Senior Client Services Manager

Critical Playground LLC; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

We're Together is seeking a Senior Client Services Manager to steer engagements end-to-end, guiding clients and the team to keep scopes, timelines and budgets on track. You’ll anticipate risks, maintain client confidence, and drive value across complex projects.

You will coordinate strategy, creative and development work, ensuring the client's goals stay central. The role requires seasoned leadership, proactive problem solving and clear communication in a fast‑moving studio environment.

Qualifications

• 5+ years in client services or account management, ideally in brand, digital or creative agencies.
• Experience with B2B clients in tech or software is a strong plus.
• Confidence leading complex projects and senior client relationships.
• A track record on delivery risk, getting ahead of it and resolving issues decisively.
• Fluency with creative processes, project tools and AI workflows.
• Clear, calm communication, written, verbal and in the room.
• Commercial awareness and attention to detail.
• A proactive, solutions-first mindset.

Responsibilities

• Be the expert guide. You hold the role across the whole engagement and direct the work.
• Own delivery: manage scopes, timelines, budgets and internal teams.
• Raise the standard: continuously improve how we deliver.
• Spot where we can do more: identify opportunities and lead upsell talks.
• Keep the team aligned: connect strategy, creative and development with the client in mind.
• Plan resourcing: forecast people and capacity across projects.

Skills

Client services

Account management

B2B experience

Project leadership

Delivery risk

Creative processes

Communication

Commercial awareness

Proactive mindset

Job description

We're Together, a design firm focused on closing the gap between what B2B tech companies build and what the world sees. We shape their brands, then build the websites and products that carry them.

We're hiring a Senior Client Services Manager to be the steady hand our clients rely on, keeping complex projects on track and helping them get the most from working with us.

The role

This role owns how an engagement runs from start to finish, working hand in hand with our clients and our team. You'll guide clients through the work, keep scopes, timelines and budgets under control, and make sure the right people are on the right projects at the right time. When something looks like slipping, you see it early and deal with it before it becomes a problem.

What you'll do

• Be the expert guide. Clients look to you for direction and a clear read on where things stand. You hold that role across the whole engagement.
• Own delivery. Scopes, timelines, budgets and the internal team. You stay ahead of risk and resolve issues early, so work keeps moving and clients stay confident.
• Raise the standard. Own and improve how we deliver. Notice what isn't working, and make it better.
• Spot where we can do more. Identify new opportunities, help shape proposals, and lead upsell conversations with clarity and intent.
• Keep the team aligned. Connect strategy, creative and development, and represent the client's perspective so the work stays true to their goals.
• Plan resourcing. Help plan people and capacity across projects, and stay ahead of the pinch points.

What you bring

• 5+ years in client services or account management, ideally in brand, digital or creative agencies.
• Experience with B2B clients in tech or software is a strong plus.
• Confidence leading complex projects and senior client relationships.
• A track record on delivery risk, getting ahead of it and resolving issues decisively.
• Fluency with creative processes, project tools and AI workflows.
• Clear, calm communication, written, verbal and in the room.
• Commercial awareness and attention to detail.
• A proactive, solutions-first mindset.

How we work

Here, the same people stay with a project from the first conversation to the final check. Strategy, design and development work side by side, not through handoffs. You stay with the client across all of it, guiding the work and keeping it aligned to what they came to us for.