Client Success Manager

Five agencies join this consultancy every month, and the next stage is turning those short-term engagements into long-term clients. You’ll own that entire journey: onboarding, client calls, retention, expansion, and a Slack community of 80–100 past clients. Right now, it’s scattered across the team and mostly handled by the CEO. You’ll bring it together and build the client success function from the ground up. Do that well, and you’ll have the opportunity to build and lead the entire department as the business grows. This is a full-time, remote role on UK hours. WHAT'S IN IT FOR YOUA growth path to Head of Client Success, with a team reporting to you.Direct line to the CEO. No layers between you and the person making decisions.You build the systems, not inherit them. No client health tracker exists yet. You design it.A seat in shaping the product. The twelve-month backend programme is unbuilt. You help design it.A real cut of the upside. Hit targets like lifetime value and upsells, and there's profit share in it for you, not a token bonus. WHAT YOU'RE GETTING INTOOwn the client journey end to end, from verbal yes through onboarding, delivery, renewal and referral.Take over day-to-day client communication from the CEO, including running the Slack community hub.Build the system that houses client data and surfaces churn risk before it becomes churn.Track what each client is actually doing week to week: revenue, action items, training completed.Intervene early on clients falling behind, and get them back on track.Get on calls with the 80 plus existing members in limbo and work out what they genuinely need.Drive conversion from the two-month Sprint into the twelve-month programme.Run onboarding tightly: payment links, chasing collection, agreements signed, app data verified before day one.Capture testimonials at the moment clients win, and turn happy clients into referrals.Feed what you hear back to sales and marketing so the business attracts better-fit clients. WHO YOU AREYou have 3+ years in a digital marketing agency, in account management or client success.You've worked in a start-up and are fine without settled processes or complete answers.You've owned the full client lifecycle: onboarding, contracts, payment collection, not just the relationship.You're confident and high energy on camera.You're hands-on with a CRM and a project management tool such as ClickUp, Asana or Monday.You've tracked financials at client level (P&L, profitability, margin) and forecasted pipeline against capacity.You've spotted at-risk clients early and run the retention calls that actually turned them around.You've coordinated external contractors or specialists as part of delivering client work.Bonus if you've:Worked in a small agency, under 20 people, where the account management role bled into ops, finance and the occasional sales or marketing jobBuilt automations in n8n or ZapierUsed Webflow