Client Success Manager

Prosana; Greater London; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Profit sharing

Direct line to the CEO

Remote role (UK hours)

Growth path to Head of CS

Job summary

Prosana is seeking a Client Success lead to own the end-to-end client journey from onboarding through renewal and referrals, operating remotely on UK hours. You will take over day-to-day client communications from the CEO and run the Slack hub for 80–100 past clients, while building the systems needed to support growing relationships.

This full-time role requires startup experience, CRM and project-management skills, and a capability to drive retention and revenue through upsells as the business

Qualifications

• 3+ years in a digital marketing agency, in account management or client success.
• Experience in a startup with flexible, evolving processes.
• Ownership of the full client lifecycle: onboarding, contracts, payments, not just relationships.
• Hands-on with a CRM and a project management tool.

Responsibilities

• Own the client journey end to end, from verbal yes through onboarding, delivery, renewal and referral.
• Take over day-to-day client communication from the CEO, including managing the Slack community.
• Build the system that houses client data and surfaces churn risk before it becomes churn.
• Track client activity: revenue, actions, training completed.
• Intervene early with at-risk clients and drive retention.

Skills

CRM

Client success

Project management

Startup experience

Tools

ClickUp

Asana

Monday.com

Job description

Five agencies join this consultancy every month, and the next stage is turning those short-term engagements into long-term clients.

You’ll own that entire journey: onboarding, client calls, retention, expansion, and a Slack community of 80–100 past clients. Right now, it’s scattered across the team and mostly handled by the CEO. You’ll bring it together and build the client success function from the ground up.

Do that well, and you’ll have the opportunity to build and lead the entire department as the business grows.

This is a full-time, remote role on UK hours.

WHAT'S IN IT FOR YOU

• A growth path to Head of Client Success, with a team reporting to you.
• Direct line to the CEO. No layers between you and the person making decisions.
• You build the systems, not inherit them. No client health tracker exists yet. You design it.
• A seat in shaping the product. The twelve-month backend programme is unbuilt. You help design it.
• A real cut of the upside. Hit targets like lifetime value and upsells, and there's profit share in it for you, not a token bonus.

WHAT YOU'RE GETTING INTO

• Own the client journey end to end, from verbal yes through onboarding, delivery, renewal and referral.
• Take over day-to-day client communication from the CEO, including running the Slack community hub.
• Build the system that houses client data and surfaces churn risk before it becomes churn.
• Track what each client is actually doing week to week: revenue, action items, training completed.
• Intervene early on clients falling behind, and get them back on track.
• Get on calls with the 80 plus existing members in limbo and work out what they genuinely need.
• Drive conversion from the two-month Sprint into the twelve-month programme.
• Run onboarding tightly: payment links, chasing collection, agreements signed, app data verified before day one.
• Capture testimonials at the moment clients win, and turn happy clients into referrals.
• Feed what you hear back to sales and marketing so the business attracts better-fit clients.

WHO YOU ARE

• You have 3+ years in a digital marketing agency, in account management or client success.
• You've worked in a start-up and are fine without settled processes or complete answers.
• You've owned the full client lifecycle: onboarding, contracts, payment collection, not just the relationship.
• You're confident and high energy on camera.
• You're hands-on with a CRM and a project management tool such as ClickUp, Asana or Monday.
• You've tracked financials at client level (P&L, profitability, margin) and forecasted pipeline against capacity.
• You've spotted at-risk clients early and run the retention calls that actually turned them around.
• You've coordinated external contractors or specialists as part of delivering client work.
• Worked in a small agency, under 20 people, where the account management role bled into ops, finance and the occasional sales or marketing job