CLIENT SUCCESS MANAGER
As the operational heartbeat of each client Squad, you'll coordinate communication, meetings, project delivery, and internal collaboration to ensure clients always feel informed, supported, and confident.
You'll work closely with our Ecommerce Directors, Strategy Director, Specialists, and Growth Coordinators to keep projects on track and ensure nothing falls through the cracks.
This is not a strategic or technical delivery role. Instead, you'll own the operational excellence that enables our teams to deliver outstanding results and ensures our clients never have to chase for updates.
WHAT YOU WILL DO
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Build and maintain strong day-to-day relationships with clients, acting as their primary point of contact.
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Ensure clients always understand what is happening, why it matters, who is responsible, and when work will be delivered.
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Deliver an outstanding client experience through proactive communication, responsiveness, professionalism, and attention to detail.
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Coordinate the operational rhythm across client accounts, including weekly updates, meeting scheduling, agendas, action logs, follow-ups, and project tracking.
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Prepare and facilitate productive client meetings, ensuring all participants are aligned before and after every meeting.
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Coordinate work across internal teams, gathering specialist input and ensuring deliverables are completed on time.
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Monitor project progress, identify blockers, and proactively request additional resources where required.
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Track retained deliverables, additional client requests, project work, and out-of-scope activity, escalating commercial discussions when appropriate.
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Monitor client health by reviewing engagement, sentiment, responsiveness, meeting attendance, delivery confidence, and potential commercial risks.
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Escalate operational issues promptly to the appropriate stakeholders before they become client concerns.
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Support continuous improvement by providing operational feedback and identifying opportunities to enhance client delivery.
WHAT YOU WILL NEED
Skills & Competencies
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Previous experience in Client Success, Account Management, Customer Success, Project Coordination, or a similar client-facing role.
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Exceptional organisational and time management skills with the ability to manage multiple client accounts simultaneously.
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Excellent written and verbal communication skills with a confident and professional approach.
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Strong relationship-building skills with a genuine passion for delivering exceptional client experiences.
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Ability to coordinate multiple stakeholders and keep projects moving without direct authority.
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Highly proactive, with the ability to identify risks and solve problems before they escalate.
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Comfortable working in a remote environment while managing competing priorities.
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Experience using project management platforms such as ClickUp, Asana, Monday.com, or similar is desirable.
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Experience working within ecommerce, digital marketing, or agency environments is advantageous but not essential.
Success in This Role
You will be successful if you:
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Client retention and satisfaction
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Net Revenue Retention (NRR)
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On-time delivery of client work
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Completion of meeting actions and follow-ups
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Meeting quality and preparation
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Scope compliance
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Delivery SLA adherence
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Documentation quality and ClickUp hygiene
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Proactive identification of delivery risks and resource requirements
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Overall Squad health and operational excellence
WHAT YOU WILL GET
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Competitive salary, based on experience.
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30 days holiday—plus bank holidays..
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Up to 5% employer pension contribution.
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Support for your side hustles—we encourage ambition.
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Work from anywhere (realistic conditions apply).
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Access to perks, discounts, and regular social events.
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Personal Development Fund to keep you sharp and evolving.
HOW TO APPLY
Feel you are the right fit? Send your CV and cover letter to us at:
Please outline the position you are applying for in the subject line. We look forward to your next steps!
