UK, London based



Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forward, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, now Navan, and together we are setting the agenda for the future of business travel.


Prioritising customer needs and goals and having a client first approach is essential for client retention. The Senior Client Success Manager, and the relationship you build with your client portfolio, is a key component to Reed & Mackay achieving our overall Objective Key Results (OKR’s). The ultimate purpose of the role is to maintain an exceptionally high level of client retention, to create and deliver word-class client engagement and to identify opportunities for commercial growth and client benefit.


Working within an award winning, and long-established team, The Senior Client Success Manager is a trusted advisor to their client portfolio working closely and pro-actively to understand their programme needs and strategic objectives, as well as driving further opportunities, and acting as the ‘voice of the customer’ to internal stakeholders, to ultimately guide and advise the clients’ up the curve to an ‘integrated status’, creating long term partnerships as opposed to short term fixes.
The successful candidate will have the naturally ability to develop and maintain multi-level client relationships through a portfolio of large enterprise clients with an individual TTV value of >£2.5M. You will be able to identify opportunities through inquisitive questioning and through gaining a deep understanding of our offering. You will also be confident to sell the client appropriate services and solutions which not only help the client deliver against their corporate goals but ultimately makes them more ‘sticky’ with Reed & Mackay


  • Maintain high client retention rates with larger portfolio clients and identify opportunities to develop and grow the relationship
  • To achieve personal Key Performance Indicators, both those relating performance and reward
  • Develop and execute a strategic Client Journey Plan detailing client objective, strategic goals with measurable targets
  • Deliver client compliance and growth
  • Manage and administer commercial models according to clients’ needs that meet R&M’s OKR’s, demonstrating a clear understanding of commercial pricing models
  • Develop client focused solutions that respond to the clients’ changing needs
  • Introduce solution innovation to improve end to end processes and drive ‘stickiness’ to R&M services and solutions
  • Provide formal strategic reviews of the programme performance, which on occasion will be in support of a Client Success Manager
  • Drive a common service delivery to the client in accordance with agreed service Level Agreement and the Client Journey Plan
  • Be involved with new accounts at the infancy stage to ensure an in-depth knowledge of their requirements
  • Drive contract renewal and ultimately client retention
  • Develop as a thought leader


You will be an expert communicator with a proven track record in building and retaining customer relationships, ideally within a Client Success / Account Management environment – skills essential to this role include, but are not limited to:

  • Strong communication and written skills, with a curiosity to provoke thought
  • The ability to develop a growth opportunity but an exceptionally strong listener
  • Ability to interact with ease and confidence with clients and internal stakeholders, particularly at C-suite level and essentially in relation to the ‘voice of the customer’
  • Enthusiastic and keen to use initiative
  • The willingness to support Client Success Managers
  • High degree of understanding of what service excellence looks like and how to achieve it
  • The ability to prioritise and multi-task
  • Able to display an understanding of key compliance and risk principles, as well as a pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business aware manner
  • Empathetic and client centric focus
  • Process discipline and attention to detail