Senior Client Director

Gravitas Recruitment Group (Global) Ltd; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

30 days annual leave + bank holidays

Private medical cover

4x salary Death in Service cover

Enhanced maternity & paternity pay after 1 year

Job summary

A leading technology platform provider is seeking a Client Partner Lead to manage post-go-live client relationships and drive revenue growth. This role demands excellent customer success skills, strategic oversight of client performance, and a hands-on approach in a fast-paced environment. Candidates should have significant experience in client relationship management, alongside strong organizational and communication skills. This position promotes mentorship and team development within the customer success function.

Qualifications

• 4–7+ years in Customer Success, Account Management, Client Services, or Partner Management.
• Proven experience owning strategic client relationships.
• Strong ability to triage complex, cross-functional client requests.

Responsibilities

• Serve as the single point of contact for clients post–go–live.
• Monitor health scores, adoption, usage, and outcome metrics.
• Identify upsell, cross–sell, and expansion opportunities.

Skills

Customer Success

Account Management

Client Services

Stakeholder Management

Data Literacy

Communication

Job description

Location: London - 2-3 days a week in the office.

• We are supporting a cutting‑edge technology platform that is powering the growth of some of the biggest names in the home energy and home solutions market. The platform is scaling rapidly, continually developing its proprietary tech stack to empower both installers and homeowners across a wide range of modern energy solutions.
• The technology manages the full end‑to‑end installation journey — from high‑efficiency boilers and air conditioning through to heat pumps, solar, battery storage, and EV chargers. Regardless of the product, the mission remains consistent: using technology to make buying, installing, and maintaining energy products seamless, efficient, and stress‑free.
• Millions of users interact with the platform every year for instant fixed‑price quotes, with more than 200,000 installations completed to date and a network of over 15,000 accredited installers. The platform is market‑leading and backed by major investors, partnering with some of the world’s most recognisable brands.

The role

• We are seeking a highly strategic and client‑focused Client Partner Lead to take ownership of post–go‑live client relationships, drive value, and support revenue growth.
• You will be the primary point of contact after onboarding — ensuring clients achieve measurable success while coordinating requests across technology, operations, and compliance teams. Alongside owning major accounts, you will run performance reviews, develop growth strategies, identify upsell opportunities, and oversee overall client health.
• As the organisation scales, you will mentor junior CSMs and play a key role in shaping the future of the Customer Success function.
• This is a pivotal role for a proactive, commercial, relationship‑driven leader who thrives on delivering outcomes and building scalable CS frameworks.

Key responsibilities

Client Relationship Ownership

• Serve as the single point of contact for clients post–go‑live
• Build trusted relationships across all levels
• Understand client objectives, marketing goals, and success metrics
• Lead regular check‑ins, performance reviews, and QBRs
• Develop strategic growth plans aligned to client KPIs
• Advocate for client needs internally

Triage & Coordination of Client Requests

• Manage all client requests post–go‑live across tech, ops, and compliance
• Clarify scope, outcomes, urgency, and constraints
• Translate client needs into clear briefs for internal teams
• Prioritise work based on SLAs, impact, and goals
• Communicate timelines and ensure timely updates
• Track requests through to completion
• Maintain structured documentation

Client Success & Performance Management

• Monitor health scores, adoption, usage, and outcome metrics
• Analyse performance data to produce actionable insights
• Identify risks early and deliver retention plans
• Drive measurable ROI and marketing performance improvements
• Support adoption of new features and best practices

Revenue Growth & Expansion

• Identify upsell, cross‑sell, and expansion opportunities
• Present new features, services, and solutions
• Support renewals and revenue forecasting
• Drive NRR through value‑led engagement

Leadership & Team Development

• Mentor junior CSMs as the team grows
• Help build playbooks, frameworks, and best‑practice processes
• Contribute to operational improvements across communication, request management, and performance tracking
• Serve as a senior CS voice across Product, Ops, and Technology

Skills & Experience

• 4–7+ years in Customer Success, Account Management, Client Services, or Partner Management (SaaS or tech‑enabled services)
• Proven experience owning strategic client relationships
• Strong ability to triage complex, cross‑functional client requests
• Excellent communication and stakeholder management skills
• Commercial mindset with upsell/renewal experience
• Comfortable managing multiple priorities in a fast‑paced environment
• Strong data literacy and insights creation
• Highly organised, proactive, and solutions‑focused
• Experience working with delivery, operations, or technical teams
• 30 days annual leave + bank holidays
• Private medical cover*
• 4x salary Death in Service cover*
• Enhanced maternity & paternity pay after 1 year