Senior Customer Success / Senior Account Manager (Loyalty & Reward Tech)

Is this you?

• A seasoned Customer Success Manager with a background in loyalty technology or a Account Manager having worked for an enterprise-focussed marketing agency.
• A strategic thinker who understands the fundamentals of customer loyalty, engagement, and retention.
• An analytical problem-solver who can interpret data, identify trends, and turn insights into actions that drive results, consulting with clients to strengthen their loyalty programmes.
• A highly organised and detail-oriented professional who can manage multiple client accounts effectively.
• A strong communicator, comfortable building relationships at C-suite and senior stakeholder levels.
• Commercially astute, with the ability to spot opportunities for account growth and long-term success.
• Passionate about delivering best-in-class client experiences and ensuring the success of loyalty programmes.
• A desire to take ownership of results and manage the wilder customer success team.

About the Company

Propello Cloud is a leading SaaS loyalty and rewards platform, helping brands drive acquisition, engagement, and retention through innovative reward programmes. Our clients include household names such as HelloFresh, Lebara, Skyscanner, and JD Sports, and we are expanding rapidly both in the UK and internationally.

We are a fast-paced, high-growth company with a strong company culture built around trust, flexibility, and collaboration. We give our team the freedom to express ideas and shape the future of our products and services.

About the Role

As a Senior Customer Success Manager, you will play a pivotal role in ensuring the success of our clients’ loyalty and reward programmes. Acting as the main point of contact for key accounts, you will be responsible for ensuring client satisfaction, retention, and growth.

Key Responsibilities:

• Be the senior point of contact in the customer success team
• Lead and manage a portfolio of key client accounts, ensuring their loyalty programmes deliver strong results.
• Act as a strategic advisor, guiding clients on best practices in customer loyalty, engagement, and retention.
• Lead onboarding, implementation, and ongoing optimisation of loyalty programmes.
• Develop and maintain strong client relationships, engaging with key decision-makers at senior levels.
• Monitor programme performance, analysing data to provide actionable insights and recommendations.
• Collaborate with internal teams (marketing, product, and partnerships) to ensure seamless execution of client strategies.
• Identify opportunities for upselling and expanding client relationships to maximise commercial value.
• Advocate for clients internally, ensuring their feedback helps shape future product development.

The ideal candidate…

• 5+ years’ experience in a Customer Success, Account Management, or Client Services role within a marketing agency, loyalty tech, or martech SaaS environment.
• Deep understanding of customer loyalty, marketing, and engagement strategies.
• Strong commercial acumen, with the ability to identify growth opportunities within accounts.
• Experience of managing and mentoring others is desirable. 
• Experience with QBRs & Negotiation – adept at setting clear boundaries while making the client feel heard and understood, guiding them towards the best solutions without compromising company goals.
• Excellent attention to detail and organisational skills, capable of managing multiple client relationships simultaneously.
• Strong analytical mindset – comfortable interpreting data and using insights to drive decisions.
• A proactive problem-solver with excellent communication and presentation skills.
• Experience working with enterprise-level clients and C-suite stakeholders.

What’s in it for you?

• The flexibility of remote work, with an optional workspace in Manchester.
• The opportunity to be part of a rapidly growing SaaS tech start-up.
• A competitive base salary with performance-based incentives.
• The chance to work with renowned global brands across multiple sectors.
• Clear pathways for career progression and professional development.

The Package

• Competitive salary with performance-based incentives.
• Remote-first with an optional hybrid workspace in Manchester.
• Profit share.
• Company share options.
• Pension scheme.
• Generous holiday entitlement.
• Regular social events.
• Access to our entire suite of rewards.
• Health cash plan.