Client Success Manager

Dark Horse Digital Ltd; Manchester; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Client Success Manager to join their dynamic team. This role is pivotal in enhancing client relationships and ensuring exceptional service delivery. You will work closely with clients to understand their objectives and provide tailored solutions that drive growth. With a commitment to integrity and commercial awareness, you will be part of a vibrant team dedicated to making a difference for clients. This position offers hybrid working, a competitive salary, and a supportive environment that values individual contributions and teamwork.

Benefits

Competitive salary

Hybrid working

Flexitime

Birthday off

Mental Wellbeing BUPA programme

Carbon offset initiatives

Learning from talented colleagues

Qualifications

• Proven experience in client success within a performance marketing agency.
• Excellent communication and interpersonal skills are essential.
• Results-oriented mindset focused on client satisfaction and revenue growth.

Responsibilities

• Independently oversee a portfolio of client accounts, ensuring accountability for retained revenue.
• Serve as a primary contact and escalation point for clients.
• Collaborate with service delivery teams to determine key business metrics.

Skills

Client Relationship Management

Communication Skills

Customer Service

PPC Knowledge

SEO Knowledge

Paid Social Knowledge

Attention to Detail

Results-Oriented Mindset

Job description

Client Success Manager

Dark Horse is a renowned digital marketing agency based in the UK, specialising in PPC, SEO, and Paid Social. With a diverse clientele and a commitment to delivering exceptional results, we are expanding our client services department to continuously improve and evolve our services.

What does success look like? We work with aspiring 7-figure businesses and grow them to 8-figure businesses through elite level performance marketing.

The role

As a Client Success Manager, you will be an integral part of our expanding client services team. Serving as a key point of contact alongside our PPC, SEO, and Paid Social service leads. Your role involves collaborating closely with technical teams to foster strong client relationships, ensure seamless service delivery, provide exceptional customer support, and uphold high performance standards.

Success in this role hinges on becoming a trusted advisor to your clients, clearly defining what success looks like, and guiding them towards achieving it.

Key responsibilities

Client relationship management:

• Independently oversee a portfolio of client accounts, ensuring accountability for retained revenue.
• Serve as a primary contact and escalation point for clients, understanding their business objectives to align our services accordingly.
• Actively resolve client concerns and deliver solutions with exceptional customer service.
• Manage client contracts, securing renewals and upselling opportunities.
• Gather regular client feedback and provide reports to the Head of Client Services.

Opportunity analysis:

• Develop cross-selling and referral opportunities through strong client relationships.
• Collect client testimonials and identify potential case studies.
• Assist in initiatives to enhance client loyalty and satisfaction.

Performance monitoring:

• Collaborate with service delivery teams and clients to determine key business metrics for account success.
• Gather client feedback and work with internal teams to address concerns and improve relationships.

The ideal candidate

• Proven experience in client success within a performance marketing agency.
• Track record of renewing contracts, securing upsells, and cross-selling.
• Excellent communication, customer service, and interpersonal skills.
• Good understanding of PPC, SEO, and Paid Social.
• Attention to detail and experience managing contracted services.
• Results-oriented mindset focused on client satisfaction and revenue growth.

Are you right for us?

• Integrity – top priority. Always.
• Strong commercial awareness – understanding the bigger picture and spotting growth opportunities.
• Desire to make a difference for clients – committed to client success.
• Organisation – loves processes and efficiency.
• Have an opinion – we value individuality, hobbies, and diverse interests.
• Team player – prioritizes team success over individual success.
• Gimmes – numeracy, IT skills, proactive attitude, excellent communication skills.

You don’t

• Quiet quit
• Take selfies on all your LI posts
• Think personal branding will solve climate change
• Think that everything is out of your control
• Think that 12 months in a role is a lifetime
• Ignore business realities

Are we right for you?

We’re a fast-growing digital marketing agency based in Altrincham (Manchester), working with clients from small local businesses to international companies. With new projects and opportunities, we seek the right people to join us. Altrincham offers a vibrant community, similar to Manchester but smaller.

Our team of 35 diverse individuals is committed to growth and industry change. We embrace accountability and strive to be a great place to work, rewarding effort and success.

What’s on offer

• Competitive salary, dependent on experience
• Location in leafy Altrincham
• Hybrid working and flexitime
• Birthday off
• Mental Wellbeing BUPA programme
• Carbon offset initiatives
• Learning from talented colleagues