Key skills
SaaSCRMCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- Own the post‑onboarding relationship with assigned enterprise clients, ensuring consistency, value delivery, and long‑term partnership.
- Actively manage client goals, platform adoption, and account health to maximise retention and measurable success.
- Lead structured account reviews, presenting insights, performance trends, and clear recommendations.
- Identify and mitigate risk early by monitoring engagement signals and addressing issues before they escalate.
- Develop a deep understanding of each client’s operating model, tipping policies, and success metrics.
- Guide clients through legislative changes, platform updates, and operational challenges, ensuring smooth transitions.
- Collaborate closely with Product, Tech, and Support to resolve issues, champion client needs, and influence improvements.
- Share best practices, playbooks, and learnings to strengthen the Customer Success function.
- Contribute to roadmap discussions and cross‑functional initiatives that enhance the end‑to‑end client journey.
Requirements
- Proven experience in Customer Success or Account Management, ideally within SaaS, fintech, or hospitality.
- Exceptional relationship‑building and communication skills, with confidence engaging senior and executive stakeholders.
- Strength in delivering strategic account reviews, translating data into insights and presenting recommendations with impact.
- Commercial awareness, with the ability to support renewal and expansion conversations through value‑led engagement.
- Experience navigating complex, multi‑stakeholder organisations, building trust across, Operations, Finance, HR, and Technology.
- Strong CRM proficiency (HubSpot a plus), with the ability to maintain accurate data, track health signals, and manage structured workflows.
- A proactive, solutions‑focused mindset, with strong organisational and prioritisation skills.
- A collaborative approach, contributing to process improvements, knowledge sharing, and a high‑performing team culture.
- Familiarity with hospitality operations or tipping environments.
Benefits
- Competitive salary
- Flexible working options
- Work from anywhere for up to 4 weeks a year
- TiPJAR rewards scheme
- Salary Sacrifice Pension Scheme
- Company socials
- A values-led, supportive team
- A workplace where your ideas matter and your impact is visible