Client Success Director

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Permanent

About the role

Are you ready to make a lasting impact? As our new Client Success Director, you’ll lead in delivering top-tier consultancy services to key clients, overseeing technical aspects of contracts and ensuring exceptional service.

This dynamic role requires your expertise as a qualified health and safety/fire safety consultant (or relevant technical knowledge). You’ll work closely with property management clients, building strong relationships and serving as their go-to for health and safety matters. You’ll act as a bridge between clients’ Health and Safety teams, Facilities Managers, and internal teams including Service Directors, Team Managers, Technical Managers, Consultants, and the Helpdesk.

You will balance business administration with strategic responsibilities, ensuring timely, budget-aligned service delivery, identifying upselling opportunities, and managing client relationships professionally. Responsibilities include drafting fee proposals, reviewing pricing strategies, managing debt, and fostering long-term client success.

This role offers you the chance to influence client outcomes and shape our consultancy services' future. If you’re eager to make a difference and thrive in leadership, we want you on our team!

Key responsibilities

1. Respond to client inquiries and maintain direct communication.
2. Regularly communicate with clients to understand needs and feedback.
3. Keep the Client Success Officer informed of client developments/issues.
4. Attend client meetings independently or with colleagues.
5. Develop client accounts by offering additional services to grow value.
6. Inform clients of high-risk issues per protocols.
7. Oversee QA procedures to ensure report quality and compliance.
8. Implement and monitor quality KPIs.
9. Ensure SLA adherence and coordinate with scheduling teams.
10. Distribute guidance on issues, legislation, and client requirements.
11. Manage technical responses to H&S/Fire inquiries and meetings.
12. Familiarize with relevant software and client modifications.
13. Coordinate with software and development teams for system enhancements.
14. Work with Service Directors for consistency across disciplines.
15. Ensure consultants are trained on client accounts and skills development.
16. Produce and analyze client reports, identifying trends and recommendations.
17. Monitor Helpdesk tasks and update training materials as needed.
18. Coordinate client training sessions and assist in delivery.
19. Manage direct reports if applicable.
20. Periodically provide direct consultancy services.
21. Assist in developing internal safety systems and processes.
22. Support new client contract mobilizations.
23. Maintain company forecast data and liaise with Finance on debt issues.
24. Review and update client fees and cost projections annually.
25. Provide quotes for complex sites and new mobilizations.
26. Oversee and report on client feedback, addressing issues proactively.
27. Coordinate and report on client feedback surveys.
28. Liaise with external bodies and ensure SLA compliance and timely payments.
29. Prepare agendas and minutes as required.

Qualifications and skills

The ideal candidate demonstrates our core values: approachability, optimism, solution focus, collaboration, curiosity, and innovation. Excellent communication, mental agility, and proactive problem-solving are essential.

Must-haves:

• NEBOSH H&S Diploma or equivalent; minimum 5 years’ experience in advising on H&S/Fire Safety/Asbestos/Legionella.
• Strong client success experience.
• Proficient IT skills: Excel, Word, PowerPoint.
• Ability to work autonomously and proactively.
• Willingness to travel (approx. 60% home-based).
• Excellent verbal and written communication skills, able to interact with stakeholders at all levels.

Nice-to-haves:

• Ability to deliver training courses.
• Knowledge of FM/Property Management.

What we offer

We prioritize people—our customers and colleagues. Join a supportive team that values collaboration, innovation, and growth. We provide tools and opportunities to succeed and ensure you feel valued.

Our benefits include:

• Salary: £45k + £5.5k car allowance + bonus.
• Location: Home-based with travel as needed.
• Annual Leave: 25 days plus bank holidays.
• Wellbeing: Health cash plan, gym discounts, cycle to work, employee assistance.
• Financial: Pension scheme, shopping discounts.
• Family: Enhanced family leave policies.
• Community: Volunteer days, holiday swaps.
• Social: Annual conference, social events.
• Development: Support for professional memberships, training, and online learning resources.