Client Success & Growth Manager

Visualsoft | Shopify Platinum Partner | Unified Retail Agency; Newcastle upon Tyne; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

MacBook

Medicash Cash Plan

Employee Assistance Programme

Dog-friendly offices

Pension scheme

Cycle to work

EV Car scheme

Discounts across brands

Training & development

Job summary

Visualsoft, a leading Shopify Platinum Partner, seeks a proactive Client Success Manager to safeguard retention and drive revenue growth. You will act as the trusted advisor and primary contact for clients, ensuring timely communication, renewals, and high satisfaction across their accounts.

You will monitor account health, identify churn risks, and proactively upsell services while aligning client goals with our strategic objectives.

Qualifications

• Strong attention to detail and a demonstrated commitment to delivering high-quality work in client management.
• Analytical mindset to interpret performance data and act on insights to drive positive outcomes.
• Exceptional communication and interpersonal skills, with the ability to build trust and rapport at all levels of an organisation.
• Proven ability to identify and capitalise on growth opportunities within existing client portfolios.
• Highly organised and resourceful, with the ability to manage multiple client accounts effectively and efficiently.
• Proactive and solution-focused approach to addressing client challenges and enhancing their overall satisfaction.

Responsibilities

• Act as the main point of contact for clients, delivering clear, professional, and timely communication that fosters trust and strengthens long-term partnerships.
• Proactively manage the end-to-end renewal process for assigned accounts, ensuring contracts are renewed seamlessly, on time, and at the correct commercial rates.
• Monitor account health to identify churn risks early, taking all necessary steps to maintain high client satisfaction and maximise retention.
• Actively identify opportunities to upsell additional services to existing clients to maximise value and foster long-term growth.
• Anticipate potential challenges or issues, responding with innovative and effective solutions to maintain client satisfaction and account success.
• Conduct regular touch point meetings with clients to fully understand their goals and objectives, ensuring we remain aligned with their evolving priorities.
• Maintain comprehensive visibility into client communications and activities, ensuring all meetings are followed up with detailed notes, actionable items, and measurable outcomes.
• Oversee the accuracy of all invoicing and ensure client accounts are kept up to date, resolving any discrepancies promptly and efficiently.
• Establish and maintain regular communication at all levels of the client's organisation, including conducting quarterly updates with key stakeholders such as owners or senior managers.
• Align goals to business overarching goals/objectives. Develop and agree on and achieve set objectives.
• Identify and agree personal development needs, and take actions to address these.

Skills

Attention to detail

Analytical mindset

Communication skills

Growth mindset

Organisational skills

Problem-solving

Stakeholder management

Mentoring

Cross-department collaboration

Results oriented

Job description

Visualsoft, a leading Shopify Platinum Partner, seeks a proactive Client Success Manager to safeguard retention and drive revenue growth. You will act as the trusted advisor and primary contact for clients, ensuring timely communication, renewals, and high satisfaction across their accounts.

You will monitor account health, identify churn risks, and proactively upsell services while aligning client goals with our strategic objectives.