Senior Client Engagement & Success Manager

Jobtailor; Gateshead; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a Senior Customer Success/Account Management professional to oversee strategic client relationships and drive exceptional engagement across our SaaS portfolio. You will act as a senior relationship owner for key customers, ensuring clear communication and successful delivery coordination.

In this role, you will drive customer satisfaction, retention and long-term engagement, support renewal discussions, and identify expansion opportunities.

Qualifications

• Proven experience in client engagement, customer success, account management, or client services within SaaS or technology.
• Strong stakeholder management and communication skills.
• Experience managing complex customer relationships.
• Ability to collaborate effectively with technical and non-technical teams.
• Strong organisational and strategic thinking skills.
• Ability to manage competing priorities and customer expectations.
• Experience working within B2B SaaS or digital platforms.
• Familiarity with agile or product-led environments.
• Experience with CRM/customer engagement platforms.
• Understanding of customer retention and lifecycle management strategies.

Responsibilities

• Oversee strategic client relationships and drive exceptional customer engagement across SaaS business.
• Act as a senior relationship owner for key customers.
• Ensure strong communication and successful delivery coordination.
• Drive customer satisfaction, retention, and long-term engagement.
• Support renewal conversations and expansion opportunities.
• Contribute to the development of scalable customer engagement processes.
• Build trust through proactive communication and consultative support.
• Collaborate with leadership teams to improve customer engagement.

Skills

Client engagement

Customer success

Account management

Stakeholder management

Communication skills

Strategic thinking

Organizational skills

Collaboration

Delivery coordination

Proactive communication

Tools

CRM platforms

Job description

Jobtailor is seeking a Senior Customer Success/Account Management professional to oversee strategic client relationships and drive exceptional engagement across our SaaS portfolio. You will act as a senior relationship owner for key customers, ensuring clear communication and successful delivery coordination.

In this role, you will drive customer satisfaction, retention and long-term engagement, support renewal discussions, and identify expansion opportunities.