Client Success Manager

Heur; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

5% employer pension contribution

Work from anywhere

Perks and discounts

Personal Development Fund

Job summary

Heur is seeking a highly organised Client Success Manager to be the main day-to-day contact for our clients. You will coordinate projects, ensure timely delivery, and uphold an exceptional client experience in a remote-ready environment.

You will build strong relationships, manage multiple accounts, and collaborate with internal teams to keep work on track. Excellent communication and proactive problem-solving are essential for success in this role.

Qualifications

• Previous experience in Client Success or Account Management.
• Strong organisational and time-management skills.
• Excellent written and verbal communication.
• Ability to coordinate multiple stakeholders without direct authority.

Responsibilities

• Be the primary day-to-day contact for clients.
• Coordinate work across internal teams to meet deadlines.
• Monitor progress, flag blockers, and request resources.
• Maintain transparent updates and meeting agendas.
• Drive proactive client communication and delivery excellence.

Skills

Client success experience

Account management

Project coordination

Relationship building

Excellent communication

Remote work capability

Tools

ClickUp

Asana

Monday.com

CRM systems

Job description

We are looking for a highly organised and proactive Client Success Manager to join our growing team at Heur. In this role, you'll be the primary day-to-day contact for our clients and acting as the project co-ordinator, ensuring every account runs smoothly and every client receives an exceptional delivery experience.

What You Will Do

• Build and maintain strong day-to-day relationships with clients, acting as their primary point of contact.
• Ensure clients always understand what is happening, why it matters, who is responsible, and when work will be delivered.
• Deliver an outstanding client experience through proactive communication, responsiveness, professionalism, and attention to detail.
• Coordinate the operational rhythm across client accounts, including weekly updates, meeting scheduling, agendas, action logs, follow-ups, and project tracking.
• Prepare and facilitate productive client meetings, ensuring all participants are aligned before and after every meeting.
• Coordinate work across internal teams, gathering specialist input and ensuring deliverables are completed on time.
• Monitor project progress, identify blockers, and proactively request additional resources where required.
• Track retained deliverables, additional client requests, project work, and out-of-scope activity, escalating commercial discussions when appropriate.
• Monitor client health by reviewing engagement, sentiment, responsiveness, meeting attendance, delivery confidence, and potential commercial risks.
• Escalate operational issues promptly to the appropriate stakeholders before they become client concerns.
• Support continuous improvement by providing operational feedback and identifying opportunities to enhance client delivery.

What You Will Need

Skills and Competencies:

• Previous experience in Client Success, Account Management, Customer Success, Project Coordination, or a similar client-facing role.
• Exceptional organisational and time management skills with the ability to manage multiple client accounts simultaneously.
• Excellent written and verbal communication skills with a confident and professional approach.
• Strong relationship-building skills with a genuine passion for delivering exceptional client experiences.
• Ability to coordinate multiple stakeholders and keep projects moving without direct authority.
• Highly proactive, with the ability to identify risks and solve problems before they escal e.
• Comfortable working in a remote environment while managing competing priorities.
• Experience using project management platforms such as ClickUp, Asana, Monday.com, or similar is desirable.
• Experience working within ecommerce, digital marketing, or agency environments is advantageous but not essential.

Success in This Role:
You will be successful if you:

• Client retention and satisfaction
• Net Revenue Retention (NRR)
• On-time delivery of client work
• Completion of meeting actions and follow-ups
• Meeting quality and preparation
• Scope compliance
• Delivery SLA adherence
• Documentation quality and ClickUp hygiene
• Proactive identification of delivery risks and resource requirements
• Overall Squad health and operational excellence

What You Will Get

• Competitive salary, based on experience.
• Up to 5% employer pension contribution.
• Work from anywhere (realistic conditions apply).
• Access to perks, discounts, and regular social events.
• Personal Development Fund to keep you sharp and evolving.

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