Client Services Manager

Certification Europe; Tonbridge and Malling; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Amtivo Group seeks a commercially driven Client Services Manager to lead one UK client-account squad in a hybrid Kings Hill setting. You will coach Senior Account Managers and Account Managers, guiding the team to improve retention (NDR) and cross-sell growth while not managing a personal portfolio.

The role emphasizes building a high-performing culture, delivering service excellence, and collaborating with Sales, Marketing and Finance to optimize client outcomes.

Qualifications

• 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 with ability to balance retention and growth priorities.

Responsibilities

• Lead and grow your squad, owning NDR and cross-sell performance.
• Drive retention and growth through proactive client engagement and pipeline visibility.
• Coach and develop talent with structured career progression.
• Own commercial performance and ensure targets are met or exceeded.
• Run an effective operating rhythm with regular planning and reviews.
• Collaborate across Sales, Marketing, Finance, Compliance and Operations.

Skills

Leadership

Account Management

Client Retention

Coaching

Stakeholder Management

Commercial Acumen

Relationship Management

Tools

CRM software

Job description

Client Services Manager

• Location: Kings Hill, West Malling (Hybrid)
• Reporting to: Group Client Services Director
• Salary: DOE
• 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

Coach & Develop Talent

• 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

Run an Effective Operating Rhythm

• 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

Essential

• 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

Desirable

• 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.

Get Started on Your Certification Journey Now

Your certification costs will depend on the size of your business, location, and the sector you’re in. Get a Quote word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1