Client Engagement Manager -Full time - Permanent - Gateshead

Recite Me; Gateshead; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 days annual vacation

10 days ‘Workcation’

BHFC Healthcare

Death in Service

Job summary

Recite Me is seeking an experienced Client Engagement Lead to oversee strategic client relationships and enhance customer engagement within our SaaS business. This role is essential for ensuring strong communication and successful delivery coordination.

The ideal candidate will have a proven track record in client engagement and exceptional stakeholder management skills. The position offers a hybrid working setup with flexibility in working hours.

Qualifications

• Proven experience in client engagement or account management within SaaS or technology.
• Ability to collaborate with technical and non-technical teams.
• Strong stakeholder management and strategic thinking skills.

Responsibilities

• Develop and maintain strong relationships with key customer stakeholders.
• Lead regular customer review meetings and engagement planning sessions.
• Drive customer satisfaction, retention, and long-term engagement.

Skills

Client engagement

Stakeholder management

Communication skills

Organisational skills

Job description

Which is why we’re looking for an experienced, Client Engagement Lead.

About the role

This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business.

The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved.

This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment.

Responsibilities

• Strategic Client Management
  • Develop and maintain strong relationships with key customer stakeholders
  • Serve as the senior point of contact for strategic client engagement
  • Lead regular customer review meetings and engagement planning sessions
  • Ensure customers are aligned with platform capabilities, updates, and delivery expectations
  • Build trust through proactive communication and consultative support
• Cross-Functional Leadership
  • Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations
  • Coordinate internal communication relating to customer priorities, risks, and opportunities
  • Support the prioritisation of customer issues and enhancement requests
  • Collaborate with leadership teams to improve customer engagement strategies and processes
• Customer Success & Retention
  • Drive customer satisfaction, retention, and long-term engagement
  • Identify and mitigate customer risks or service concerns
  • Monitor engagement metrics and customer health indicators
  • Support renewal conversations and expansion opportunities where appropriate
  • Champion the voice of the customer internally
• Operational & Process Improvement
  • Contribute to the development of scalable customer engagement processes
  • Support continuous improvement initiatives across customer experience and communication
  • Maintain accurate customer records, reporting, and engagement documentation
  • Mentor or support junior engagement or client services team members where required
• KPI metrics
  • Customer Retention Rates
  • Customer Satisfaction
  • Net Promoter ScoreCustomer Feedback

Qualifications

• Essential
  • Proven experience in client engagement, customer success, account management, or client services within SaaS or technology
  • Strong stakeholder management and communication skills
  • Experience managing complex customer relationships
  • Ability to collaborate effectively with technical and non-technical teams
  • Strong organisational and strategic thinking skills
  • Ability to manage competing priorities and customer expectations
• Desirable
  • Experience working within B2B SaaS or digital platforms
  • Familiarity with agile or product-led environments
  • Experience with CRM/customer engagement platforms
  • Understanding of customer retention and lifecycle management strategies

About you

• Relationship-driven and commercially aware
• Confident communicator and facilitator
• Strategic and solutions-focused
• Calm and resilient under pressure
• Collaborative leadership style
• Customer advocate with strong emotional intelligence

Location

Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ

Benefits

• Great culture & working environment – working with a close-knit team in a global company
• 25 days annual vacation (plus UK bank holidays)
• 10 days ‘Workcation’ - reduced hours to work somewhere interesting
• BHFC Healthcare
• Death in Service

Hours

Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later. Hybrid 3:2 days office/remote (Baltimore House, Gateshead)