have grown profitably and bootstrapped since 2020.
We are a team of around 20 people, working remotely with monthly meetups in London. We care about staying close to our customers, understanding their goals, and helping brands run targeted discounts that deliver real value.

Why this role exists
Our Client Success team works with a strong portfolio of major e-commerce brands, many of which already see real value in Gocertify. Clients regularly give positive feedback about both our product and the support they receive from our team.
We are hiring a Senior CSM / Account Manager to help unlock that growth. You will inherit a focused book of high-value and high-potential brand accounts. Some are already commercially significant today, while others have much more value to unlock.
Your role will be to protect what is already working, spot the biggest growth opportunities, and build the momentum needed to grow these partnerships over time. That means helping clients adopt new features/markets, launch stronger discount campaigns, build relationships with additional stakeholders, and create clear commercial progress.
We do not currently separate Account Management from Client Success, so this role sits at the intersection of both. You will fully own the client relationship while driving the commercial strategy needed to turn this book of business into meaningful growth.

Role and scope
As a Senior CSM / Account Manager, you will own a portfolio of brand accounts and be accountable for driving retention, adoption and revenue growth across them.
You will work closely with the Head of Client Success to identify the accounts with the most potential, build structured account plans, run commercial client conversations, and make sure that growth opportunities are identified and progressed.
You will need to combine strong relationship management with strategic thinking. That means understanding what marketing, e-commerce, CRM, loyalty and partnership teams are trying to achieve, then shaping practical campaign recommendations and commercial opportunities around those goals.
You will be expected to hit the ground running, quickly understand where the biggest opportunities are, and build momentum with clients who have the potential to grow with Gocertify.

What you will focus on
Own and grow your portfolio
You will work on
Prioritising your time across a broad portfolio based on value, risk and opportunity.
Building account plans that connect client goals to practical revenue opportunities.
Running structured QBRs that are commercially focused.
Identifying and progressing expansion, upsell and cross-sell opportunities across both established and high-potential accounts.
Owning a growth and retention target across your book, and reporting against it.
Keeping CRM records, next steps and opportunities accurate and up to date.

Own renewals and reduce churn
You will work on
Managing renewals across your portfolio and identifying risks early.
Using client feedback, usage data and commercial judgement to understand account health.
Holding commercial conversations around value, performance, contract terms and next steps.
Working with internal teams to resolve blockers that may affect retention.
Building practical plans to reduce churn and improve client outcomes.

Help clients get more from Gocertify
You will work on
Helping clients connect their goals to practical campaign recommendations.
Supporting clients to launch, improve or expand targeted discount campaigns.
Identifying where adoption is low and building practical plans to address it.
Running early check-ins after launch to make sure clients are set up for success.
Spotting friction in the client experience and helping remove it.

Bring insight back into the business
You will work on
Sharing client feedback with Sales, Product and Partnerships.
Flagging common challenges, requests and growth blockers.
Helping the team understand which client segments, use cases or campaigns are creating the most value.
Contributing ideas that improve our product, positioning and account management approach.
Helping build the processes and playbooks that make Client Success more consistent as we grow.

Requirements
Established experience a commercially accountable Client Success, Account Management or equivalent role, ideally in SaaS or another subscription business
A track record of carrying a commercial target and hitting it. When you apply, please tell us what your targets have been and how you performed against them, year on year.
Strong relationship-building skills, with excellent written and verbal communication.
Experience managing a broad portfolio of client relationships where commercial outcomes - growth, renewal, expansion - were part of your remit (you will hold dozens of accounts of varying size, so experience across a mixed book matters more than depth on a handful of large ones)
A data-informed approach to identifying client risks, problems and opportunities.
Excel in commercial conversations - talking about value, performance, contract terms and next steps
Strong prioritisation skills - you know how to triage a large account list and focus on where the value is
Confidence with CRM data and a disciplined approach to tracking activity and pipeline
Clear written and verbal…