Client Success Director, Reward Gateway
SME
£60k
+ OTE Commission of 50%
2 days a week in office
Employee engagement platform
Be an early applicant
Employee engagement platform
501-1000 employees
Be an early applicant
£60k
+ OTE Commission of 50%
2 days a week in office
501-1000 employees
Company mission
To make the world a better place to work; improving employee engagement to build better, stronger and more resilient organisations.
Role
Who you are
- Proven experience in Client Success, Account Management, or customer-facing roles within SaaS or technology
- Demonstrated ownership of renewals, expansions, pricing conversations, and commercial negotiations
- Proven ability to motivate, coach, and develop a high-performing team
- Strong negotiation skills and demonstrated confidence owning commercial outcomes at senior levels
- Proven experience navigating complex customer environments with multiple stakeholders
- Demonstrated ability to diagnose risks, identify gaps, and implement improvements across customer portfolios
- Excellent communication and executive engagement skills, written and verbal
What the job involves
- The Client Success Director (CSD) leads a Client Success POD and is accountable for driving customer value, commercial performance, and team excellence across their assigned portfolio
- The CSD manages Senior Client Success Managers (SCSMs) and Client Success Managers (CSMs), setting strategic direction for the POD and ensuring exceptional delivery across adoption, retention, renewal, and expansion
- Reporting to the Head of Client Success, the CSD owns the commercial strategy for their POD—including renewals, expansion, account planning, risk management, and senior stakeholder engagement—while ensuring CSMs execute consistently against value realisation and adoption plans
- As a CSD, you are responsible for ensuring customers achieve measurable value and long-term outcomes from our platform. You lead commercial engagements, guide CSMs in delivering high-quality customer experiences, and build strategic relationships that reinforce trust and partnership
- Through strong commercial discipline, customer advocacy, and team leadership, you directly drive retention, expansion, and customer health, contributing to the company’s growth and long-term market differentiation
- As CSD you will own the strategy, commercials and leadership within a tiered POD Model
- SME Accounts with a value of less than c.£25k in subscription revenue &/or subscription revenue + transactional revenue
- Reporting To: Head of Client Success: SME
- Commercial Ownership & Strategic Direction
- Own and execute the strategic plan for your POD, including retention, expansion, value realisation, and long-term growth
- Lead all commercial discussions across your portfolio, including renewals, expansions, upsell motions, and contract negotiations
- Maintain accurate forecasting across renewal and expansion pipelines
- Identify and pursue growth opportunities, partnering closely with CSMs to execute account strategies
- Build and maintain senior stakeholder relationships to strengthen long-term partnership success
- Leadership & People Development
- Lead, coach, and develop Senior CSMs and CSMs within your POD
- Provide day-to-day guidance on customer strategy, planning, risk assessment, and commercial execution
- Build capability within the POD by enabling CSMs to learn commercial skills (e.g., negotiations, senior stakeholder management, account planning)
- Foster a culture of ownership, accountability, and customer-centricity across the POD
- Operational Excellence & Customer Outcomes
- Ensure consistent execution of adoption, onboarding, value realisation, QBRs, and customer engagement motions across the POD
- Oversee the development of high-quality success plans, strategic account reviews, and customer roadmaps
- Monitor customer health, identify risk early, and intervene proactively to protect revenue
- Champion customer feedback internally and partner cross-functionally to resolve issues and improve customer experience
- Maintain high standards of CRM hygiene, documentation, forecasting accuracy, and process compliance
- Collaborate with your Head of Customer Success to align POD priorities, resources, and performance expectations
- Data-Driven Insight & Continuous Improvement
- Use data and insights to inform priorities, identify risks, highlight opportunities, and improve POD performance
- Analyse customer behaviour, adoption trends, and engagement metrics to guide customer strategies
- Contribute to the enhancement of processes, playbooks, and best practices to improve efficiency and customer outcomes
Application process
- Application Deadline: May 28, 2026
- Screening call with a member of the Talent Acquisition Team
- First stage interview with Head of Client Success: SME and Client Success Director: SME
- Take-home assessment
- Final interview with Head of Client Success
Salary benchmarks
Our take
Reward Gateway was founded in 2006 as an employee engagement company. With reports suggesting that despite the majority of CEOs recognising that employee engagement is vital to their success, very few say they have a highly engaged company. Reward Gateway set out to bridge this so-called "engagement gap".
By engaging employees, Reward Gateway promises companies increased productivity, communication, and employee satisfaction - helping them to retain their most valued employees. It sets itself apart from traditional HR solutions by bringing employee benefits, discounts, perks, rewards, recognition, wellbeing and feedback into a single unified hub.
The company has acquired Xexec, MoveSpring and Fond, all providers of employee wellbeing and rewards software, to further bolster its offering and capabilities. In 2023, it was itself acquired by Edenred, a worldwide leader in employee benefits, presenting Reward Gateway with the chance to expand into new regions while the two companies enhance their already comprehensive range of solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2015
$161.4m
GROWTH EQUITY VC
Dec 2010
$34.3m
GROWTH EQUITY VC
Total funding: $195.7m
Company benefits
- Life assurance
- Pension/401K
- Debt support programme & salary advances
- Bonus for referring a friend who we hire and have completed 3 months’ service
- Employee Share Plan
- Discounts to share with friends and family
- Family support - Baby Bonus, caregiver support, domestic violence protection programme, parent support loan, miscarriage and baby loss support, wedding bonus and up to 3 months paid leave to take care of your family
- Gender neutral parental leave for primary and secondary carers
- Up to 6 months unpaid leave after five years’ service
- Volunteer days plus a day of leave to Speak Up and be the change you want to see in the world
- Unlimited time off to give blood
- Trans & gender affirmation support
- Unlimited free books for your professional development and one fiction book per month to help you unwind
- Employee assistance programme
- Health benefits such as free eye tests, free flu jab, freedom from addiction, menopause support, stop smoking assistance programme and health cash plan
- Personal wellbeing allowance, personal wellbeing coach, run club, spa and gym discounts, plus cycle to work scheme
- Work from home bundles
- Flexible working
- Bring your dog to work, drinks and breakfast
Company HQ
Soho, London, UK
Leadership
Nick Burns
(AUKUS Zone Director)Advisory Board Member at Hybrid Legal and at Engage Works. Formerly CEO of Gallagher Benefit Services (UK).
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