Client Success Manager

CTI Digital

Manchester

Hybrid

GBP 40,000 - 60,000

Full time

14 days+

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Benefits offered by this job

28 days annual leave

Hybrid-working

Workplace nursery scheme

Health cash plan

Cycle-to-work scheme

Flexible working hours

Employee well-being programme

Relaxed working environment

Company socials

Job summary

A leading digital agency in Manchester is looking for a Client Success Manager to oversee critical and reactive support functions. The ideal candidate will have substantial experience in B2B agency settings, managing client relationships during escalations, and operational leadership. Responsibilities include ensuring service quality, managing support budgets, leading incident responses, and developing training programs. Attractive benefits include hybrid work, extensive leave, and wellness programs.

Qualifications

Strong operational leadership in a B2B services environment.
Experience managing support budgets and commercials.
Ability to lead difficult client conversations and manage escalations.
Proven track record in designing and improving support processes.
Experience in managing service performance and SLA reporting.
Capability to deliver structured training for clients.
Knowledge of web technologies and CMS platforms.
Calmness in high-pressure situations.

Responsibilities

Own the running of Critical and Reactive Support operations.
Act as senior contact for clients during escalations.
Manage expectations and service boundaries with clients.
Own SLA performance and service reporting.
Track support budgets and identify commercial risks.
Design and deliver client training sessions.
Lead incident management during critical issues.
Work across teams to improve support services.

Skills

B2B Agency or Professional Services Experience

Commercial & Budget Ownership

Senior Client Escalation Management

Operational & Process Leadership

SLA & Service Performance Management

Training & Enablement Experience

Digital Platform Knowledge

Calm Under Pressure

Tooling & Reporting

Tools

Jira

HubSpot

Job description

Description

Application Deadline: 27 February 2026

Department: Support

Location: Manchester

About CTI

Join 150+ strategists and specialists who refuse to settle, creating bold digital experiences for ambitious brands since 2004. We're a full-service digital agency delivering strategic consultancy, web development, and digital marketing to drive demand online. Using over two decades of industry experience, we provide next‑gen solutions as part of lasting partnerships with hundreds of clients from Chester Zoo and Zip World to Balfour Beatty and Mind.

What makes us different:

We break new ground. You’ll work on innovative projects using the latest technologies before they hit the mainstream. We celebrate calculated risks and learn fast from every experiment.
We get stuck in together. Genuine collaboration across all departments. Your ideas matter here, regardless of your role or how long you’ve been with us.
We stay curious. Continuous learning is essential. You’ll have dedicated time and budget for development, working alongside industry experts who are genuinely invested in your success.
We own it. Full accountability and autonomy over your work means you’ll build client relationships, see real‑world impact, and be recognised when you go the extra mile.

The Support team at CTI Digital is the backbone of our client relationships, ensuring the effective delivery of support services across our entire client base. They're the gatekeepers of client satisfaction, SLA performance, and internal collaboration. This team works closely with technical leads, project managers, and account managers to align support delivery with client needs and business objectives. Our mission is simple: to build and maintain high‑performing systems for our clients, ensuring seamless collaboration across all delivery teams.

What you’ll be doing

As a Client Success Manager, you’ll take responsibility for the day‑to‑day running of our Critical and Reactive Support function, with clear ownership of service quality, commercials, and senior client relationships. You’ll operate confidently in a B2B agency environment, balancing operational delivery with commercial awareness and stakeholder management. This is a fast paced, client facing role where you are expected to lead from the front during incidents and escalations.

Lead Day to Day Support Operations – Own the smooth and consistent running of Critical and Reactive Support, ensuring clear prioritisation, effective resourcing, and well defined processes that scale across multiple B2B client accounts.
Own Client Relationships & Escalations – Act as a senior point of contact for clients, confidently leading complex conversations, managing escalations, and maintaining trust during high pressure or critical incidents.
Drive Client Satisfaction in a B2B Context – Proactively manage expectations, contractual commitments, and service boundaries, ensuring clients understand value, scope, and outcomes within an agency delivery model.
Manage Performance, SLAs & Reporting – Own SLA performance, incident trends, and service metrics, translating data into clear insights and recommendations for clients and senior stakeholders.
Commercial & Budget Management – Take responsibility for tracking support budgets, monitoring burn against retainers or support agreements, identifying commercial risks, and working with finance and account teams to ensure services remain profitable and well governed.
Develop Training & Enablement Services – Design and deliver both standardised and bespoke client training (for example CMS administration, content workflows, product management), with a clear focus on commercial viability and revenue generation.
Lead Incident & Crisis Management – Take charge during critical incidents, ensuring calm, structured responses, clear communication, and post incident reviews that drive continuous improvement.
Contribute to Process & Service Improvement – Work closely with operations, client services, technology, QA, and finance to continuously improve support ways of working, governance, and commercial controls.
Mentor and Coach – Develop the capability of the support team through coaching on B2B service delivery, escalation handling, risk management, and commercial awareness.

What experience you need to be successful

To thrive as a Client Success Manager at CTI Digital, you’ll bring strong operational leadership combined with commercial confidence and experience operating in a B2B services or agency environment.

Key skills and experience include:

B2B Agency or Professional Services Experience – Demonstrable experience delivering support services to external business clients, ideally within a digital agency, consultancy, or managed services environment (not purely internal or B2C).
Commercial & Budget Ownership – Proven experience managing support budgets, retainers, or commercials, including forecasting, burn tracking, and identifying financial risk or opportunity.
Senior Client Escalation Management – Confidence leading difficult client conversations, handling escalations, and maintaining strong relationships during incidents or service challenges.
Operational & Process Leadership – Strong experience designing, running, and improving support processes at scale, with a focus on consistency, governance, and accountability.
SLA & Service Performance Management – Hands on experience owning SLAs, reporting against service performance, and driving improvements where targets are missed.
Training & Enablement Experience – Ability to create and deliver structured training for clients and teams, with an understanding of how training can be productised and commercialised.
Digital Platform Knowledge – Solid understanding of web technologies and CMS or eCommerce platforms such as Drupal, Magento, or Umbraco, sufficient to lead conversations with clients and technical teams.
Calm Under Pressure – Comfortable operating in high pressure environments, particularly during critical incidents where clear thinking and decisive leadership are essential.
Tooling & Reporting – Confident using tools such as Jira, HubSpot, and time tracking or reporting systems to support operational and commercial decision making.

What's in it for you