Job Description
In May 2023 Reward Gateway was acquired by Edenred. Edenred is a leading digital platform for services and payments for people at work, connecting 52 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’, you’ll be contributing to improving employee engagement and building better, stronger, and more resilient organizations to improve people’s daily lives. Our shared mission guides our actions and charts a sustainable path to a better future.
We have a highly talented team who live up to our shared values, bringing to life “Entrepreneurial Spirit”. We love to “Push the Boundaries”, but importantly show “Respect” in how we go about our work. Our “Speak Up” and “Be Human” culture is at the heart of what it is to work with us, and we encourage everyone to bring innovation and ‘Imagination’ to the work they do. You’ll very quickly feel like one of the team.
Your Role:
You will be responsible for for managing a portfolio of smaller or less complex customer accounts within a Client Success POD. Reporting to a Senior Account Manager, the CAM ensures customers achieve measurable value from our platform by driving adoption, engagement, and ongoing usage.
The CAM- UK focuses on delivering consistent day-to-day support for smaller or less complex accounts- ensuring they achieve business outcomes, maintain strong satisfaction, and have a positive experience throughout their lifecycle.
As a CAM for the UK, you play a crucial role in helping UK customers succeed. You are the trusted day-to-day partner for your accounts, ensuring they understand, adopt, and benefit from our platform. Through proactive engagement, education, problem-solving, and insight sharing, you drive outcomes that strengthen retention and advocacy. You are a key voice of the customer internally and help shape both customer strategy and product evolution.
You will work in collaboration with the Head of Department on operational delivery and renewals. There are 5 tiers split as follows:
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’, you’ll be contributing to improving employee engagement and building better, stronger, and more resilient organizations to improve people’s daily lives. Our shared mission guides our actions and charts a sustainable path to a better future.
We have a highly talented team who live up to our shared values, bringing to life “Entrepreneurial Spirit”. We love to “Push the Boundaries”, but importantly show “Respect” in how we go about our work. Our “Speak Up” and “Be Human” culture is at the heart of what it is to work with us, and we encourage everyone to bring innovation and ‘Imagination’ to the work they do. You’ll very quickly feel like one of the team.
Your Role:
You will be responsible for for managing a portfolio of smaller or less complex customer accounts within a Client Success POD. Reporting to a Senior Account Manager, the CAM ensures customers achieve measurable value from our platform by driving adoption, engagement, and ongoing usage.
The CAM- UK focuses on delivering consistent day-to-day support for smaller or less complex accounts- ensuring they achieve business outcomes, maintain strong satisfaction, and have a positive experience throughout their lifecycle.
As a CAM for the UK, you play a crucial role in helping UK customers succeed. You are the trusted day-to-day partner for your accounts, ensuring they understand, adopt, and benefit from our platform. Through proactive engagement, education, problem-solving, and insight sharing, you drive outcomes that strengthen retention and advocacy. You are a key voice of the customer internally and help shape both customer strategy and product evolution.
You will work in collaboration with the Head of Department on operational delivery and renewals. There are 5 tiers split as follows:
- Highest complexity Strategic Accounts with a value of c.£100k+ in subscription revenue &/or subscription revenue + transactional revenue.
- High commercial impact Enterprise Accounts with a value of c.£50-99k in subscription revenue &/or subscription revenue + transactional revenue.
- Major Accounts with a value of c.£25-49k in subscription revenue &/or subscription revenue + transactional revenue.
- SME Accounts with a value of less than c.£25k in subscription revenue &/or subscription revenue + transactional revenue.
- Public Sector Accounts with a value of c.£99k or less in subscription revenue &/or subscription revenue + transactional revenue.
Key Responsibilities
- Own and manage a portfolio of smaller or less complex customer accounts on the UK market.
- Serve as the primary day-to-day contact for the customers, resolving issues promptly and professionally.
- Build strong working relationships with key customer stakeholders.
- Conduct regular check-ins, usage reviews, and tactical success meetings
- Monitor customer health, adoption, usage and engagement metrics; take action to address gaps
- Develop and execute adoption plans aligned to customer goals
- Provide training, enablement, and best-practice guidance to drive platform utilisation
- Ensure customers achieve measurable outcomes that support renewal and advocacy
- Identify early risks, usage decline, or customer challenges and escalate appropriately
- Analyse data and provide insights that demonstrate platform value
- Gather customer feedback to influence internal teams and identify improvement opportunities
- Identify potential opportunities for expansion based on customer needs and usage
- Collaborate with the department leaders on commercial conversations, renewals and upsell motion
- Shadow strategic discussions to develop commercial capability on the UK Client market (renewals, account strategy, negotiations)
- Support delivery of success plans, customer roadmaps, and POD initiatives
- Maintain accurate and timely client relationship documentation across all customer interactions
- Ensure account plans, meeting notes, actions, and insights are captured and updated
- Follow client frameworks, processes, and playbooks consistently
Skills
- Proven experience in Client Success, Account Management or similar customer-facing roles, ideally in SaaS or technology
- Experience managing multiple accounts from different market segments and delivering high-quality customer service
- Proven ability to drive adoption, engagement, and satisfaction across a customer portfolio
- Strong organisational skills with the ability to manage multiple priorities simultaneously
- Familiarity with client account management systems, reporting tools, and account health monitoring
- Very good computer skills
- Ability to work with numbers and percentages
- Very good time management skills
- Attention to detail
- Ability to efficiently and quickly respond to queries
- Efficient independent and team work
- Passionate about helping customers succeed and achieve tangible outcomes.
- Proficiency in written and spoken English
The Interview Process
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.
We hire BETTER.
From perks to people, our BETTER approach to hiring earns us more trust, happier people and more world-class talent that help us to make the world a better place to work. Find out more about Reward Gateway’s approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
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.
We hire BETTER.
From perks to people, our BETTER approach to hiring earns us more trust, happier people and more world-class talent that help us to make the world a better place to work. Find out more about Reward Gateway’s approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
