Strategic Client Success Manager
Osprey Flight Solutions · Full-time · UK based, remote · Reports to the Head of Client Success
About the role
Osprey is a UK-based SaaS business backed by a leading US private equity investor, providing market-leading risk intelligence to organisations operating in some of the world’s most complex and safety-critical environments. Our customers span aviation, insurance, and government and defence. Our North Star: to become the trusted decision platform for organisations where lives, assets and operations depend on getting it right.
As Strategic Client Success Manager, you’ll own Osprey’s relationships with a focused portfolio of our largest, most complex and highest-value clients: airlines, operators, regulators, government bodies and other enterprise organisations, often with multiple products, business units, geographies and formal procurement processes. Your job is to protect and grow these accounts by tying Osprey’s intelligence to each client’s long-term objectives, and by building the executive relationships that make us indispensable to their operations.
Alongside your accounts, you’ll lead a Client Success programme that raises the standard across the team, and act as a role model and mentor to colleagues. This role has no line management responsibility.
What you’ll be doing
- Own retention, growth and long-term health for your strategic accounts, with a multi-year plan for each one that’s reviewed regularly with the client and the internal account team.
- Build executive sponsorship and trusted-adviser relationships with senior decision-makers, while multithreading across operational, security, risk, procurement and leadership stakeholders so no account depends on a single contact.
- Run Success Plans that turn client objectives into measurable business impact, and lead Executive Business Reviews and QBRs that demonstrate that value.
- Own renewal, retention and net revenue retention for your portfolio, with accurate forecasts of renewals and expansion.
- Lead complex renewals, RFPs and tenders, bringing Sales, Product, Analysts and other teams together, and negotiate at a senior level.
- Work with Sales to find and progress cross-sell and upsell across business units, geographies and our evolving product suite.
- Use usage, health and sentiment data to spot risks and opportunities early, and run mitigation plans for at-risk accounts.
- Oversee onboarding and adoption when new products, business units or geographies are added to your accounts.
- Be the voice of your clients internally: feed prioritised input into product discussions, involve clients in scoping and testing new capabilities, and build advocacy through references, case studies and industry events.
- Lead at least one Client Success programme from design through to adoption, such as how we run Executive Business Reviews, embed the REACH framework or evidence the value we deliver. Mentor CSMs and Senior CSMs on account strategy, executive engagement and commercial conversations.
- Keep account plans, stakeholder maps, call notes and forecasts current in Planhat and Salesforce.
- Represent Osprey at client sites, industry events and in-person sessions in London and internationally.
What you’ll bring
- Substantial customer success, account management or similar client-facing experience in B2B SaaS or an intelligence-driven environment, including ownership of strategic or enterprise accounts.
- A track record of owning renewals and expansion for high-value, multi-stakeholder accounts, and of meeting or exceeding retention and revenue targets.
- Experience building executive sponsorship and presenting credibly to senior leaders.
- Experience leading complex renewals, RFPs or tenders, ideally with procurement-led, government or regulatory organisations.
- Strong strategic account planning over a multi-year horizon, with the commercial acumen and negotiation skills to match.
- The ability to turn complex products and intelligence into clear business value for executive audiences, and to orchestrate across Sales, Product, Partnerships and Technical teams to get things done.
- Experience leading an initiative that improved team processes or outcomes, and coaching or mentoring colleagues.
- Confident use of data and Customer Success and CRM platforms (such as Planhat and Salesforce) to manage account health and forecasting.
- Willingness to travel regularly, including to London and international client sites.
Even better if you have
- Familiarity with a structured sales or account management methodology such as MEDDICC or Challenger.
- Knowledge of aviation, travel risk, security or insurance.
How you’ll work
You bring a high-performance mindset: you raise the bar, turn action into traction, and keep moving with urgency and a focus on concrete outcomes, even when priorities compete. You’re a strong problem-solver with consultative instincts, comfortable working independently, and you win as a team.
Our values: empathy and consideration, transparency and honesty, responsibility and accountability, humility and respect. One team, one purpose, we lift as we climb.
A summary of what’s on offer
- Holiday: 25 days’ paid annual leave plus bank holidays.
- Pension: Osprey matches your contribution at 4% of gross basic salary (on top of your own 4%) via the Smart Pension scheme, with an optional salary sacrifice arrangement that saves on National Insurance for both sides.
- Private healthcare: Comprehensive AXA cover from the end of probation, including inpatient/day-patient treatment, cancer cover, a 24/7 virtual GP, a health support line, and cashback on dental (up to £400/year) and optical (up to £200/year) costs.
- Life insurance: A tax-free lump sum of up to 4x basic salary from the end of probation, with an employee assistance programme, virtual GP access and will-writing support.
- Financial wellbeing: Free access to Lifetime, a financial coaching app with a personal wellbeing coach, an annual financial plan and educational tools, plus optional access to a regulated financial advisor.
- Family-friendly policies: Maternity, paternity/secondary carer, adoption and shared parental leave, fertility and IVF support, flexible working, and carer’s/emergency leave.
- Other perks: Cycle to Work scheme, an eyecare contribution through the AXA plan, professional membership and subscription fees paid where relevant to the role, and a £1,500 referral bonus once the person you refer completes probation.