Description
Is this you?
- A proven Customer Success Manager or Client Services lead with experience in managing enterprise-level loyalty and engagement programmes.
- Experienced marketeer, ideally with marketing agency experience on the Account Management side.
- Digital marketing skills, idealy with hands on loyalty programme management experience.
- A strategic, commercially-minded professional who understands how to deliver value and results for clients.
- An excellent communicator with experience leading QBRs, client reviews, and stakeholder management at senior levels.
- Passionate about building strong relationships, delivering successful programmes, and being a trusted partner to clients.
- A collaborative team player who thrives in a fast-paced, high-growth environment, and is ready to help scale the function,
What’s in it for you?
- A key role in a rapidly scaling SaaS company that works with global brands like Skyscanner, HelloFresh, Lebara, JD Sports, and more.
- The opportunity to own relationships with enterprise clients and deliver high-impact loyalty programmes.
- A flexible remote-first role, with a team workspace available in Manchester.
- Career progression as part of a growing customer success and partnerships function.
- Profit share, share options, and great benefits including a rewards platform and health cash plan.
About Propello Cloud
Propello Cloud is a leading SaaS loyalty and rewards platform, helping brands drive acquisition, retention and engagement through bespoke white-label reward programmes. We power solutions for major clients across retail, travel, telco, energy, and financial services, delivering measurable outcomes with an agile and client-first approach.We’re on a mission to make loyalty smarter and more rewarding — for both businesses and customers.
Requirements
About the Role
As Senior Customer Success Manager, you will be responsible for leading the successful delivery and performance of loyalty and affiliate programmes for a portfolio of enterprise clients. You’ll work closely with our Head of Customer Success, our partnerships team, and the wider product and delivery teams to ensure that every programme delivers value, impact, and commercial growth.You’ll play a key role in building long-term relationships, running QBRs, managing ongoing programme improvements, and supporting the growth of our client base.
Key Responsibilities
Client & Programme Delivery
- Manage a portfolio of enterprise clients, acting as their primary point of contact and strategic advisor.
- Oversee the ongoing delivery and optimisation of loyalty and rewards programmes.
- Lead regular performance reviews and QBRs, using data insights to inform recommendations.
- Coordinate with internal teams (marketing, partnerships, product, and tech) to ensure smooth delivery and client satisfaction.
Affiliate & Merchant Engagement
- Collaborate with the partnerships team to source, onboard and manage affiliate merchant offers that align with client goals.
- Help ensure that offers are relevant, high-performing, and brand-aligned, contributing to programme engagement and ROI.
Commercial Growth & Retention
- Identify opportunities to grow client accounts through upselling, renewals, or added services.
- Ensure programme performance is linked to client KPIs and helps drive measurable business outcomes.
Internal Leadership
- Support the Head of Customer Success in driving best practice across the team.
- Help mentor junior CSMs and contribute to internal process improvement and knowledge sharing.
The Ideal Candidate Will Have…
- 5+ years’ experience in a Customer Success, Markeyting Agency Account Management, or Client Delivery role within MartechSaaS, loyalty tech, or marketing services.
- Experience working with affiliate partnerships or managing loyalty content/offers.
- Strong understanding of customer loyalty, engagement, and lifecycle marketing.
- Excellent client-facing skills and a track record of building relationships at a senior level.
- A data-led mindset — confident using dashboards, analytics and insights to guide performance.
- Experience delivering QBRs, running workshops, and managing performance improvements.
- Commercially aware — able to spot upsell opportunities and guide clients to long-term success.
- Highly organised and detail-oriented, with the ability to manage multiple complex programmes.
- A confident presenter, able to communicate clearly to both internal and external stakeholders.
Benefits
The Package
- Competitive base salary + bonus
- Profit share and equity options
- Remote-first working policy
- Optional Manchester workspace
- Pension scheme
- Health cash plan
- Access to Propello rewards programme
- Generous holiday allowance
- Ongoing learning & development opportunities
How to Apply
If you’re excited about the prospect of joining a fast paced business development team in a fast-growing SaaS company, we’d love to hear from you.📧 Send your CV and cover letter to charlottefallon@propellocloud.com
