Client Services Director

Location: Hybrid / Reading

Role purpose

Management of the entire account management function within Dynamic Planner including ownership of strategy, team, delivering strong ARR growth and a reduction in churn

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Key responsibilities

To lead the growth of client relationships across Dynamic Planner by driving value across accounts and value-based selling

Own, develop and execute on the relationship management strategy across Dynamic Planner

Lead, train and mentor 4 direct reports maintaining the culture of a fast paced, high growth B2B2C SaaS, FinTech organisation, working alongside Operations on CRM to ensure maximum efficiency across the team. Implement an always on training programme for your team which is 12-strong

Take ownership of all aspects of the relationship management function, from Tiers 1 – 4, including successful onboarding, training, adoption, utilisation and value the client receives from Dynamic Planner so that the full contracted commercial value is delivered and maximised to the fullest potential

Represent the voice of the customer as part of the Executive Management Team, contributing to the strategy of business alongside peers representing all other functional areas. Providing key metrics and insights to inform strategy, client management and product decisions

Define the success criteria and work closely with the Implementation Managers and internal team to ensure all contractual requirements are delivered with high client engagement. Identify opportunities where extra client projects will deliver professional services revenue

Design and execute a complete training and adoption plan for each of the Tiers from Enterprise to sole traders, monitor the success, and report back to the business maximising the efficiency of the people resource within the department

Ensure that all client invoices are billed in accordance with contract and paid on time so that cash and ARR is maximised

Review and track BI/MI on usage to identify trends, demonstrate value, improve adoption and reduce churn

Identify opportunities for new products and services and open the door for new sales contracts

Ensure the maintenance of regular account reviews for the relevant Tiers, attend steering meetings and input into the product development roadmap to ensure client requirements are delivered in line with agreed timelines

Work closely with Product team colleagues to understand product pipeline and prepare client adoption and roll out plans

Work closely with Sales team colleagues to drive up-sell in existing accounts

Key Deliverables

  • ARR growth
  • An increase in brand advocates
  • A world-class relationship management team delivering full account plans at scale
  • Timely reporting to the wider businesses on KPIs and challenges
  • To support the go to market teams (sales, marketing) on their deliverables and the CRO on strategic direction of the company


  • ARR increase from accounts managed
  • Churn rate reduction
  • Customer satisfaction
  • Team satisfaction

Key Stakeholders

  • CRO
  • Marketing Director
  • Enterprise Development Director
  • Head of SME Sales
  • Relationship Management teams Tiers 1, 2, 3 and
  • Finance and Legal


  • Proven track record of leading relationship management teams within a SaaS B2B organisation in a period of rapid growth. Ideally Enterprise FinTech
  • Experience and ability to drive and support in 6 and 7 figure licence contracts focusing on delivering client value within a b2b SaaS organisation. Experience of successfully implementing value based upselling methodology in major accounts and across your teams
  • Highly professional consulting-led skills to C-Level executives and at multiple levels within an organisation, building consensus to the ongoing relationship to support sales & account engagement.
  • Deep understanding of technology solutions in relationship management and the value it brings in maximising resource in a fast growing organisation. Ideally with Enterprise FinTech
  • Excellent presentational skills to clients and larger audiences at seminars and conferences.
  • Excellent written skills – the experience and ability to write clear and compelling responses to Executive level requests
  • Ability to build a consensus internally around multi-faceted change requests from large clients including; technology, product, investment services, project management, finance and legal
  • Ability to negotiate contracts with legal support, where required for existing clients
  • Experience of providing coaching and mentoring to others working for you to enhance their skills and effectiveness. Bringing clear methodology to account management and development
  • Ideally experience in related Financial Services business domain
  • Knowledge and understanding of financial planning tools, front office and back office systems a plus but not essential
  • Information gathering, communication skills (written
    and oral) decisiveness, leadership, empathy

Education & Qualifications

  • Scaling SaaS B2B account management experience essential
  • Dealing with Enterprise FinTech
  • Experience of Wealth Management/Financial Planning gained through involvement in an associated business (Adviser, Business/service manager, relationship manager) a plus but not essential
  • Diploma in Financial Services or equivalent industry qualifications a bonus
  • A working knowledge of regulatory matters that impact wealth management, advice firms and Dynamic Planner solutions a bonus
I love coming into work every day at Dynamic Planner. I feel valued as an individual and enjoy great relationships with really talented people right across the organisation.
Glenn Bryant
Content and Communications Executive
I never feel like a number on a spreadsheet. And I love being able to work flexibly. I start my day at 8am. I’m a morning person. That really suits me.
Claire Bull
Product Owner

Life at Dynamic Planner