Client Success Manager

Equator Scotland Ltd; Scotland; On-site; GBP 40,000 - 60,000; Full time

Job summary

A client success solutions provider in Scotland is seeking a Client Success Manager to enhance client satisfaction and growth. This role requires strong communication skills and a proactive approach to managing client relationships, ensuring successful adoption of services. The ideal candidate will have experience working with digital platforms and a focus on delivering measurable outcomes. Join us to make a significant impact on client success.

Qualifications

• Experience working with digital platforms or transformation projects.
• Ability to anticipate challenges proactively.
• Strong understanding of business outcomes and focus on measurable value.

Responsibilities

• Manage client relationships and expectations effectively.
• Coordinate resources and timelines to ensure client outcomes.
• Identify upsell and cross-sell opportunities for growth.

Skills

Excellent communication

Client-focused

Proactive problem-solving

Organizational skills

Collaborative

Job description

The Client Success Manager (CSM) supports client success, satisfaction, and growth by proactively engaging clients and managing relationships effectively. Reporting to the Head of Sector or the Chief Client Success Officer (CCSO) if appropriate, the CSM executes client success strategies, ensuring outstanding client experiences, retention, and identification of revenue opportunities.

As a Client Success Manager you are responsible for building and maintaining strong, long-term client relationships to ensure successful adoption, value realisation, and ongoing satisfaction with Equator’s services. Acting as the client’s trusted advisor, the role focuses on understanding business goals, aligning internal delivery, and driving measurable outcomes that lead to retention and growth. You are expected to become highly knowledgeable in the sector(s) your clients operate in. This is a proactive, client-facing position that blends strategic insight with operational coordination to maximise the impact of our solutions and foster account expansion through trust, performance, and partnership.

At Equator, we build powerful partnerships that deliver value beyond expectations. As a Client Success Manager, you will help clients realise the full value of our services—acting as a trusted advisor and central point of contact throughout their journey.

You will act as the client's advocate, partnering with delivery teams to ensure the client's strategic objectives are understood and that the work delivered aligns with their measures of success. You’ll deepen client relationships, drive adoption, and ensure satisfaction by aligning our work to their evolving needs. Working closely with delivery teams and senior stakeholders, you will help clients achieve measurable outcomes that matter to them and to Equator.

Main Responsibilities

• Develop a deep understanding of each client’s business goals, drivers and success metrics.
• Act as the day-to-day point of contact for clients, ensuring consistent communication and transparency.
• Manage the delivery of non-project managed works, for example marketing services, ensuring client outcomes are met, if not exceeded.
• Coordinate timelines, resources and deliverables across departments to meet or exceed client outcomes.
• Implement customer success plans, ensuring key milestones and measures of success are achieved.
• Monitor client satisfaction, proactively resolving challenges, and ensuring long-term retention.
• Partner with internal teams to align deliverables and ensure we are solving the right problems.
• Track performance and presenting regular client updates and impact reports.
• Identify upsell and cross-sell opportunities, supporting growth alongside account leads.
• Maintain a strong understanding of our service offering to provide expert guidance to clients.
• Document all key interactions with clients, highlighting to the business any risks or concerns.
• Champion quality throughout the customer experience, ensuring high standards are consistently met

The Ideal Candidate

• You are an excellent communicator, both written and verbal.
• You are client-focused and solutions-driven.
• You are naturally curious, proactive, and able to anticipate challenges before they arise.
• You are organised and confident managing multiple client priorities.
• You are collaborative and effective at bringing people together to solve problems.
• You have experience working with digital platforms, services or transformation projects.
• You understand business outcomes and are focused on delivering measurable value.