Client Success Manager

We are partnering with an ambitious, fast-growing software agency to source an experienced Client Success Manager who will own and elevate the entire client journey.

This is not a typical account management role. You will be at the heart of the business, guiding clients from onboarding through to long-term partnership, ensuring every interaction is seamless, valuable, and genuinely exceptional.

If you thrive on building relationships, simplifying complexity, and delivering standout client experiences, this is your chance to make a real impact.

The Role

You will take full ownership of client relationships across their lifecycle, bringing clarity, confidence, and consistency at every stage.

From first onboarding through to project delivery and ongoing support, you will act as the trusted partner, ensuring clients feel informed, supported, and excited about the solutions being delivered.

Key Responsibilities

Client Relationships

-Be the go-to contact for key clients.

-Build strong, lasting stakeholder relationships.

-Deliver a standout, high-touch client experience.

Onboarding Excellence

-Lead structured, engaging onboarding processes.

-Set clear expectations and ways of working.

-Ensure a smooth and professional start to every project.

Project Support

-Bridge the gap between clients and technical teams.

-Keep communication clear, proactive, and transparent.

-Manage expectations on timelines, scope, and delivery.

Ongoing Success

-Maintain regular contact post-delivery.

-Support clients in maximising system value.

-Spot opportunities for growth and improvement.

Continuous Improvement

-Identify ways to enhance the client journey.

-Feed insights back to internal teams.

-Help shape best-in-class client success processes.

Feedback & Advocacy

-Gather client feedback and NPS insights.

-Capture testimonials and case studies.

-Champion the voice of the customer internally.

About You

-Proven experience in client success, account management, or client services.

-Exceptional communication and relationship-building skills with an empathetically assertive approach.

-Highly organised, proactive, and solutions-focused.

-Comfortable working alongside technical teams or within a software environment.

-Able to translate complex ideas into clear business value.

-Passionate about delivering outstanding client experiences.

What Success Looks Like

-High client satisfaction (NPS)

-Strong client retention and long-term partnerships

-Smooth onboarding and delivery experiences

-Continuous improvement of the client journey

-Consistent, high-quality communication

Why Apply?

• A starting salary of 30,000 to 35,000 per annum on a full-time (37.5 hours per week) permanent contract.
• Hybrid and flexible working (min. 2 days in Head Office). Usual office hours are 9am until 5pm Monday-Friday but this can be flexible. Full home-working IT system is provided.
• Free onsite parking and regular onsite buses, the office is also close to Telford Central Train Station.
• Disabled access and facilities.
• Onsite caf and other amenities. Free refreshments within the office.
• Regular team events and socials.
• Long service incentives.
• Excellent training and development opportunities.
• Be part of a growing, forward-thinking tech business.
• Work with a mix of innovative SMEs and international clients.
• Shape a role with real influence and visibility.
• Join a company that values both technology and human connection .
• Please note there is regularly a dog in the office.

Interested?

If you are looking for a role where you can truly own client relationships and make a visible impact, we would love to hear from you.

Send your CV along with a short covering letter on why this role excites you and feel free to showcase your personality however you like.