Head of Client Success

Head of Client Success 

Annual Salary: £55,000 pa + Benefits 

(Mon-Fri 9.00am – 5.00pm)

Howarths is an award-winning 2nd generation family run business with an exciting opportunity for a dynamic and strategic Head of Client Success to join the team.

We are a team of specialist Employment Law, HR and Health and Safety advisors that work with over 600 client companies throughout England, on a fixed fee annual contract basis. We love what we do and we genuinely want to add value to our SME client base.

The ideal candidate will focus on ensuring we deliver an exceptional client experience, maximising retention, and driving revenue growth through upselling, cross-selling as well as taking the lead on converting new business opportunities that come into the business through client referrals. This role forms a key part of our Senior Leadership Team (SLT) and plays a critical role in shaping the future of our client relationships and business growth strategy.

We are an ambitious company with a brilliant track record of year-on-year growth, profitability and development. We place significance on values such as graft, together, heart and grit. These core principles run right through our business and as a result, in all our dealings with clients. Our vision is to grow year on year, however we want to do this in the right way, maintaining our values and adding stability to the business. Building a great reputation is paramount and something that has been key to our business strategy from day one. We have been in business 21 years and our success is built on hard work, collaboration, and a passion for excellence.

As an employer we value the benefits of a good work life balance and promote a positive working environment. We genuinely care about each member of our team and their contribution to the business and our clients.

Equally, we have made a commitment to our community and set-up our own charity The Howarth Foundation, supporting people who have been homeless or are at the risk of becoming homeless in Leeds and Kirklees, to take the next step back into employment. Up to 10% of our profits are donated to the charity each year.

THE ROLE

• Lead, mentor and grow a high performing client success team, aligned with our values.
• As part of the SLT you will contribute to the overall strategic objectives for the business, providing insights and data on client behaviour, retention, and growth opportunities.
• Collaborate with the board of directors to set and achieve key performance indicators (KPIs) related to client success, retention and revenue growth.
• Take the lead on converting inbound leads and referrals, winning new clients and generating additional revenue.
• Oversee the efficient and effective onboarding of new clients, ensuring a positive first impression.
• Develop and implement strategies to retain clients for the long term, ensuring consistent renewal of annual contracts.
• Identify opportunities to increase the value of existing client contracts by upselling / cross selling additional services that meet their needs.
• Work collaboratively with the Head of Marketing and wider team to design packages that encourage growth within existing accounts.
• Champion client satisfaction and work collaboratively with Head of Operations, and department managers to ensure Howarths consistently deliver a standout experience.
• Actively monitor and respond to client feedback to continuously improve service delivery and added value.
• Develop and nurture client relationships to build a ‘salesforce’, leading to high-quality client referrals.

Key Performance Indicators (KPIs)

• Client retention rate (%).
• Annual revenue growth from existing clients.
• Rate of successful client referrals.
• Annual revenue growth from new client wins.
• Team satisfaction and development milestones.
• Client satisfaction scores

THE CANDIDATE

The successful candidate for the position of Head of Client Success will possess the following qualifications, experience and qualities:

Qualification and Experience:

• Experience: Proven track record in a senior client success, account management, or a similar role within B2B, ideally professional services.
• Leadership: Strong leadership skills with experience managing and developing small teams.
• Client-Centric Mindset: Deep understanding of client needs and how to align services to meet them.
• Strategic Thinking: Ability to develop and execute strategies that align with company goals for growth and retention.
• Relationship Management: Exceptional communication and interpersonal skills for building trust and rapport with clients.
• Commercial Acumen: A results-driven approach with a focus on increasing revenue through upselling and cross-selling.
• Values Alignment: Embodies our values of graft, together, heart, and grit.

Personal qualities:

• Graft: Ownership, flexibility, dedicated and pragmatic.
• Together: Communication, respect, collaboration and compassion.
• Heart: Understanding, empathy, joy, and integrity.
• Grit: Resilience, courage, enthusiasm and proactive.

PAY & BENEFITS

• Annual Salary: £55,000 (Mon-Fri 9.00am – 5.00pm)
• Holidays:  25 days + bank hols (Additional Holidays for length of service).
• Pension Scheme: Salary sacrifice pension scheme 5% employee and 5%   employer contribution
• Death in Service: 3x annual salary
• EAP : Help@Hand

HOW TO APPLY

If you’re ready to lead a client success team that turns exceptional service into long-term partnerships, we’d love to hear from you! Please submit your updated CV. 

INDHS