Client Success Manager

About the Role
  
We are partnering with a growing, technology-driven business looking to hire a Client Success Manager to support its UK customer base and play a key role in driving client satisfaction, retention and account growth.
The role combines direct ownership of a portfolio of smaller business accounts with the opportunity to work alongside an established Key Account Management team, gaining valuable exposure to larger, more complex client relationships.
You will be responsible for managing the end-to-end customer journey for your assigned accounts, ensuring seamless onboarding, maintaining strong relationships and identifying opportunities to improve retention and account performance. Alongside this, you will act as a central point of contact for client enquiries, coordinating with internal teams to deliver a consistently high standard of service.
  
Key Responsibilities

• Take ownership of a portfolio of small and medium-sized business accounts, managing the full customer lifecycle from onboarding through to ongoing relationship management, retention and growth.
• Act as the first point of contact for client enquiries across the UK customer base, ensuring timely, professional and effective communication.
• Manage a high volume of inbound client communications, engaging with a range of stakeholders including business owners, tenants and on-site managers.
• Coordinate the onboarding of new clients, ensuring a smooth transition through account setup, platform access, training, initial invoicing and reporting.
• Build and maintain positive relationships with assigned customers, proactively addressing concerns and identifying opportunities to strengthen engagement.
• Support the Key Account Management team with day-to-day client communications, administrative coordination and account-related activities.
• Gain exposure to larger, more complex customer relationships by assisting with the management and servicing of strategic accounts.
• Collaborate closely with internal Operations, Technology and Product teams to resolve client issues and ensure a seamless customer experience.
• Log, prioritise and track client requests through internal ticketing systems, taking ownership of customer communication through to resolution.
• Monitor account health, identifying potential risks to customer satisfaction, retention or revenue, and escalating concerns where appropriate.
• Contribute to customer retention and account growth initiatives, helping to maximise the long-term value of assigned relationships.
• Maintain accurate customer records, account updates and activity tracking within CRM systems.
• Monitor and contribute to key performance indicators, including onboarding efficiency, response and resolution times, net revenue retention and customer churn.

Requirements

• Previous experience in client success, customer relationship management, account management or a commercially focused customer-facing role, ideally within a B2B environment.
• Strong interest in developing a long-term career in account management, with the ambition to progress into a Key Account Manager position.
• Confidence managing client relationships independently, taking ownership of customer needs and ensuring a consistently high level of service.
• Excellent written and verbal communication skills, with the ability to respond clearly, professionally and efficiently to a high volume of enquiries.
• Strong organisational and time management skills, with the ability to balance individual account responsibilities alongside wider team priorities.
• A proactive, solutions-oriented approach to problem-solving, with the ability to coordinate internal stakeholders and drive issues through to resolution.
• Commercial awareness and an understanding of the importance of customer retention, account growth and long-term relationship development.
• Experience supporting customer onboarding processes, account administration or ongoing client engagement would be advantageous.
• Comfortable working with CRM platforms such as Salesforce and customer support or ticketing systems.
• Ability to identify early signs of customer dissatisfaction or churn risk and take appropriate action.
• Strong attention to detail, particularly when managing customer communications, account information and operational processes.
• Collaborative mindset, with the ability to work effectively alongside senior account managers and cross-functional teams.
• Adaptable, self-motivated and comfortable working in a fast-paced environment with competing priorities.
• Fluent in English, with excellent written and spoken communication skills.