Client Success Director: SME

• Own and execute the strategic plan for your POD, including retention, expansion, value realisation, and long-term growth.
• Lead all commercial discussions across your portfolio, including renewals, expansions, upsell motions, and contract negotiations.
• Maintain accurate forecasting across renewal and expansion pipelines.
• Identify and pursue growth opportunities, partnering closely with CSMs to execute account strategies.
• Build and maintain senior stakeholder relationships to strengthen long-term partnership success.

Leadership & People Development

• Lead, coach, and develop Senior CSMs and CSMs within your POD.
• Provide day-to-day guidance on customer strategy, planning, risk assessment, and commercial execution.
• Build capability within the POD by enabling CSMs to learn commercial skills (e.g., negotiations, senior stakeholder management, account planning).
• Foster a culture of ownership, accountability, and customer-centricity across the POD.

Operational Excellence & Customer Outcomes

• Ensure consistent execution of adoption, onboarding, value realisation, QBRs, and customer engagement motions across the POD.
• Oversee the development of high-quality success plans, strategic account reviews, and customer roadmaps.
• Monitor customer health, identify risk early, and intervene proactively to protect revenue.
• Champion customer feedback internally and partner cross-functionally to resolve issues and improve customer experience.
• Maintain high standards of CRM hygiene, documentation, forecasting accuracy, and process compliance.
• Collaborate with your Head of Customer Success to align POD priorities, resources, and performance expectations.

Data-Driven Insight & Continuous Improvement

• Use data and insights to inform priorities, identify risks, highlight opportunities, and improve POD performance.

• Analyse customer behaviour, adoption trends, and engagement metrics to guide customer strategies.

• Contribute to the enhancement of processes, playbooks, and best practices to improve efficiency and customer outcomes.

• Proven experience in Client Success, Account Management, or customer-facing roles within SaaS or technology.

• Demonstrated ownership of renewals, expansions, pricing conversations, and commercial negotiations.

• Proven ability to motivate, coach, and develop a high-performing team.

• Strong negotiation skills and demonstrated confidence owning commercial outcomes at senior levels.

• Proven experience navigating complex customer environments with multiple stakeholders.

• Demonstrated ability to diagnose risks, identify gaps, and implement improvements across customer portfolios.

• Excellent communication and executive engagement skills, written and verbal.

• Screening call with a member of the Talent Acquisition Team

• First stage interview with Head of Client Success: SME and Client Success Director: SME

• Take-home assessment

• Final interview with Head of Client Success

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
 
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