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Client Success Manager - SMB

Client Success, London, Full Time, £35,000 / year

Job Description

At Reward Gateway, we’re driven by our culture, our clients and our mission to “make the world a better place to work.” Since 2006, we’ve been right by the side of the world’s most innovative companies and HR leaders, giving them the tools they need to overcome challenges and to connect with their people through our products and solutions. We’re more than 400 strong in four different countries, and we’re constantly growing. Our industry is HR technology, our objective is to increase employee engagement.

Your Role in our Mission

We need to deliver effective & meaningful employee engagement programmes that drive high usage within a collective portfolio of over 1,000 SMB organisations. Our Client Success Managers deliver a world-class service by partnering closely with their clients to raise awareness of their bespoke employee communication, recognition, reward & benefits package, and by continuously showcasing all of the solutions that Reward Gateway can offer to increase product adoption, create advocacy and ultimately, maximise Client retention.
We know that everyone has different working styles. Our flexible working environment and high trust culture mean we won’t tell you how to do your job. but we will have high expectations of what you will deliver. This role comes with certain responsibilities and core duties that will need to be achieved in order to succeed.

Key Responsibilities

  • Developing strategic partnerships with key stakeholders within a portfolio of approximately 35 SMB Clients by understanding their people and business goals and offering effective solutions that will help them to achieve those goals
  • Building strong client relationships through regular meetings, calls and event attendance, and adding further value by providing credible advice and expertise around our products and their development, case studies, industry knowledge & access to HR thought leadership
  • Planning and implementing employee communication strategies to maximise tangible engagement results
  • Analysing usage data and presenting this in an insightful way that demonstrates the value of the programme and its alignment to their goals. 
  • Identifying opportunities and managing a pipeline of upsell solutions, and collaborating with product specialists where necessary to develop and win those opportunities
  • Building a detailed view of the risks within your portfolio and implementing recovery plans to mitigate those risks in order to renew contracts well in advance of the contract end date 
  • Anticipating and handling client enquiries efficiently and working closely with other departments to resolve issues in a professional and timely manner
  • Ensuring our customer systems (Salesforce and Client Success) are always accurate and up to date
  • Encouraging Client feedback and keeping a high NPS score
  • Travelling to meet clients where required


  • Proven success in a client-facing role within the B2B or B2C space
  • Comfortable with a fast-paced environment, working across multiple projects and clients at any one time
  • Excellent communicator with the ability to build valuable, long-term internal and external relationships 
  • Strong preparation, time-management and organisational skills
  • Confident presenter who can use data to tell a compelling story and influence decision-makers
  • Commercially focused and value-driven
  • A passion for working within HR tech and using it to advance our Mission

The interview process

  • Telephone interview with our recruitment team
  • Video interview with two members of the Client Success Team including a Team Manager
  • Take home assessment
  • Final interview and presentation assessment with the hiring Team Manager and Head of Client Success
Be comfortable. Be you.
At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.
Apply Now


265 Tottenham Court Road

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