Senior CSM / Account Manager

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. There's also a lot of growth in that book still to unlock - well-known brands doing a fraction of what they could, where the opportunity is there for someone to go and find it.

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.

This is a commercial role first. You'll protect what's already working while finding the real growth in the book - spotting where an account could be doing more, then doing the work to get it there, whether that's a stronger campaign, a new market, or bringing the right people on board.

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, ecommerce, 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 in a commercially accountable Client Success, Account Management or equivalent role, ideally in SaaS or subscription
• Experience in, or a strong working understanding of, the retail, e-commerce or affiliate/partnerships landscape.
• A track record of carrying a commercial target and hitting it (tell us your targets in your CV and how you performed, year on year)
• Experience owning renewals and the commercial conversations around them - pricing, contract terms, holding value under pushback
• Managed a broad, mixed book of accounts with real commercial value - breadth across varying sizes matters more than depth on a few, but not high volumes of tiny deals
• A data-informed approach to spotting client risks and opportunities
• Strong prioritisation - you can triage a large account list and focus on where the value is
• Confidence with CRM data and disciplined pipeline tracking
• Excellent written and verbal communication, with clients and internally
• A bias towards action and ownership - you move things forward without being chased
• Comfort working in a fast-moving, lightly structured environment - as happy building a process that doesn't exist yet as following one that does

Who will thrive in this role

This role is a strong fit for someone who can combine deep client understanding, strong commercial execution and a modern way of working.

• Strong discovery and client understanding: You’re excellent at understanding what a retailer is trying to achieve, both at a business and individual stakeholder level. You ask good questions, get beneath surface-level requests and identify where Gocertify can create the most value.
• Strategic solution-selling: You can turn client objectives into a clear recommendation. That means connecting Gocertify’s features to the client’s goals, then telling a compelling story about why that solution makes sense. You’re comfortable using data, ROI forecasts and persuasive commercial thinking to convince clients why they should care.
• A modern, forward-thinking operator: You are excited by smarter ways of working. We use data, internal systems, automation and increasingly AI-enabled workflows to understand clients, spot opportunities and manage accounts more effectively. You don't need to be an AI expert, but you do need to be curious and keen to use it - it's core to how we work here.

Work environment and tools

• Fully remote, UK-based, with monthly in-person meetings in London.
• Core working hours: 10am-4pm UK time, with flexible remote work.
• Some travel to client meetings and industry events.
• Tools include; Airtable, Apollo.io, Front, Metabase (Analysing client performance) as well as our Client Hub (our custom-built app to manage clients)

Benefits

• Salary: £55,000 - £60,000; OTE up to £80,000
• 25 days annual leave + UK bank holidays
• Private health insurance with AVIVA, including optical and dental cashback and the option to self-fund partners/dependents
• EMI share options
• Work-from-home budget
• Flexible remote work in many countries around our core hours, 10am-4pm UK
• Unlimited access to coworking spaces in 48+ countries through Hubble
• Access to incredible Gocertify offers