Client Services Manager

Amtivo Group; Kings Hill; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Amtivo Group is seeking a commercially driven Client Services Manager to lead one of our UK client-account squads in Kings Hill. This true player-coach role involves inspiring and guiding a team of Senior Account Managers, Account Managers, and Associate Account Managers, while owning squad performance across retention and cross-sell.

You will not carry a personal portfolio; success is defined by the team's results, retention-first strategy, and delivery excellence across client relationships.

Qualifications

• Experience leading account management or client service teams.
• Strong track record of client retention and revenue growth.
• Proven coaching and development of high-performing teams.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead and Grow Your Squad: own retention and cross-sell performance, build a high-performing team culture, set engagement standards.
• Drive Retention & Growth: protect and grow client relationships with retention-first strategy, identify cross-sell opportunities, manage pipeline visibility.
• Own Commercial Performance: track performance, exceed retention targets, provide insights for planning and risk management.
• Collaborate Across the Business: work with Sales, Marketing, Finance, Compliance, and Operations.

Skills

Account management

Client service leadership

Team coaching

Commercial mindset

Stakeholder management

Relationship management

Tools

CRM tools

Pipeline management tools

Job description

Location: Kings Hill, West Malling (Hybrid)

Reporting to: Group Client Services Director

Job Type: Permanent

About the Role

We’re looking for a commercially driven and people-focused Client Services Manager to lead one of our UK client-account squads.

This is a true player-coach leadership role - you’ll inspire, develop and guide a team of Senior Account Managers, Account Managers, and future Associate Account Managers, while owning the squad’s overall performance across retention (NDR) and cross-sell growth.

You won’t carry your own portfolio. Instead, your success will be defined by how effectively your team performs, grows, and delivers for clients.

What You’ll Be Doing

Lead and Grow Your Squad

• Own your squad’s Net Dollar Retention (NDR) and cross-sell performance
• Build a high-performing, commercially focused team culture
• Set the standard for client engagement, service excellence, and delivery
• Coach and develop team members at all levels, supporting clear progression pathways

Drive Retention & Growth

• Protect and grow client relationships, with a strong focus on retention-first strategy
• Enable the team to identify and progress cross-sell opportunities naturally
• Maintain clear visibility of pipeline, conversion rates, and incremental revenue
• Proactively manage at-risk accounts and mitigate churn early
• Deliver structured coaching, performance management, and career development
• Support Associate Account Managers progressing to Account Manager level
• Embed a solution-led, relationship-based approach to account management

Own Commercial Performance

• Track and manage performance against targets, taking action where needed
• Ensure the squad consistently exceeds the ≥92% retention gate
• Provide insights into risks and opportunities for wider business planning
• Lead account planning, pipeline reviews, and service delivery cadence
• Oversee allocation of lower-tier accounts (XS-tier) across the squad
• Ensure consistency in service quality, communication, and client experience

Collaborate Across the Business

• Work closely with Sales, Marketing, Finance, Compliance, and Operations
• Partner with Key Account Managers within your industry pillar
• Act as a confident, independent stakeholder representing your clients and team
• Support and deputise for the Group Client Services Director where required

What Success Looks Like

• Consistent achievement of NDR and cross-sell targets
• Strong client retention and proactive risk management
• A high-performing, engaged, and stable team
• Clear development pathways across all team levels
• Trusted relationships with senior stakeholders across the business

What We’re Looking For

• Proven experience leading account management or client service teams
• Strong track record of client retention and revenue growth
• Demonstrated ability to coach and develop high-performing teams
• Commercially astute, balancing retention and growth priorities
• Confident managing complex client relationships and at-risk accounts
• Strong stakeholder management and communication skills
• A player-coach mindset — leading through others without owning a portfolio
• Experience leading teams through organisational or compensation changes
• Background in solution-led, relationship-based account management
• Experience managing pooled or lower-complexity account segments
• Familiarity with CRM and pipeline management tools

At Amtivo, we are dedicated to fostering a diverse, equitable, and inclusive environment where authenticity thrives. We believe that true collaboration stems from valuing every individual’s unique perspective and experience. Our commitment to agility empowers us to adapt and innovate, driving superior performance. Upholding the highest standards of integrity, we strive to create a workplace where everyone feels respected, valued, and inspired to contribute their best.

Amtivo Group is an Equal Opportunities Employer. The organisation provides equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.

Due to the high volume of applications we receive we are not always able to provide individual feedback. We aim to contact applicants within 14 days if selected for interview.