Customer Success Manager - Hybrid Working

An entrepreneurial Marketing Agency with an established global presence are seeking a talented Customer Success Manager with a passion for building meaningful relationships with customers who make a real difference to peoples lives.

As this company continues to go from strength to strength, this is an exciting opportunity to be a part of a dynamic team in a role where your passion to help others is recognised and celebrated.

• Flexible hybrid working.
• 1:1 Mentorship by a business thought leader.
• Occasional travel for quarterly business meetings and industry events & conferences (international).
• Unlimited access to multiple recognised Digital Marketing Certifications.
• Monthly company social events (based in London, UK).
• Office strength training gym.
• Pension Plan with Company Match.

As the Customer Success Manager, you will engage directly with our clients, ensuring they receive maximum value from our advice and services while honing your skills in a supportive environment.

Your role is to be the trusted guide for our clients, ensuring they achieve their growth objectives while driving client satisfaction, retention, and expansion.

Client Relationship and Growth:

• Build strong, trusting relationships with clients from the Kick-Start meetings onward, ensuring they stay engaged and see the full value of our services.
• Proactively identify and drive upsell and cross-sell opportunities, contributing to monthly positive revenue growth.
• Drive client referrals to meet set referral targets, ensuring clients become advocates for our services.
• Support product subscription clients in staying with us for at least one year, and help advisory clients ascend into long-term advisory relationships.

Project and Outcome Management:

• Oversee project timelines, ensuring client outcomes are met in collaboration with the product team while driving key milestones and deadlines.
• Guide clients through strategic changes, growth initiatives, and scaling their businesses, while leaning on and channelling advice from Scalable Growth Advisors.
• Help clients manage and execute change management strategies effectively to achieve their goals.

Communication and Reporting:

• Coach clients to enter their metrics into scorecards and provide insights into these metrics, ensuring clients understand their performance and receive actionable feedback.
• Reinforce accountability by motivating clients to stay on track with their commitments, offering praise and driving momentum for positive results.
• Act as clients' main point of contact, ensuring any challenges are addressed quickly and maintaining consistent and productive communication throughout their journey.

Client Retention and Success:

• Ensure high NPS (Net Promoter Score), TTV (Time to Value), customer satisfaction, and revenue retention by delivering exceptional client experiences.
• Work with the finance team to inform them of billing needs, contract renewals, and non-renewals, ensuring smooth financial operations without directly managing invoicing.

Collaboration and Teamwork:

• Coordinate with the product team to ensure clients receive the right solutions at the right time, driving client success without direct involvement in project execution.
• Support clients' transition into long-term advisory relationships, ensuring a smooth handoff between internal teams when necessary.

Who You Are

• You have at least 2+ years of hands-on digital marketing experience, especially in B2B, professional services, or consulting industries.

• Experience with Google Workspace, Teamwork, High Level, and Slack or can adapt quickly from similar tech stacks. You understand how to leverage these tools to drive efficiency and communicate with clients effectively.

• You possess the leadership and coaching skills to guide clients toward success. You motivate clients to follow through on their commitments, helping them grow their businesses by implementing proven strategies. Leadership is second nature to you, and you understand the impact of your guidance on long-term relationships.

If you are seeking a rewarding role in a highly collaborative team and a company with fantastic values where you have a direct route for development and progression, please apply now.