Client Success & Activation Lead

Boxbar Tech; Wakefield; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Car allowance

Bonus

Travel opportunities

Job summary

Boxbar Tech is seeking a Client Success Partner to ensure technology delivers the agreed operational, commercial and customer-experience outcomes for each client. You will own ongoing client success after the sale, coordinating onboarding, activation readiness, adoption, performance reviews and continuous improvement across the client lifecycle.

This is an operationally focused role, not responsible for contract negotiations or revenue forecasting, but you will identify opportunities and provide

Responsibilities

• Create a documented Client Success Plan for each designated account.
• Translate the client's objectives and commercial business case into clear operational measures.
• Define what successful deployment, activation and ongoing use look like.
• Establish baseline performance and agreed client outcomes.
• Maintain an up-to-date view of client health, adoption, satisfaction, risk and outstanding actions.
• Coordinate post-sale client handover into implementation and operational delivery.
• Ensure requirements, responsibilities, timelines and dependencies are clearly understood.
• Work with Operations, Project Management, Product and Technical teams to confirm readiness.
• Coordinate appropriate client training, documentation and pre-activation communication.
• Confirm that agreed operational, technical and client-side actions have been completed before go-live.
• Maintain appropriate visibility of major client activations.
• Produce clear performance summaries and client-facing outcome reports.
• Identify gaps between expected and actual performance.
• Coordinate improvement plans with Operations, Product, Engineering or Training.
• Ensure performance information is accurate, understood and used constructively.
• Build strong relationships with the client's operational and day-to-day stakeholders.
• Act as a trusted and dependable point of coordination for ongoing success.
• Maintain regular, proactive communication rather than relying on the client to raise concerns.
• Set clear expectations and communicate honestly when risks or issues arise.
• Ensure client concerns are recorded, owned and progressed.
• Maintain professional communication across high-pressure event environments.
• Maintain a structured client health assessment.
• Identify dissatisfaction, declining utilisation, repeated incidents or reduced engagement.
• Escalate material commercial risks to the Head of Strategic Partnerships.
• Escalate material delivery or technical risks to Operations and relevant functional leaders.
• Create joint recovery plans where the relationship or service outcome is at risk.
• Track whether agreed recovery actions are producing the intended improvement.
• Identify potential opportunities arising from strong operational results, unmet client requirements or additional venue needs.
• Capture relevant evidence and client context.
• Introduce opportunities to the Head/VP of Strategic Partnerships for qualification and commercial ownership.
• Support commercial discussions by supplying operational data, success evidence and client feedback.
• Avoid making unapproved pricing, contractual or commercial commitments.
• Analyse recurring themes across clients and activations.
• Share structured client insight with Product, Operations, Engineering and Commercial teams.
• Help improve onboarding, training, reporting, activation and support processes.
• Contribute to client case studies and evidence of measurable outcomes.
• Help Boxbar create a consistent global client-success model as the business scales.
• Final numerical targets will be confirmed through a separate KPI schedule. Measures should include: Activation-readiness completion, Successful and on-time go-live rate, Client adoption and utilisation, Technology availability and activation performance, Number and severity of recurring operational issues, Issue-resolution and action-completion times, Client satisfaction and relationship health, Completion and quality of Client Success Plans, Completion of post-activation reports, Timeliness of client communication, Training and client-team readiness, Early identification of retention risks, Quality of expansion opportunities passed to Partnerships, Client referenceability and case-study participation.

Job description

Boxbar Tech is seeking a Client Success Partner to ensure technology delivers the agreed operational, commercial and customer-experience outcomes for each client. You will own ongoing client success after the sale, coordinating onboarding, activation readiness, adoption, performance reviews and continuous improvement across the client lifecycle.

This is an operationally focused role, not responsible for contract negotiations or revenue forecasting, but you will identify opportunities and provide